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Data Center/Customer Service Team Lead

Company: Regional Recreation Corporation of Wood Buffalo
Location: Jersey City
Posted on: April 8, 2021

Job Description:

SMBC Group is a member of Sumitomo Mitsui Financial Group IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW ACCOUNT - To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an account. What this means for you: When you open an account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver's license or other identifying documents. Posting Date 2 days ago (5/26/2020 9:57 PM) Career Category Information Technology Position ID 2020-0283 Corporate Title Associate Type Fulltime-Regular Overview Our Team Lead is responsible for the management and daily operations of the KYC helpdesk, providing high-end quality customer service to our customers who use applications created in the e-Work, Metastorm BPM and OpenText MBPM, located in North America, Canada, South America and Asia. He/She will receive all KYC-related calls from internal "SMBC" customers via ACD and manage each request correctly; open a trouble ticket; attempt to resolve the issue and, if unable, dispatch efficiently while communicating with the customer to ensure complete satisfaction.-- Responsibilities

  • The management and daily operations of the KYC Helpdesk and--initial escalation point for KYC issues.
  • Escalate to Development teams in order to resolve and troubleshoot issues.
  • Keep up to date on regulatory and compliance changes as it relates to KYC, and ensure these requirements are relayed to team members.
  • If software changes are required, this person works with Developers and Compliance teams to ensure the correct changes are developed and deployed, and users trained on these ichanges.
  • Support direct report(s)and interact with CSC Team leads to review and enhance team-wide processes and ensure they are being followed.
  • Required to create periodic reports to demonstrate metrics / workload on the team.
  • Providing input into innovation within the team.-- Qualifications
    • 3-5 years of experience with KYC / AML Policies and Practices
    • 3-5 years of Helpdesk experience
    • Must have experience with AML and KYC practices
    • Must have experience supporting applications written in e-Work / Metastorm BPM / OpenText MBPM
    • Experience supporting rules-based and workflow-based applications a plus.
    • Basic knowledge using Active Directory.
    • Strong customer service and analytical skills
    • Excellent verbal and written communication skills
    • Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.
    • Presentation & Training Skills
    • Must be a team player
    • Experience reading process flows preferred
    • Experience with SQL a plus.
    • Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.
    • Work experience in commercial bank or financial institution preferred.
    • Ability to work with peer team leads to enhance processes. Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Loading... SMBC is an EO employer - M/F/Veteran/Disability

Keywords: Regional Recreation Corporation of Wood Buffalo, Jersey City , Data Center/Customer Service Team Lead, Hospitality & Tourism , Jersey City, New Jersey

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