FinCrime Quality Specialist

Wise•Austin, TX

1d•$34 - $41

About The Position

The FinCrime Quality Specialist helps improve customer experience and ensure compliance with business and legal expectations. The role implements and enforces Wise’s quality management strategy and framework by monitoring agent, vendor, and product quality, providing constructive feedback, and identifying opportunities to improve customer, business, and compliance outcomes. The specialist promotes a quality culture in their region and reports directly to the FinCrime Quality Team Lead. Working with internal teams, Vendor Management, Operations, Training, Knowledge Management, Continuous Improvement, and other support functions, the specialist contributes to continuous improvement and business-critical projects. This includes process validations, tooling or flow testing, deep dives into complex areas, addressing issues in raw or new processes, and applying increased scrutiny to higher-risk workflows. The position requires sound decision-making in ambiguous, unfamiliar, and high-stakes situations. The role also requires maintaining operational and quality knowledge through case handling, operational activities, and required Financial Crime and Quality training. Compensation is USD 34–USD 40.75 per hour.

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, including AML, CTF, sanctions, and SAR/STR/SMR reporting requirements across jurisdictions.
Familiarity with money-laundering methods and global financial-crime trends, and an ability to stay informed about 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 applications including Word and Excel, and Confluence.
Strong attention to detail and organization; self-directed, target- and delivery-focused, punctual, and proactive.
Ability to make independent decisions and drive outcomes in an operational environment.
Ability to recognize and proactively resolve recurring issues and streamline processes in collaboration with business departments and stakeholders.
Reliable and adaptable, committed to team goals, and able to thrive in a fast-paced, high-pressure environment while switching between topics and adapting to a changing operational landscape.

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.
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 quality-control evaluation forms.
Conduct quality assessments and provide constructive feedback to improve quality performance.
Partner with Operational Managers and other stakeholders to discuss agent quality-control 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 findings and feedback to relevant teams to improve processes, tooling, or products.
Provide suggestions to Service Experience teams regarding procedures that could better serve customers.
Assist with onboarding new joiners and support specialists who need additional help.
Participate in calibration sessions, apply resulting action items, and help maintain alignment with quality standards.
Maintain knowledge of Wise processes and procedures, including tooling, communication, 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 learnings.
Contribute to reporting-domain enhancements, process validations, tooling or flow testing, and business-critical projects.
Conduct deep dives, provide feedback on complex areas, identify and address issues in new or raw processes, and scrutinize higher-risk workflows.