Client Outreach Onboarding Specialist

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This role leads the KYC/AML client onboarding process for GCIB LatAm, serving as the primary point of contact between clients, Bankers, Operations, Risk, and other internal stakeholders. It manages the end-to-end onboarding lifecycle, ensuring timely collection of CDD and ECDD documentation, resolving onboarding obstacles, and meeting critical signing deadlines.

The role applies pragmatic, client-focused approaches while ensuring compliance with all applicable policies and regulations. It represents the voice of the client internally, works across Lines of Business to address coverage gaps, mitigates KYC-related risks and business impacts, and drives process improvements, performance metrics, and enhancements to client engagement and onboarding practices.

Responsibilities:

• Work with Bankers, Ops and relevant parties to determine requirements for a given client’s onboarding

• Assign Onboarding Outreach contacts and serve as the key point of contact for relevant Clients as well as Bankers, Operations, Risk and other internal functions

• For urgent Onboards help to swiftly remove road blocks and guide cases until their completion to ensure we meet signing deadlines

• Be a promoter and advocate for pragmatic approaches towards KYC Onboarding requirements

• Drive ownership of client engagement and work across Lines of Business to close relationship coverage gaps, if any

• Drives the organization and recording of client contacts in appropriate systems of record

• Own any requirements as it relates to client-related discussions in internal governance routines within the FLU and those governed by support partners

• Oversees and resolves the risks and impacts of non compliance with KYC processes, including restrictions, closures and associated business growth impacts

• Consolidate client feedback on policy, requirements and/or jurisdictional nuances where given to help improve the Bank’s processes across lines of business and regions

• Raise process issues and improvements that collectively help our clients

• Partner with colleagues in Banking, Sales, FLU COOs, FLU Change, FLU Business Controls, Operations, and other groups as needed

• Review clients for appropriate activity and liaise with Bankers on whether relationships with specific entities should continue

• Own the Outreach of KYC Onboarding and review the appropriateness of any re-onboarding where appropriate

• Own timely collection of client required documentation, including follow up where needed

• Ensure voice of the client is heard while adhering to policies, laws, rules and regulations

• Consider, propose or feedback on potential client portals or improved methods of interaction

• Own performance metrics, and ensure any exceptions are resolved within required timeframes

• Master customer due diligence (CDD) requirements and guide clients as needed to comply

• Drives the collection of enhanced customer due diligence (ECDD) requirements and guide clients as needed to comply

Required Skills:

• Bachelor's degree or equivalent experience

• 4+ years experience in a client facing role within the financial services or a related industry

• Preferred: Certified Anti-Money Laundering Specialist (“CAMS”)

• Knowledge of AML CDD policy and standards, industry practices in AML CDD, including legal entities in global jurisdictions

• Must demonstrate a strong client focus

• Demonstrable ability to work across lines of business, regions and global client groups

• Understands how the client book fits into the overall business growth strategy

• Understand big picture and ability to work well independently

• Ability to initiate and build strong relationships with all levels of the organization

• Excellent interpersonal skills for motivation, collaboration and encouragement

• Professional Demeanor: Demonstrating patience, composure, and positive attitude.

• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.

• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.

• Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision.

• Strong organizational skills and ability to prioritize and manage competing priorities with excellent attention to detail

• Excellent proficiency using Microsoft office products, particularly Microsoft PowerPoint, Excel, Word

• Proficiency in English and Spanish

• Additional languages desirable: Portuguese

Skills:

• Attention to Detail

• Customer and Client Focus

• Monitoring, Surveillance, and Testing

• Process Performance Management

• Research

• Adaptability

• Business Analytics

• Critical Thinking

• Reporting

• Written Communications

• Data Management

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Effectiveness

• Strategic Thinking