Job Description:

Candidate will be a part of the Client Experience team within the Global Markets (GM) line of business.

The Function

The Client Experience team is the front line unit who works with clients and internal partners to enhance the client experience, including Know Your Client (KYC) periodic refresh and remediation processes. We work in close collaboration with Global Markets Sales, GM KYC Client Outreach team and risk partners to support the client lifecycle end to end processes including the Bank's global regulatory and policy requirements as it relates Client Due Diligence (CDD) documentation collection, with support from Operations and Global Financial Crimes Risk teams.

The team acts as a coordination point for resolving issues/challenges as it relates to clients, including issues stemming from periodic refresh.

• Work closely with the GM KYC Client Outreach team to assist with requirement clarifications and escalations
• Main point of contact for KYC escalations with GFC, AML Ops
• Participate on calls with COS and clients to address KYC questions as needed
• Partners with KYC support to review, challenge and communicate the KYC refresh forecast including any considerations as it relates to internal capacity as well as client population considerations
• Oversees and resolves the risks and impacts of non compliance with KYC processes, including restrictions, closures and associated business growth impacts
• Consolidate and escalate client feedback on policy, requirements and/or jurisdictional nuances where given to help improve the Bank's processes across lines of business and regions
• Raise process issues and improvements that collectively help our clients
• Partner with colleagues in Banking, Sales,, FLU COOs, FLU Change, FLU Business Controls, Operations, and other groups as needed
• Represent Outreach on exam/audit/regulatory management from a FLU perspective, where needed
• Adhere to bank privacy policies in securing non-public information obtained as part of KYC activities
• Embrace a collaborative and output oriented culture

• Bachelor's degree or equivalent years of experience; Juris Doctorate preferred
• Knowledge of AML CDD policy and standards, industry practices in AML CDD, including legal entities in global jurisdictions
• Experience managing and/or running AML governance programs preferred
• Must demonstrate a strong client focus
• Demonstrable ability to work across lines of business, regions and global client groups
• Understands how the client book fits into the overall business growth strategy
• Understand big picture and ability to work well independently
• Ability to initiate and build strong relationships with all levels of the organization
• Excellent interpersonal skills for motivation, collaboration and encouragement
• Professional Demeanor: Demonstrating patience, composure, and positive attitude.
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision.
• Strong organizational skills and ability to prioritize and manage competing priorities with excellent attention to detail