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customer-support
Romania
Position ID: B3.81A

Team Leader KYC Operations

Ensuring your team provides deliverance of high-quality customer service relating to fraud risk areas. Providing support and guidance to the team.


Requirements:

  • Ensuring your team deliver the best and informed service relating to fraud risk areas
  • Using the critical thinking to analyze complex situations
  • Excellent written English language
  • Previous visibility in customer service (preferred)
  • Experience in coordinating the work process within a team to meet desired SLA
  • Being able to comprehend and analyse data for applying to optimization within your team
  • Strong leadership skills with previous experience in a manager/supervisory role
  • Previous experience in fraud and risk/AML procedures
  • Motivational and performance driven attitude
  • Well organized and rigorous in prioritization of issues
  • Great communication skills with the ability to work effectively with people at all levels in the organization
  • Ability to meet deadline, working in a fast-paced environment.


Main responsibilities:

  • Setting goals and targets within the team to achieve optimum SLA in customer communication
  • Performing management and overall development of the team, based on learning, capabilities, and identifying specific training needs to increase team efficiency and quality
  • Delivering periodic and accurate reporting, in relation to incoming volumes, trends analysis to the Operations Manager
  • Managing the rota, holidays, sick days etc, within the team
  • Ensuring that implementation of new policies relating to Fraud/Customer risk are met through coaching and training members of the team as required
  • Maintaining a thorough understanding of the industry rules, Customer Risk and company policy and procedures as it applies to AML and CDD procedures
  • Handle escalated cases, collating information and assisting in determining appropriate action to be taken on customer accounts pending review
  • Overseeing and delivering quality assessment of the work performed by KYC Operations Team, providing regular performance feedback
  • Recruiting new staff
  • Ensuring all KYC Operations process documents are in line with industry regulations and company procedures
  • Supporting the Operations Manager with internal auditing, and regulatory review and escalated matters as needed


POSITION | Team Leader KYC Operations | Position ID: B3.81A

Privacy Policy

The candidate consent that the information in this Candidate Application and any personal information concerning him/her which is obtained by the Company or from other sources, will be held and managed by the Company or on its behalf, and that the Company shall be entitled to use and transfer such information to third parties, including Company’s affiliates, business partners or contractors/service providers, in Romania or abroad, to the extent required while maintaining your right to privacy. The Company undertakes that the information will be used, and transferred for the purposes related to the recruitment process, including assessment of your qualifications against our work opportunities, verification and reference/background checks, communications with you about the recruitment process and/or your application and/or compliance with applicable laws, regulations, legal processes or enforceable governmental requests.

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