**Wipro,** a leading integral information technology, consulting and business process services company is looking for your talent to join into one of our projects as an **AML and Compliance Analyst.**
**Requirements**:
- Bachelor's degree in accounting, finance or law.
- Advanced English.
- 3+ years of experience in AML - Compliance.
- Intermediate knowledge in Excel and SQL.
- Knowledge on data-analysis.
**Role Purpose**
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
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**Do**:
- ** Support process by managing transactions as per required quality standards**:
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Avoids legal challenges by complying with service agreements
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- ** Deliver excellent customer service through effective diagnosis and troubleshooting of client queries**:
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs
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- ** Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client**:
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self learning opportunities and maintaining personal networks
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**Deliver***:
- No
- Performance Parameter
- Measure
- 1
- Process
- No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback
- 2
- Self
- Management
- Productivity, efficiency, absenteeism, Training Hours, No of technical training completed
**Job responsibilities**:
- Analyze the AML alerts and the related transactions to solidify the reasons for false positive.
- Analyze the data and the attributes in order to check the data accuracy.
- Analyze the scenarios and the models, which may be helpful to reduce the false positives and to find the precision.
- Analyze the risk-based approach mechanism which can be implemented to reduce the false positives and identify only the true positives.
- Understand the AML investigation process and identify the ways and means to simplify and streamline the adjudication process.
**Location**:
Guadalajara, Jalisco.
**Type of work**:
On-site.
**Schedule**:
Monday to Friday from 8 AM to 5 PM.