Offer – Process Specialist – Specialist Support – London, UK

Overview

In this role, you support the Customer Due Diligence team within Financial Crime Operations to collect documentation for business customers. You will contact clients directly, manage workload and SLAs, and escalate where information is inadequate or suspicious. You work with Relationship Managers and other FinCrime teams to ensure compliant, timely case progression. The role combines customer dialogue, data gathering, and process coordination to support KYC/KYB and anti-financial crime objectives.

Responsibilities

• Maintain the CDD mailbox and ensure timely responses are forwarded to the CDD specialist
• Create tailored questions and a contact strategy to obtain satisfactory information and minimize escalations
• Conduct calls and emails to collect information promptly
• Handle difficult conversations with customers and stakeholders regarding requests and documentation
• Collaborate with relationship managers to obtain additional information as needed
• Coordinate with team members to issue timely requests to customers and meet SLAs
• Support store interactions on KYC/KYB update information
• Perform administrative tasks such as case progression, triage, and escalation to other FinCrime teams when required

Key requirements

• Experience liaising with customers directly and managing difficult conversations
• Strong communication and customer service skills
• Strong organizational abilities
• Attention to detail in reviewing financial and KYC information
• Passion for fighting financial crime and delivering high service levels
• Ability to work in a fast-paced, operational environment with effective time and caseload management
• Proficiency in Microsoft Word and Excel
• Knowledge of legal/regulatory framework (PoCA, Terrorism Act, Money Laundering Regulations) and external regulator guidance related to CDD
• Understanding of commercial/business products and customer types
• Knowledge of Know Your Business (KYB) requirements
• Customer-facing or operational banking background is desirable

• Strong communication
• Customer service orientation
• Organizational skills
• Microsoft Word
• Microsoft Excel
• KYC/KYB knowledge

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