Job Summary
Overall, the Financial Crime Customer Advisor works to ensure excellent customer service and attend to all customer needs/ requests/ queries/complaints.
Job Description
- Complete Adverse media checks, seek management approvals and close out annual reviews for customers reviewed and confirmed compliant.
- Call Back Customers and Confirm if there have been any changes to customer due diligence information held on customer file.
- Call Back customers to obtain information that closes out transaction monitoring alerts timeously.
- Engage customers to share pending customer KYC documents/information via the same Absa group email address.
- Follow up with the customer and ensure required documents are received within 90 days.
- Manage Customer Complaints and ensure that all the details pertaining to complaints are obtained from the customers, logged into the bank’s complaint management system (BOC) and follow up for resolution of all complaints that can be resolved at First Point of contact.
- Records management – ensure that all customer documents received via email are printed and scanned onto the storage system (Sybrin I&W).
- Provide support on review and completion of annual reviews specific to Medium Risk and Low risk.
- Provide monthly MI on Customer contact to the Financial Crime Quality Assurance Manager.
- Escalation of Financial Crime related issues to the Financial Crime Quality Assurance Manager
Education
Further Education and Training Certificate (FETC): Office Administration (Required)
