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Data Center/Customer Service Team Lead

Company: Sumitomo Mitsui Banking Corporation
Location: Jersey City
Posted on: May 3, 2021

Job Description:

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.JRI America, Inc., ("JRI-A"), is a subsidiary of the Japanese IT financial services company, Japan Research Institute Ltd ("JRI"), which is the specialist IT subsidiary of Sumitomo Mitsui Financial Group ("SMFG"). SMFG which owns Japan's second-largest bank, Sumitomo Mitsui Banking Corporation ("SMBC") by asset size and a Fortune Global 200 company offers a broad range of financial services, primarily banking-related. The group is also engaged in leasing, securities, credit cards, mortgage securitization, venture capital and other credit related businesses and employs over 60,000 people worldwide and has a stated strategic objective of further global expansion. JRI-A provides information technology services in the Western Hemisphere (including the Americas, Europe, Middle East and Africa) that support the Groups operations. Responsibilities: The management and daily operations of the KYC Helpdesk andinitial 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 Practices3-5 years of Helpdesk experienceMust have experience with AML and KYC practicesMust have experience supporting applications written in e-Work / Metastorm BPM / OpenText MBPMExperience supporting rules-based and workflow-based applications a plus.Basic knowledge using Active Directory.Strong customer service and analytical skillsExcellent verbal and written communication skillsMust work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.Presentation & Training SkillsMust be a team playerExperience reading process flows preferredExperience 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.

Keywords: Sumitomo Mitsui Banking Corporation, Jersey City , Data Center/Customer Service Team Lead, Hospitality & Tourism , Jersey City, New Jersey

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