- Support process by managing transactions as per required quality standards
- Handle all incoming client help requests via telephone and/or emails politely
- Collect all essential end user identification details
- Maintain own availability in the RAVE system for process efficiency
- Record, track, and document all received queries and resolutions
- Follow standard processes to address client issues within defined SLAs
- Utilize internal knowledge bases and resources for effective issue resolution
- Identify product details for better client interaction
- Analyze call logs to identify trends and prevent future problems
- Create and update self-help documents for quick issue resolution
- Alert team leader about serious client issues
- Provide necessary product information to clients
- Ensure compliance with service agreements to avoid legal challenges
- Deliver excellent customer service by diagnosing and troubleshooting client queries effectively
- Offer product support and solutions to clients through step-by-step guidance
- Assist clients in navigating product features
- Troubleshoot client queries courteously and professionally
- Maintain records of all customer queries
- Accurately document all incoming communication using tracking software
- Provide alternative solutions to retain customer business
- Communicate effectively with clients and follow up for feedback
- Build capability for operational excellence and superior customer service
- Participate in product trainings to stay updated on features and changes
- Engage in specific trainings as per client requirements
- Collaborate with team leaders to enhance training programs
- Continuously learn through self-improvement opportunities
- Triaging
- Initial Investigations
- Transaction monitoring
- Transaction analysis
- Fraud transaction analysis
- AML Monitoring
- FIU investigation
- SAR/STR filing investigation
- Enhanced Due Diligence
- Sanction Screening
- PEP Screening
- Alerts monitoring
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Production Specialist Analyst - Atlanta, United States - Explore Tek Staffing Inc
Description
Production Specialist Analyst
Location: Atlanta, Georgia (Onsite - 8am to 5pm)
Duration: Permanent Full-time
Must Have: AML Fraud Banking
Role Purpose: The main goal of this position is to offer efficient technical support to the process and proactively resolve client concerns directly or by promptly escalating them to meet process SLAs.
Required Skills:
