FinCrime Quality Specialist

Wise•Austin, TX

2d•$34 - $41

About The Position

The FinCrime Quality Specialist improves customer experience and ensures compliance with business and legal expectations by monitoring the work of agents, vendors, and products through reviews and constructive feedback. The role supports consistent quality, identifies opportunities to improve customer, business, and compliance outcomes, and promotes a quality culture by setting standards and defining great servicing. Reporting directly to the FinCrime Quality Team Lead, the specialist helps implement and enforce Wise’s quality management strategy and framework in their region. They work with internal teams, Vendor Management, and support functions such as Training, Knowledge Management, and Continuous Improvement. The role contributes to ongoing development through process validations, tooling or flow testing, reporting enhancements, deep dives, and business-critical projects. It involves addressing issues in new or raw processes, managing higher-risk workflows, and making sound decisions in ambiguous or complex situations. The specialist also maintains operational and quality knowledge by participating in case handling and operational activities, completing relevant Financial Crime and Quality training, and keeping current with changes to products, processes, and requirements.

Requirements

Excellent verbal and written English communication skills, including the ability to produce clear, concise, accurate, and constructive feedback summaries.
Good depth of knowledge in the relevant quality-control domain, compliance guidelines, and procedures.
Ideally, at least 2 years of experience in operations, compliance, or a related field, with a strong focus on SAR/STR/SMR investigations and filing.
Expert understanding of global financial crime regulations and standards, such as AML, CTF, and sanctions, including in-depth knowledge of SAR/STR/SMR reporting requirements across jurisdictions.
Familiarity with money-laundering methods and global financial crime trends, and a proactive approach to keeping current with industry practices and emerging threats.
Ability to work independently, prioritize tasks, and make problem-solving decisions with minimal supervision.
Proficiency with Google Workspace, Microsoft Office (Word and Excel), and Confluence.
Strong attention to detail and organizational skills; self-led, delivery-focused, punctual, and proactive in driving outcomes.
Ability to make independent decisions and deliver results in an operational environment.
Ability to identify and proactively resolve recurring issues and streamline processes while collaborating with business departments and stakeholders.
Reliability, adaptability, commitment to team goals, and ability to thrive in a fast-paced, high-pressure, continuously changing environment while switching between topics and problem spaces.

Nice To Haves

Bachelor’s degree in Finance, Business Administration, Law, or a related field.
ICA, CAMS, CFE, or equivalent certification, especially focused on SAR/STR, regulatory compliance, financial crime compliance, or fraud.
Experience with data analysis tools such as Looker, SQL, or Lightdash for investigations and process improvements.
Certification or training in project management.
Experience in outsourcing projects and auditing.
Experience in a fintech and/or financial crime environment.

Responsibilities

Conduct regular quality checks on FinCrime Operations agents, vendors, and products.
Listen to call recordings, review emails, and monitor performance using QA evaluation forms.
Conduct quality assessments and provide constructive feedback to improve performance.
Partner with Operational Managers and stakeholders to discuss agent QA performance.
Provide feedback on sensitive cases and escalate cases requiring immediate attention.
Participate in scheduled Operations meetings to share insights.
Stay updated on changes that affect service quality.
Suggest and occasionally assist with process improvements to enhance customer service.
Identify root causes of errors and provide feedback to improve processes, tooling, products, and reporting; share findings with relevant teams.
Provide suggestions to Service Experience teams about procedures that could better serve customers.
Assist with onboarding new joiners and support specialists who need additional help.
Participate in calibration sessions and apply action items arising from their results.
Contribute to alignment on standards and provide input during calibration meetings.
Maintain knowledge of Wise processes and procedures, including tooling, communications, compliance, and privacy procedures.
Participate in case handling and operational activities to maintain current product and process knowledge.
Complete required internal and external Financial Crime and Quality training, monitor updates, and apply new learnings.
Contribute to quality management strategy and framework implementation, process validations, tooling or flow testing, reporting improvements, deep dives, and business-critical projects.
Provide feedback to operational and product functions and manage higher-risk workflows requiring increased scrutiny.