Client Services Associate

Why join us? You will be supporting Client Services in completing Know Your Customer (KYC) reviews, working directly with internal (e.g. RMs) and external (i.e. customers) stakeholders to complete cases within required timelines.You will be managing end-to-end completion of the KYC Journey, working within CDD tooling to update customer KYC details, perform outreach and complete monthly case volumes.Your role will entail reviewing the KYC profiles of our profiles, confirming if the data we have is sufficiently updated to enable the bank to manage its risk and, where we need more information, contacting customers (conversational banking) through a variety of channels (e.g. email, voice, digital outreach) to refresh their internal profiles.What you’ll do:Own end-to-end case progression, including planning, executing and documenting customer outreach to obtain KYC refresh information and resolve gaps within SLA.Review internal KYC profiles for our customers, navigating through internal systems, document repositories and publicly available information to identify if there are any requirements to refresh the internal KYC profileDrive timely customer responses through structured follow-ups across email/voice/digital channels, escalating appropriately where responses are delayed.Undertake review process steps supporting our Customer Due Diligence requirements, including assessing risk, screening for risk-relevant external news, assessing / refreshing Source of Wealth, and completion of procedural steps to review / refresh internal risk profilesMaintain accurate call/email notes and ensure all outreach is fully evidenced in the case record.Manage a personal pipeline across multiple stages (review, outreach, follow-up, remediation, approval), prioritising by risk and SLA. What you will need to succeed in the role:Proven track record of strong focus towards high levels of Quality and Customer ServiceStrong written drafting skills for customer emails and internal case notesStrong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.What additional skills will be good to have?Minimum experience of 12 months in dealing with CDD & SystemsPrevious experience in a retail or corporate CDD process / environmentPrevious experience managing calls / communications to external clients, especially high-net worth clientsFluent in spoken English and Bahasa Malaysia; Mandarin / Cantonese is an added advantage.