About the Role
The Senior Officer – KYC Remediation will assist the Service Manager in achieving KYC remediation targets while minimizing rejects. This role emphasizes driving efficiency in the remediation process and includes coaching new team members.
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Key Responsibilities
- Ensure that KYC documents and customer information meet compliance standards as per the company's AML/Sanctions Policy.
- Review the appropriateness of risk levels assigned to customers and ensure that documents are in line with the requirements and company policies.
- Handle customer complaints and escalations promptly and manage the process end-to-end.
- Achieve all KPI and KPA standards while maintaining high-quality work.
- Effectively manage daily assignments and activities.
- Identify and develop opportunities for a seamless KYC remediation process and system enhancements.
- Ensure effective follow-up with customers for an improved customer experience.
- Maintain a minimum of KYC documentation errors and ensure secure storage of KYC documents on a daily basis.
- Coordinate with stakeholders to ensure timely KYC updates.
- Actively participate in activities such as morning huddles, training, coaching, and mandatory training sessions.
- Support the KYC Coordinator with relevant information to update the MIS daily.
- Investigate complaints, analyze gaps, and propose effective recommendations for resolution.
- Supervise and manage the mailbox for customer responses effectively and efficiently.
- Provide back support in the absence of the reporting manager.
Operating Environment
The Senior Officer operates within well-defined business areas and is required to adhere to the policies and guidelines set by the company's KYC policy. The position requires effective communication and collaboration with superiors and peers within the business unit to achieve objectives.
Problem Solving
- Engage in hands-on stakeholder management to ensure effective and timely resolution of KYC issues.
- Responsible for resolving customer problems/complaints, ensuring complete resolution by coordinating with line managers and other channel partners.
- Investigate complaints, analyze gaps, and recommend solutions.
Decision Making Authority & Responsibility
- Approve KYC documents for updates by CCAM in Flex.
Knowledge, Skills, and Experience
- In-depth knowledge of KYC documentation.
- Familiarity with systems used by the company.
- Graduate with 5-6 years of banking experience.
Behavioral Competency
| Competency | Level (1 – 4) |
|-----------------------------------|----------------|
| Committed to Result | 3 |
| Communication Skills | 2 |
| Influencing & Negotiation Skills | 3 |
| Customer Focus | 3 |
| Attention To Quality And Detail | 2 |
