Aml Transition Monitoring Analyst

hace 2 días

Xico, México Wipro A tiempo completo

**Job Summary**

The AML Transition Monitoring Analyst will play a crucial role in providing technical support to the process and actively resolving client issues directly or through timely escalation to meet process SLAs.

**Key Responsibilities**

  • Manage transactions as per required quality standards to ensure operational excellence.
  • Field all incoming help requests from clients in a courteous manner, documenting all pertinent end-user identification information.
  • Update own availability in the RAVE system to ensure productivity of the process.
  • Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions.
  • Follow standard processes and procedures to resolve all client queries, adhering to SLAs defined in the contract.
  • Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients.
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
  • Document and analyze call logs to spot most occurring trends to prevent future problems.
  • Maintain and update self-help documents for customers to speed up resolution time.
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
  • Ensure all product information and disclosures are given to clients before and after the call/email requests.
  • Avoid legal challenges by complying with service agreements.
  • Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
  • Assist clients with navigating around product menus and facilitate better understanding of product features.
  • Troubleshoot all client queries in a user-friendly, courteous, and professional manner.
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines.
  • Accurately process and record all incoming calls and emails using the designated tracking software.
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business.
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract/SLAs.
  • Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client.
  • Undertake product trainings to stay current with product features, changes, and updates.
  • Enroll in product-specific and any other trainings per client requirements/recommendations.
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.

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