Anti-Money Laundering Expert

hace 4 semanas

Guadalajara, Jalisco, México Wipro Limited A tiempo completo

**Role Summary**

We are seeking a highly skilled Anti-Money Laundering Analyst to join our team at Wipro Limited. As an AML Analyst, you will play a critical role in providing effective technical support to our process and actively resolving client issues directly or through timely escalation to meet process SLAs.

Key Responsibilities:

  1. Support process by managing transactions as per required quality standards
  2. Document all pertinent end-user identification information, including name, department, contact information, and nature of problem or issue
  3. Update own availability in the RAVE system to ensure productivity of the process
  4. Record, track, and document all queries received, problem-solving steps taken, and total successful and unsuccessful resolutions
  5. Follow standard processes and procedures to resolve all client queries
  6. Resolve client queries as per the SLA's defined in the contract
  7. Access and maintain internal knowledge bases, resources, and frequently asked questions to aid in and provide effective problem resolution to clients
  8. Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
  9. Document and analyze call logs to spot most occurring trends to prevent future problems
  10. Maintain and update self-help documents for customers to speed up resolution time
  11. Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  12. Avoids legal challenges by complying with service agreements
  13. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  14. Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  15. Assist clients with navigating around product menus and facilitate better understanding of product features
  16. Troubleshoot all client queries in a user-friendly, courteous, and professional manner
  17. Maintain logs and records of all customer queries as per the standard procedures and guidelines
  18. Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business
  19. Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  20. Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
  21. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  22. Undertake product trainings to stay current with product features, changes, and updates
  23. Enroll in product-specific and any other trainings per client requirements/recommendations
  24. Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  25. Update job knowledge by participating in self-learning opportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

- Team Leaders

- Performance review

- HR- Hiring and employee engagement and retention

- Training Team

- Capability development

- Technical Lead

- Training, issue escalation/resolution

External

- Client

- Query Resolution

Display

Lists the competencies required to perform this role effectively:

Functional Competencies/Skill

- Process Knowledge ? Knowledge of assigned process, tools, and systems ? Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies

- Collaborative working

- Problem solving and decision making

- Attention to Detail

- Execution Excellence

- Client (Internal) Centricity

- Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self-Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Retail Banking(Card Operations)

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic, and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

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