Customer Onboarding Specialist
3 weeks ago
Customer Onboarding Specialist
Salary £45k
London
You must have to be considered
Previous Asset or Investment Management Industry experience
CISI Qualification
Minimum 3 years in customer onboarding
Summary:
As a senior member of the Client Services team, there are two main focuses within the role.
The first, is to act as the SME for retail and corporate customer onboarding, taking the lead with regards to training colleagues and working within a defined risk management framework to reduce the firm’s exposure to financial crime.
The second, is to utilise the skills and knowledge previously gained whilst interacting with a variety of customers to manage any customer complaint in accordance with regulations ensuring due consideration is given to customers who may have suffered distress, inconvenience or financial loss.
Main Activities
Lead and perform Retail customer and Corporate client on-boarding, ensuring that the appropriate Customer Due Diligence is carried out per our risk management framework. Identify AML and regulatory requirements required to complete relevant Client Know Your Customer (KYC) checks on applications whilst screening and reviewing subsequent documentation as part of Client Risk Assessment process.
Deal with a wide range of client telephone calls and emails both to and from prospective and existing clients concerning their accounts. Deal with postal and/or email correspondence in a timely and courteous manner. Act as an escalation point of contact in the event of a bereavement or for vulnerable customers.
Manage and record all Jarvis complaints in relation to our products/service liaising with the relevant SME with regards to our accurate and timely response. Where appropriate identify key root cause and complaint reduction opportunities. Adhere to and help develop best practice whilst adhering to regulatory requirements.
Collate documents for FOS and other external bodies where required, drawing on key information relevant to the complaint.
Produce and deliver MI to reflect volumes, trends and issues to the various committees for discussion.
Assist and support the Deputy Head of Client Services in leading and developing KYC/AML related projects and training, ensuring that procedures, processes and systems have robust controls and support a positive customer journey.
Adhere to and uphold the Consumer Duty principles and policies, demonstrating commitment to delivering good customer outcomes and put customer interests at the heart of Jarvis’ activities. Act in good faith towards customers, avoid causing foreseeable harm, enabling and supporting customers to pursue their financial objectives.
Ensure all relevant regulatory controls and procedures are diligently updated and observed including FCA, Inland Revenue and in particular, CASS requirements.
Core Competencies
Attention to Detail – Being attentive to detail in the planning and execution of tasks, complying with policies and procedures and stay alert to spot errors and inconsistencies.
Information Management – having a respect for knowledge and being willing to research issues. Discovering the available facts before making a decision. Being organised and systematic and disposed to keep up to date with area of expertise.
Problem solving – The ability to deliver effective solutions and have a good practical understanding of issues. Be imaginative and open to a wide range of ideas and influences, considering both traditional and innovative options before committing to a solution.
Planning and Organising – Ability to see priorities, plan the efficient use of resources and monitor progress against objectives. Respond effectively to unforeseen events.
Communication – The ability to effectively communicate at all levels, both written and verbally, with all internal/external customers
Team Work – The ability to work co-operatively with others, to be a member of a team and work towards the purpose of a common goal.
Flexibility – having the capacity to cope with the unexpected, recognise the need for re-organisation, whether supporting or on the receiving end of change. Welcome views of others and are receptive to learning and new ideas and have ability to adapt.
PERSON SPECIFICATION
Requirements
Minimum 3 years in customer onboarding within the Financial Services industry
Strong understanding of KYC/AML within the UK financial services and regulatory environment.
Able to communicate clearly and precisely in both a written and verbal context.
Have CISI qualifications
Desirable
Educated to degree or equivalent standard.
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