Senior Officer - KYC Remediation-BB KYC Outbound Team (UAEN Only)

Role Overview

Senior Officer – KYC Remediation with the BB KYC Outbound Team at Mashreq, reporting to the Service Manager – KYC Remediation.

Role Purpose

Assist the Service Manager in delivering KYC remediation targets within minimal rejects. Drive efficiency in the remediation process and coach new joiners.

Key Responsibilities

Compliance & Documentation

• Ensure KYC documents and information obtained from customers meet all standards as per the Bank's AML/Sanctions Compliance Policy.
• Review appropriateness of risk levels assigned to customers and ensure documents obtained align with risk level requirements and Bank policy.
• Ensure KYC documentation errors are kept at minimum.
• Ensure KYC documents are stored daily in safe custody.
• Approve KYC documents for updation by CCAM in Flex.

Process Delivery & Quality

• Achieve and control given daily assignments and activities timely and effectively.
• Ensure achievement of all KPI and KPA standards and quality of work.
• Identify and develop opportunities for seamless KYC remediation process and system enhancement.
• Supervise and manage the customer response mailbox effectively and efficiently.

Customer & Stakeholder Management

• Handle customer complaints and escalations on priority with end-to-end process resolution.
• Investigate complaints, analyze gaps and propose effective recommendations to fix issues.
• Ensure effective follow-up with customers as appropriate for better customer experience.
• Ensure documents are collected as per requirement with no complaints.
• Coordinate with stakeholders for timely KYC updation.
• Conduct hands-on stakeholder management to ensure effective and timely remediation of KYC.
• Resolve customer problems and complaints through coordination with line managers and other channel partners.

Support & Development

• Support the KYC Coordinator with relevant information to update the MIS daily.
• Coach new joiners.
• Ensure participation in all activities including morning huddles, training, coaching, MBOs and completion of mandatory trainings.
• Provide back support in absence of reporting manager effectively.

Qualifications & Experience

• Graduate with 5–6 years banking experience.
• In-depth knowledge of KYC documentation.
• Knowledge of systems used by the Bank.

Skills & Competencies

• Committed to Results (Level 3).
• Communication Skills (Level 2).
• Influencing and Negotiation Skills (Level 3).
• Customer Focus (Level 3).
• Attention to Quality and Detail (Level 2).

Additional Information

• The jobholder will operate within well-defined and demarcated business areas and must adhere to the Bank's KYC policy and guidelines.
• Effective active liaison with superiors and direct reports within the business unit is required to achieve business objectives.