The role in a nutshell:
The role of the Customer Conversion Agent consists of applying and improving KYC (“Know Your Customer”) processes and new procedures alongside the KYC team. KYC processes include the on boarding of new customers and the verification of their details, to comply with regulatory requirements of differing jurisdictions that we operate in.
The Customer Conversion Agent will primarily focus on the customer verification process in Ireland in order to increase the conversion rate of new customers that become ongoing depositors, which is performed by proactively contacting new Irish signups (via email communication) that have not passed automatic verification or provided documents on registration.
The Customer Conversion Agent will also be responsible for reviewing both identity and proof of address documentation sent over from retail staff for customers who wish to place or withdraw over a particular threshold in one of our retail shops.
Further responsibilities will include cross reference of account details, providing data, reporting and identifying any shortfalls in the verification processes, analysing the customer journey and experience whilst recommending changes or improvements. Support Verification through subject matter expertise, quality reviews and general help and support for any queries.
This role is responsible for proactively contacting customers in Ireland for verification purposes. The job holder will identify this unverified population and act accordingly in order to increase the manual verification rates.
The role will also involve methodically and accurately working through incoming documentation, matching details against customer profile data in our backend system. In addition, the role will support the Verification Manager in producing statistical reporting for the KYC function. The role will handle customer and internal escalations to ensure both the business and the customer are protected. The job holder will also need to build strong working relationships with Retail and the wider teams.
Please note: This role will be located in Dublin 22, approximately 30 minutes from Dublin city centre via car and around 40 minutes via public transport
What you'll be doing:
- Contacting unverified customers in Ireland who have opened a new account, in order to gain proof of the customers identity and address through email communication.
- Documentation handling and cross reference checking.
- Effective use of data and reporting to identify and rectify any shortfall in processes.
- Ownership and subject matter expert for internal tools and systems to manage the customer experience.
- Provide daily, weekly and periodical statistical reports to the business.
- Recommend changes or improvements to systems and processes, ensuring they are compliant with the relevant regulations.
- Continuously look to improve the effectiveness and efficiency of KYC processes.
- Support verification through subject matter expertise, quality reviews and general help and support for any queries.
- Any additional task as required by the KYC / Verification Manager or the business.
- Building strong working relationships across the business, team and stakeholders through communication and a collaborative approach.
What we need from you:
- Demonstrate knowledge and experience in managing a range of customer queries.
- Must be detail orientated, analytical with excellent communication skills.
- Ability to problem solve under pressure.
- Excellent communication skills.
- Professional and discrete always in managing customer personal information.
- Computer literate, able to navigate across different company systems.
- Proficient in MS Office – Word, Excel, SharePoint and PowerPoint.
- Flexibility, working a variety of shift over 24/7/365.
