Production Specialist Analyst
MM International
Atlanta, GA, United States
Permanent
Full-time
Job Title : AML Analyst / Fraud Analyst
Location : Atlanta, Georgia- 30341 ( Onsite - 8am to 5pm )
Duration : Permanent Full-time
Must Have : AML Fraud Banking and KYC (KNOW YOUR CUSTOMER)
Role Purpose :
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and / or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- 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
- Resolve client queries as per the SLA's 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
- Avoids 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 call and email 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
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
Required Skill Needed :
- Triaging
- Initial Investigations
- Transaction monitoring
- Transaction analysis
- Fraud transaction analysis
- AML Monitoring
- FIU investigation
- SAR / STR filing investigation
- Enhance Due Diligence
- Sanction Screening
- PEP Screening
- Alerts monitoring
8 days ago