SSUSA Job #569: First Level AML/KYC Support

Job Description


First Level AML/KYC Support 





This position is responsible for providing high-end quality customer service to our customers who use  our in house applications created in the e-Work, Metastorm BPM and OpenText MBPM, located in North America, Canada, South America and Asia.


Receive all CSC related calls from internal  customers via ACD. Manage each request correctly; open a trouble ticket; attempt to resolve the issue and, if unable, dispatch efficiently while communicating with the customer to ensure complete satisfaction.  




  • Escalate problems using in-house escalation sheets.
  • Provide all necessary information to next level support. (Attachments, screenshots, and all material, which will facilitate troubleshooting.)
  • Ensure that all tickets have been properly completed before closing.
  • Must be willing to work some weekends and late nights to support upgrades, changes, etc.
  • Must be able to work under pressure.
  • Maintain good working relationship with team members and all members of the organization.


Key Competencies/Skills:


  • Open ticket for each e-work, KYC or Global CIF call coming into the CSC.

  •  Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups.

  •  Offer customers basic ‘how to’ information for working with e-work, KYC or Global CIF applications.

  •  Answer all helpdesk phone calls within 2 or 3 rings.(n/a)

  •  Perform simple e-work, KYC and Global CIF administrative functions, such as ‘To Do List’ management, as permitted by KYC Policies and Procedures.

  •  Provide simple ad-hoc reports from CIF data using SQL queries.

  •  Check and respond to all E-mail notifications.

  •  Check and respond to all voice mail notifications.

  •  Troubleshoot and provide resolutions on initial contact when possible (using KYC and e-Work administration tools, remote desktop, etc.)




  •  Well versed in Microsoft Internet Explorer.

  •  Basic knowledge using Active Directory.

  •  Strong customer service and analytical skills.

  •  Several years of 1st level Call Center experience.

  •  Experienced dealing with a high volume of calls and problems reported by high end users.

  •  Must work well with others, be customer focused, a team player, positive attitude, and have excellent communication skills.

  •  Must be a forward thinker, always looking to improve existing CSC processes and provide relevant solutions.

  •  Work experience in commercial bank or financial institution preferred.

  •  Experience reading process flows preferred.

  •  Experience with SQL a plus.

  •  Experience with AML and KYC practices a plus.

  •  Experience supporting applications written in e-Work / Metastorm BPM / OpenText MBPM a plus.

  •  Experience supporting rules-based and workflow-based applications a plus.


Preferred Previous Work Experience


3 + years of customer service and financial / banking experience


Preferred Education/Licenses/Certifications/Registrations


Collage degree and or IT Certification equivalent such as I.T.I.L. Ver # 3 Practioner  

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Job Location
Jersey City/NYC

Position Type