The CDD Service Specialist will be responsible for performing accurate background operational support administration duties in relation to the Anti-Money Laundering (AML) requirements within RISO. This entails, but not limited to, inital Customer Due Diligence (CDD) screening, prioritisation of Enhanced Due Diligence (EDD) matters, requesting of missing required documentation and information on high-risk clients, and providing general support for the operational and client services environments.
A strong focus on client experience, efficiency handling, optimisation and offering world class service across multiple platforms to all stakeholders.
Requirements
- Minimum of 2-3 years of practical experience in the Investment, Insurance, and Financial Services industry with strong client service skills.
- Experience in an investment service environment, building relationships, facilitating business growth, and more is a significant advantage.
- Knowledge and experience with digital tools is a plus.
- Tech-savvy with troubleshooting skills and a knack for finding solutions.
- Familiarity with industry legislation (e.g., POPIA, GDPR, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS) is beneficial.
- Minimum education: Grade 12 with Math and/or Accounting.
- A degree in B. Com Finance/Investments or related field is advantageous.
- Knowledge of Momentum Investments products, processes, and systems is a plus.
- Strong computer skills, quick to learn new systems confidently.
- Proficiency in Microsoft Office Suite (Excel, Word, Outlook, and Teams) at an intermediate level, with advanced dual-screen navigation and typing skills.
- In-depth knowledge of the financial services industry.
- Understanding of client service policies, procedures, and processes.
- Familiarity with business - related rules and regulations.
- Awareness of relevant regulatory and compliance requirements.
- Understanding of call and service center operations.
- Knowledge of relevant products.
- Familiarity with complaints handling processes and procedures.
As a Service Specialist within the Client Due Diligence (CDD) team you will:
- Follow the Client Due Diligence process efficiently for every task.
- Report and save all findings.
- Take personal responsibility for meeting service-level timelines and quality standards for all work queues.
- Address and resolve queries and escalations with personalized responses to meet various client needs, aiming for first-time resolution.
- Gather and analyze stakeholder data for process and system improvements.
- Monitor daily tasks and keep stakeholders informed.
- Assist with Projects, FSCA and other Audits as needed.
- Always provide polite and timely customer service with a positive and professional approach.
- Maintain a consistent and exceptional client experience in a fast-paced, high-pressure, and deadline-driven environment.
- Write personalized, considerate responses for client needs, whether through phone calls or emails.
- Ensure strict client confidentiality at all times.
- Accurately capture and process client instructions within set timelines and quality standards, and request missing information as needed.
- Ask for and collect any missing information, documents, or signatures following legal, compliance, and product guidelines. Using phone calls is recommended to improve communication and service quality.
- Consistently keeping our clients (FA, administrative staff, and channel partners) informed at every step without any exceptions.
- Help, encourage, and train advisers, their administrative staff, and channel partners in adopting digital tools to boost digital usage.
- Collaborate with stakeholders to identify and solve digital challenges.
- Resolve any issues hindering the expansion of our digital presence.
- Help the RISO team with different tasks, like processing client instructions, managing transactional indexing, and participating in cleanup projects. Work as a team to reach excellence.
- Follow product, legislative, and compliance procedures consistently.
- Adhere to client-centric and fair treatment principles.
- Meet personal daily and monthly targets for production, quality, and client satisfaction.
- Contribute actively to team goals and successes as a collective team member.
- Research, follow up, and resolve client inquiries and problems in a timely and professional manner, keeping all stakeholders informed.
- Contribute to a culture of identifying and suggesting improvements to enhance customer service, reduce costs, improve efficiency, and minimize risks.
- Continuously improve performance, self-development, and knowledge for personal growth.
- Continually enhance expertise in professional, industry, compliance, and legislative knowledge.
- Embody the values of Momentum Metropolitan: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork.
- Ensure strict client confidentiality at all times.
