Customer Due Diligence (CDD) Case Handler

Job description

The Customer Due Diligence (CDD) Case Handler role is based within BBPM Know Your Customer (KYC) Middle Office team.

The role of the Customer Due Diligence (CDD) Case Handler will be key in ensuring high quality Know Your Customer (KYC) reviews are completed for existing HSBC customers including:
· Reviewing case information provided by back office teams before customer engagement and feeding back any issues. This will include discussions with other departments to ensure that both the business and the programme are well engaged and informed.
· Conducting reviews by telephone appointment with customers who do engage and updating systems accordingly.
· Ensuring the information provided passes ‘make sense' test before going to approval colleagues.
· For some role holders there will also be a need to complete approvals of lower risk cases.
· All of the above seek to ensure a smooth customer journey by proving a high quality service from first point of call to through to approval achieve maximum customer satisfaction. At the same time any FCC risks need to be escalated

Your responsibilities will include:
· Provides capability for largest customer volumes to be reviewed on a cycle in line with Global Standards requirements.
· Manage cases independently and efficiently: focus on efficiency, quality and effectiveness. Adherence to documented policies and procedures.
· Ensures timely completion of Know Your Customer (KYC) data inputs into bank system(s) meaning we retain quality customers and exit those outside of our risk appetite.
· Some role holders may on occasions deputise for Team Leaders.
· Quality monitoring scores voice checks: direct customer feedback via complaints, compliments and customer satisfaction surveys.
· Completion of required training and accreditations.
· Contribution to team events, team meetings and suggestions put forward for improvements or efficiency gains, completion of other team related duties as appropriate.
· Displays patience and empathy, and proactively manages his, or her career development.
· Assistance in timely implementation of internal and external audit points together with any issues raised by external regulators: completion of technical training that enhances system knowledge and proficiency, regular attendance at learning sessions and team meetings

Desired profile

The ideal candidate for this role will have:
·  Experience working in relevant environments, i.e. A fast paced environment and be used to working volumes or cases with a quality approach at all times
·  Experience working in relevant market, context, i.e. Anti-Money Laundering (AML), Know Your Customer (KYC) or Global Standards experience
·  Experience of using relevant software packages, i.e. MS-Office, especially MS-Excel and be able to quickly learn bank systems including newly implemented Global Standards tools
·  Experience working in relevant environments, i.e. Commercial Banking is desirable but not essential
·  Previous experience of delivering an excellent customer service
·  Consistently achieved objectives set for them and taken action to improve their own performance
·  Self-awareness with confidence to work independently and take responsibility for own development
·  Both spoken and written communication skills with experience of sharing information effectively, in a clear, concise and professional manner
·  Contributed productively to team objectives, sometimes supporting and sometimes leading activities to achieve shared goals
·  Experience of personally complying with business processes, rules and regulations

The base location for this role is Croydon.

At HSBC we look to enable our employees to better balance their work / life priorities and have the flexibility required to meet challenging needs as they progress through different life stages. Where possible we will consider the following flexible working options: part-time working, job sharing, term-time working, and working from home and staggered hours. If in considering a role with HSBC you have a need for some flexibility in your working arrangements please discuss this with the recruitment team in the early stages of the application process.

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: CMB, KYC, Case Handler, AML, Global Standards, Remediation