Process Specialist – Specialist Support (London)

About the role

We are looking for a Process Specialist to join the Specialist Support team in London, supporting the Customer Due Diligence (CDD) function within Financial Crime Operations. The role involves direct interaction with business customers to obtain time‑critical, sensitive information required for KYC/KYB compliance.

Key responsibilities

• Maintain the CDD mailbox, ensuring timely responses from customers and forwarding information to CDD specialists.
• Develop and follow a tailored questionnaire and contact strategy to gather required documentation without unnecessary escalation.
• Conduct calls and emails with customers, handling difficult conversations and push‑back while meeting SLA targets.
• Collaborate with relationship managers and other FinCrime teams to obtain additional information and resolve ownership or operational queries.
• Tri­age, escalate, and progress cases, including administrative tasks such as case closure and escalation to other FinCrime teams when needed.
• Provide support and advice to store teams on KYC/KYB updates during customer visits.

Required profile

• Proven experience communicating directly with customers and managing challenging conversations.
• Strong organisational abilities and meticulous attention to detail when reviewing financial and KYC information.
• Ability to work independently, manage workload, and meet defined service‑level agreements.

Required skills

• Customer liaison and communication skills.
• Knowledge of KYC/KYB processes and financial crime compliance standards.