Operations Specialist (KYC)

This position is responsible to follow up on client’s KYC and perform KYC checks accurately and in a timely manner for existing and new customers, ensuring that Operating procedures and workflows are followed.

• Constant monitoring of Customer Relationship Management (CRM) tool for customer queries and responding professionally to client in a timely manner and accurately.
• Perform KYC for new clients and ensure all required documentations are in order. Update relevant systems or spreadsheets with progress and clear comments.
• Monitor systems, communication methods and liaise with clients or internal parties professionally over phone, e-mail, skype or WhatsApp and follow up on missing documents in a timely manner and accurately.
• Provide Banks, Payment processors with the relevant KYC documents as and when required. 
• Complete tasks assigned timely and accurately.
• Perform any other tasks as directed for the efficient running of the department.
• Respond to queries timely, following up with action as required and escalate complex issues to the Team Leader or Manager.
• Maintain adequate records of customer queries/complaints and resolution provided.
• Act pro-actively and provide excellent service/ customer support to clients or internal parties. Maintain high customer satisfaction.
• Ensure that reporting line /Management is informed immediately of any challenges as they arise. 
• Maintain a high degree of confidentiality with respects to company processes and client information.
• Maintain close working relationship between Support and other areas of the organization.
• Cross Train within the department.
• Serve as resource / subject matter expert and provide trainings as and when required.
• Contribute to ideas, process improvements and information/knowledge sharing.
• Abide to all policies of the organization.
• Update Key Operating Procedures and Workflows
• Update and log daily statistics.