SSUSA Job #569: First Level AML/KYC Support
Job Description
First Level AML/KYC Support
Overview:
This position is responsible for providing high-end quality customer service to our customers who use our in house applications created in the e-Work, Metastorm BPM and OpenText MBPM, located in North America, Canada, South America and Asia.
Receive all CSC related calls from internal customers via ACD. Manage each request correctly; open a trouble ticket; attempt to resolve the issue and, if unable, dispatch efficiently while communicating with the customer to ensure complete satisfaction.
Responsibilities:
- Escalate problems using in-house escalation sheets.
- Provide all necessary information to next level support. (Attachments, screenshots, and all material, which will facilitate troubleshooting.)
- Ensure that all tickets have been properly completed before closing.
- Must be willing to work some weekends and late nights to support upgrades, changes, etc.
- Must be able to work under pressure.
- Maintain good working relationship with team members and all members of the organization.
Key Competencies/Skills:
-
Open ticket for each e-work, KYC or Global CIF call coming into the CSC.
-
Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups.
-
Offer customers basic ‘how to’ information for working with e-work, KYC or Global CIF applications.
-
Answer all helpdesk phone calls within 2 or 3 rings.(n/a)
-
Perform simple e-work, KYC and Global CIF administrative functions, such as ‘To Do List’ management, as permitted by KYC Policies and Procedures.
-
Provide simple ad-hoc reports from CIF data using SQL queries.
-
Check and respond to all E-mail notifications.
-
Check and respond to all voice mail notifications.
-
Troubleshoot and provide resolutions on initial contact when possible (using KYC and e-Work administration tools, remote desktop, etc.)
Qualifications:
-
Well versed in Microsoft Internet Explorer.
-
Basic knowledge using Active Directory.
-
Strong customer service and analytical skills.
-
Several years of 1st level Call Center experience.
-
Experienced dealing with a high volume of calls and problems reported by high end users.
-
Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
-
Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.
-
Work experience in commercial bank or financial institution preferred.
-
Experience reading process flows preferred.
-
Experience with SQL a plus.
-
Experience with AML and KYC practices a plus.
-
Experience supporting applications written in e-Work / Metastorm BPM / OpenText MBPM a plus.
-
Experience supporting rules-based and workflow-based applications a plus.
Preferred Previous Work Experience
3 + years of customer service and financial / banking experience
Preferred Education/Licenses/Certifications/Registrations
Collage degree and or IT Certification equivalent such as I.T.I.L. Ver # 3 Practioner
send your resume to cliff@ssusa.com
Job Location
Jersey City/NYC
Position Type
Permanent
Salary Range
TBD