Consumer AML Operations KYC Contract Center Agent

Bank of America • Addison, TX

396d

About The Position

The Consumer AML Operations KYC Contract Center Agent at Bank of America is responsible for conducting routine analysis, research, and investigations in compliance operations related to financial crimes. This role focuses on executing regulatory requirements, maintaining customer relationships, and enhancing customer experiences in a call center environment.

Requirements

• Minimum of 1 year customer service experience in a call center environment, preferably in the Banking/Financial industry.
• Ability to tactfully handle customer concerns.
• Ability to work within the operating hours and days for this position as outlined in the job requisition, including overtime as needed.
• Excellent verbal and interpersonal communication skills.

Nice To Haves

• Data Collection and Entry
• Data Quality Management
• Adaptability
• Analytical Thinking
• Critical Thinking
• Interpret Relevant Laws, Rules, and Regulations
• Research Analysis
• Collaboration
• Decision Making
• Problem Solving
• Quality Assurance
• Customer and Client Focus
• Innovative Thinking
• Oral Communications
• Prioritization

Responsibilities

• Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and problem-resolution skills in a call center environment.
• Exceeds monthly efficiency objectives and maintains high call quality standards.
• Navigates and uses various internal systems to research, review, update, and confirm customer profile details during conversations with customers.
• Ensures complete and efficient customer interactions by proactively identifying opportunities to enhance customer experience.
• Interprets and analyzes information gathered from numerous applications and third-party sources, identifying issues that prompt further inquiry.
• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues.
• Ensures quality service and effective operations support for internal business partners and external clients.
• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics, working on improving capabilities through learning and development.
• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency.

Benefits

• Competitive benefits to support physical, emotional, and financial well-being.
• Opportunities to learn and grow in a diverse and inclusive workplace.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: No Education Listed