Escalation Management - AMH RBWM KYCS EDD-G - HSBC Operations, Services and Technology - GZC

Job description

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HSBC Operations, Services and Technology

HSBC Operations, Services and Technology is a pivotal part of the Group, providing essential operational and technical support to our global businesses and helping improve customer service and efficiency. HOST combines global expertise and technology to help keep us ahead of the competition.

Global Service Delivery

Within HSBC Operations, Services and Technology, Global Service Delivery is a leader in the development of services and processes that are designed around the customer and enable the firm to demonstrate to regulators that its processes and ways of working will deliver consistently high standards of compliance. Every day, customers all over the world are paying bills, buying homes and setting up companies and every day, Global Service Delivery teams are making sure all this happens smoothly.

Role Purpose

We are currently seeking an ambitious individual to join this team working together with colleagues to define, manage and achieve divisional business targets. In this role, you will:

· Handle end to end KYC review of RBWM customer, including customer call and document validation
· Check to ensure the CDD Analysts have created, updated and maintained individual customer's Know Your Customer (KYC) profiles in compliance with Line of Business (LOB) procedures & AML policies at on-boarding, periodic reviews & trigger review stage.
· Review documents and KYC information provided to complete the due diligence process and customer profile.
· Co-ordinate with front line (RM/Middle office) and clients to obtain relevant information/facilitate discrepancy resolution.
· When contacting clients, ensure that local regulatory data privacy requirements are met & “tipping-off” is avoided to when procuring the necessary information
· Assesses Anti-Money Laundering (AML)/Terrorist Financing and overall client risks of internationally mobile, High Net Worth (HNW) and Ultra High Net Worth (UHNW) clients for existing customers.
· Evaluates information using KYC information on system to determine the Bank's appetite to onboard or maintain the customer.
· Ensure that the profiles are complete and meet the requirements for profiles to be approved by stakeholders such as Business & FCC

Impact on the Business/Function
· Complete end to end customer due diligence based on LOB procedures for all individual client types
· Navigate through system records, existing document repositories and publicly available information to complete due diligence.
· Maintain customer files by compiling available information and consolidating into the KYC system (e.g. CRT)
· Undertake CDD review process steps like risk assessment, customer screening, Source of Wealth determination, ID&VA and KYC
· Perform Negative News & Facts Screening using tools prescribed by in-country FCC Team (e.g. RDC etc)
· Review all applicable documents to complete the Identification and Verification of client.Using reliable websites, analyze the Source of Wealth information and provide a concise summary for the Relationship Manager to comprehend the details and obtain the necessary information from client to complete the SOW
· Determine the Source of Wealth (SoW) specifics such as Net worth, tangible & intangible assets and Source of Wealth Type using Financial Statements and independent, reliable sources such as Forbes report
· Provide logical justification for the decisions taken when completing the CDD profile
· Identify Exceptions & Approvals required as per LOBP and ensure they are in place prior to profile being approved.
· Identify the Financial Crime Risk Indicators to escalate to in-country FCC.
· Ensure Data Quality controls are maintained and data elements captured correctly.

· Thorough knowledge of LOB procedures and AML policies for all client types.
· Managing requests assigned in a timely and accurate manner, contributing towards positive client experience of the end to end remediation process
· Taking ownership of KYC Review related problems as they arise working closely with all CDD functions, and respective line of business to ensure bottlenecks are resolved in an efficient and timely manner.
· Appropriate identification of negative news & facts using reasonable judgment and create a report for escalation to in-country FCC team when negative news/facts is identified.
· Highlight Financial Crime Risk Indicators promptly to the appropriate risk functions
· Ascertain the appropriate financial information used to finalize the customer's CDD profiling
· Provide an accurate summary of clients Source of Wealth inclusive of all the details from various sources to ascertain how the individual made the first one million up to the current net worth.
· Adhering to all performance level agreements at all times
· Complete CDD related duties as assigned

Customers / Stakeholders

· Maintain relationships with internal stakeholders in the Customer Due Diligence (CDD) services department, LOB front office, AML Compliance and other areas to help ensure requisite support for timely completion of CDD Reviews
· Liaise with Relationship Managers, Middle Office Team and Business Management team to complete the CDD reviews
· Maintain professionalism during interaction/communications with customers/RM/Middle Office (including phone/written correspondences) as part of the process to complete CDD Reviews
· Deal with customer's enquiries in a positive and timely manner
· Deliver outstanding customer service to all internal and external customers representing customers' needs and helping stakeholders achieve strategic goals aligned to customer needs

· Proactively develop understanding of the business and product area thus creating a knowledge base with in CDD
· Complete tasks within Service Level Agreements (SLAs)Working closely with the Assistant Managers and Quality Checking Analysts providing support and coverage as appropriate

Leadership & Teamwork

· Deliver updates to the front line and KYC Services on trends and issues that surfaced in the risk review process to help create and maintain a compliance culture
· Maintain awareness of AML policy updates, procedural changes and updates in compliance guidance which forms the basis for how we assess money laundering and terrorist financing risk.

· Ability to work with tight deadlines and under pressure.
· An active participant during crisis management and process team meetings and Provide support and guidance to your peer group in order to meet CDD objectives
· Own the profile management of requests assigned.
· Interact with different teams namely RM's, Client Liaison teams, Account opening, KYC to negotiate / resolve the issues and work towards quick closure of the referral
· Contributing to positive and productive environment through openness, flexibility, positive attitude and prompt reporting and escalation of issues and proper time management.
· Should be an active team player.

Operational Effectiveness & Control

· Ensure activities comply with applicable internal policies and procedures and external regulation.
· Escalate more complex or significant issues to manager to ensure their timely resolution.
· Participate in special KYC Services review, projects and training efforts, as required.

· Operational Effectiveness & Control Identifying the customer's issues and queries accurately. The issues and queries should be analyzed, resolved and answered by following the standards, procedures, policies and group guidelines.
· Perform activities as per the set quality standards and meet quality parameter defined in for the process. Work on feedback and ensure errors are not repeated.
· Adhere to the compliance/ audit requirements set and communicated by the GSC management; keep the confidentiality of sensitive information of users; ensure breach of confidentiality is immediately bought to the attention of the line manager.

Desired profile

Qualifications :

·  Excellent call skill and communication skill in English, Cantonese, Mandarin
·  Prior Experience in working on escalation management/ complaint handling
·  A Bachelor's degree or with equivalent industry/functional experience. Functional experience needs to be minimum of 2 years' experience in reviewing customer profile to ensure they meet the AML/Sanctions/KYC requirements (E)
·  Prior Experience in working on High Networth and Ultra High Networth profiles will be an added advantage (D)
·  Prior Experience in working on similar case manager roles in areas such as Account Opening is an added advantage (D)
·  Experience of working with screening tools such as World-check, RDC, etc (D)
·  Computer literate and ability to work on basic applications like MS Excel, MS Word and Lotus Notes (E)
·  Excellent Communication skills in English – written and verbal, good communication skill in Cantonese (E)
·  Ability to be flexible and willing to change along with changes in corporate and department objectives in addition to recommending changes to assist in meeting these objectives. (E)
·  Ability to learn quickly and adapt to evolving and changing priorities. Procedures change frequently; selected candidates are expected to implement the changes immediately with minimal training. (E)
·  Ability to learn quickly and adapt to evolving and changing priorities. Procedures change frequently; selected candidates are expected to implement the changes immediately with minimal training. (E)
·  Is self-motivated, pragmatic - sense of urgency is a must (E)
·  Willing to work a flexible schedule to accommodate business needs. (E)
·  Demonstrate strong analytical skills, evidence of strong decision making and be able to provide full investigation and analysis
·  Ability and capable to identify opportunity and initiate process improvements
·  Strong time management and strong interpersonal skills with the ability to communicate effectively at all levels
·  ACAMS, CPA is preferred
Additional Information / Specific Skills (If Any):
Flexibility to work in night shift (E)
Previous experience in working for AML/KYC teams is required (D)

You'll achieve more at HSBC.

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.

***Issued by HSBC Electronic Data Processing (Guangdong) Ltd. GSC China***