Analyst

Role Purpose

Is responsible for conducting comprehensive due diligence on commercial customers to ensure compliance with regulatory requirements and internal policies. The role involves verifying company information, validating ownership structures, performing sanctions and adverse media screening, conducting identity verification, and completing all required CDD documentation prior to onboarding. Key Responsibilities: -Verify company information using Companies House (UKCH), including company status, directors, PSCs, and filing history -Validate shareholder details against internal records and raise PSC discrepancies where required -Conduct sanctions, PEP, and adverse media screening using World-Check for companies, directors, and qualifying shareholders -Verify company registration details on the FCA Register, where applicable -Perform identity verification of directors and significant shareholders using Experian and LexisNexis Trace IQ -Conduct open-source research to verify company information, including Nature of Business (NOB), trading name, trading address, and contact details Liaise with dealers to obtain missing or additional due diligence information when required -Complete CRA forms and CDD checklists accurately and within agreed timelines -Escalate potential financial crime risks, sanctions matches, and other high-risk findings to the appropriate team -Ensure all due diligence activities comply with regulatory requirements, internal policies, and audit standards Key Skills & Competencies: -Strong knowledge of Commercial Customer Due Diligence (CDD) and KYC requirements -Understanding of UK Companies House, PSC regulations, and FCA Register -Experience using World-Check, Experian, and LexisNexis Trace IQ -Excellent analytical and investigative skills -Strong attention to detail and accuracy -Ability to identify and escalate potential financial crime risks -Good written and verbal communication skills -Ability to manage multiple cases while meeting service level agreements (SLAs) -Proficiency in Microsoft Office applications, particularly Excel and Outlook Key Deliverables: -Accurate verification of company ownership and control -Timely completion of identity verification and sanctions screening -Proper escalation of high-risk findings and potential sanctions matches -Complete and accurate CRA forms and CDD checklists -Compliance with internal policies, regulatory requirements, and audit standards

Support process by managing transactions as per required quality standards Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner 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 Ensure all product information and disclosures are given to clients before and after the call/email requests Avoids legal challenges by complying with service agreements

Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner

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

Ensure all product information and disclosures are given to clients before and after the call/email requests

Avoids legal challenges by complying with service agreements

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 Accurately process and record all incoming call and email using the designated tracking software 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

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

Accurately process and record all incoming call and email using the designated tracking software

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

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

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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