Process Specialist – Specialist Support (London)

About the role

The Process Specialist will support the Customer Due Diligence (CDD) team within Infosys' Financial Crime Operations. You will be responsible for obtaining time‑critical, sensitive documentation from business customers, managing case progress, and ensuring compliance with policy standards and service level agreements.

Key responsibilities

• Maintain the CDD mailbox, track responses, and forward information to CDD specialists.
• Create and follow a tailored questionnaire and contact strategy to gather required data.
• Communicate with customers via calls and emails to secure timely and accurate information.
• Handle difficult conversations and push‑back from customers and internal stakeholders.
• Collaborate with relationship managers to obtain additional documentation when needed.
• Work with team members to meet SLA targets for case completion.
• Provide guidance to store staff on KYC/KYB updates and related customer interactions.
• Triaging, escalating, and progressing cases to other FinCrime teams as required.

Required profile

• Proven experience liaising directly with customers and managing challenging conversations.
• Strong communication and customer service abilities.
• Excellent organisational skills with keen attention to detail.
• Ability to review financial and KYC information accurately.
• Passion for combating financial crime and ensuring regulatory compliance.

Required skills