Conduct research within core bank systems to complete remediation efforts on missing information within the Know Your Customer (KYC) Profile.
Work cooperatively with Retail and Business Banking relationship Managers and branch personnel to communicate with the customer and obtain all required customer data.
Initiate phone contact with customers and answering inbound calls to complete the Know Your Customer (KYC) profile, and support Bank guidelines for delivering exceptional customer experience.
Take ownership of case completion and resolving routine customer objections and concerns while referring more complex issues to the manager and business partner.
Prepare, draft and send letters and email correspondence to external customers to obtain missing Know Your Customer (KYC) data to maintain customer banking relationships.
Handle inbound calls from customers whose accounts are potentially being closed as well as follow up calls from correspondence requests for information.
Input Know Your Customer (KYC) data into the web-based data collection tool.
Take ownership of case completion and resolving routine customer objections and concerns about giving out personal information while referring more complex issues to the manager and business partner.
Navigate various banking systems and internet sites to collect and validate information which will lead to appropriate risk ranking and satisfactory audit reviews.
Interact with internal/external business partners and management for procedural clarifications, issue inquiries and/or problem resolution.
Upload Know Your Customer (KYC) documentation provided from multiple business partners to various bank systems to ensure proper retention.
Interpret legal and various bank documents to validate accuracy of information used in customer research cases and to ensure accuracy of data used during audits and/or examinations.
Complete various steps within departmental procedures accurately and efficiently move customer cases along the required path to completion within designated timeframes.
Collaborate with internal/external customers to ensure we are providing the best customer experience through our investigations of information on Bank customers.
Ensure compliance with operational, security and control policies/procedures.
Identify and participate in implementation of new projects, products, programs and procedure updates to achieve short/long term business objectives.
Complete other related duties as assigned.
Understand and adhere to the Company’s risk and regulatory standards, policies and controls in accordance with the Company’s Risk Appetite. Identify risk-related issues needing escalation to management.
Promote an environment that supports diversity and reflects the M&T Bank brand.
Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
The incumbent works under moderate supervision and exercises reasonable judgment in performing duties.
NATURE AND SCOPE:
The collection and maintenance of Customer Due Diligence (CDD) information is critical to reasonably ensuring M&T knows its customers and can anticipate their activity. This position is responsible for assisting the Centralized Compliance department to ensure adherence to state and Federal regulatory compliance with the Bank Secrecy Act, USA PATRIOT Act and Office of Foreign Assets Control (OFAC).
This position supports the Bank's BSA/AML Compliance initiative by conducting research, Commercial, M&T Securities, Business Banking, Retail, Wealth Institution Services Division (WISD), and Private Banking customers. This involves conducting research on multiple systems and analyzing complex documentation and/or customer relationship structures, as well as interpreting the information. This position maintains relationships with internal/external business partners (listed above) and is responsible for the accurate and timely completion of remediation cases for assigned team.
The position works under moderate supervision and exercises reasonable judgment in completing duties. The position is also responsible for providing exceptional service to customers and updating the customer profile efficiently and accurately. In addition, the position requires one to stay current on operational and system changes/enhancements, as well as demonstrate good risk management.
MINIMUM QUALIFICATIONS REQUIRED:
High school or equivalent (GED) and a minimum of 2 years proven bank, financial services and/or professional office operations experience.
Proficiency with personal computers as well as pertinent spreadsheet and word processing software as well as email.
Proven problem solving skills.
Proven mathematical skills
Demonstrated verbal and written communication skills.
Proven organizational and decision making skills.
Proven time management and prioritization skills.
Good customer service skills and the ability to use tact and diplomacy with internal and external contacts via phone, email or in person.
IDEAL QUALIFICATIONS PREFERRED:
Minimum two (2) years customer service, telephone call center of customer-facing experience.
Working knowledge of M&T bank products and systems.
Familiarity with business terms.
Flexibility to support multiple business lines.
General knowledge of banking regulations.
Specialized knowledge in Know Your Customer (KYC) remediation, products, policy, procedures and systems.
Ability to work in an office environment sitting for the majority of a work shift.
At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future.Job Posting:
Jun 11, 2018, 10:10:07 AM Unposting Date: