ALABANG | Premiere Account Specialist (CSR IV)

We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands.  Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Department:                 Operations                   Reporting to:   Operations Supervisor  

Compensation Band/Level:  Specialist 2D       

Company Summary:

Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.

Position Summary:

Our Client is a global leader in block chain technologies. They work with corporations,, institutions and governments to create best-in-class solutions that build trust and increase efficiency. They believe institutional flow is poised to drive the next phase of exponential growth in digital assets. Enabling this flow requires a comprehensive, professionally managed ecosystem of investment tools and services to deliver liquidity and stability to digital asset markets.  The Operations Supervisor oversees Customer Support Representatives who handle queries, perform verifications and build an experience for our clients which leaves a positive and lasting impression.

Overall Responsibilities:

• Obtain and verify information by phone or online, using professional and courteous techniques 
• Answer a wide variety of questions, provide education, and offer service and expertise to clients in a professional and courteous manner with 100% first call resolution and customer retention focus.  
• Handle, process and effectively finalize high volume transactions such as setting up new accounts, verifying information, entering data on the system and client/account investigation. 

• Perform the day-to-day AML / CFT activities to onboard, monitor and review customer files.
• Conducting customer due diligence (i.e. document collection and verification, Sanctions / PEP / adverse media name screening, final customer risk assessment)
• Undertaking quality assurance reviews on customer files
• Monitoring and remediating watchlists and other alerts
• Review customer transactions and conduct initial analysis to identify unusual activity as well as escalate cases for further review
• Ensure alerts generated from the system are fully and properly investigated
• File Unusual Activity Reports when necessary
• Work closely with other departments to resolve account related problems in a timely manner. 
• Provide information and clarify understanding of the policies and procedures to clients. 
• Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken. 
• Maintain strict confidentiality regarding customer account information. 
• Maintain acceptable attendance and punctuality.  Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor
• Support additional duties as necessary in high volume or promotional periods
• Adhere to company and client productivity and quality performance expectations and policies and procedures

• Demonstrate attention to detail and ability to handle escalated issues with care and customer retention focus.
• Proactive assessment of client needs/demands and delivery of added value to the customer
• Maintain department procedures and ensure compliance with client and company standards
• Strong communication and interpersonal skills, especially the ability to listen and explain complicated subject.

Job Requirements:

• Bachelor’s degree preferred.  

• Minimum 3+ experience in individual, corporate, and/or institutional customer onboarding in the banking/financial services industry, call center experience a plus.  
• Essential demonstrable experience of: Onboarding complex ownership structures, KYC name screening
• Desirable experience of:

• Non-face-to-face onboarding
• Virtual asset (Digital Payment Token) exchanges or custody
• Money laundering / terrorist financing typologies in a virtual asset setting
• Other jurisdictions’ AML frameworks

• Good command of written and spoken EnglishWork efficiently and effectively alone and with other internal and external stakeholders in a high volume environment.
• Strong Customer Orientation and Focus
• Strong problem solving, organizational and decision making skills.
• Effective time management and organizational skills.
• Experience in Windows and Internet-based environment required
• Ability to multitask (talk, type, navigate)
• Self-starter, organized, detail oriented and have ability to handle multiple projects simultaneously
• Minimum typing speed 30 WPM
• Exceptional relationship and interpersonal skills to establish and maintain effective working relationships with staff and customers.
• Email and Chat correspondence skills
• Excellent verbal and written communication skills.
• Phone Etiquette skill.
• Flexibility in regard to work schedules
• Ability to maintain strict confidentiality with customer account information.

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.

This description has been prepared to assist in evaluating various classes of responsibilities, skills, and working conditions.  It indicates the kinds of tasks and levels of work difficulty required of positions given this classification.  It is not intended as a complete list of specific duties and responsibilities.  Nor is it intended to limit or modify the right of any supervisor to assign, direct, and control the work of employees under supervision.  Nothing contained herein is intended or shall be construed to create or constitute a contract of employment between any employee or group of employees and the Company.  The Company retains and reserves any and all rights to change, modify, amend, add to or delete from any section of this document as it deems, in its judgment, to be proper.  I have read and understand the requirements of this job description and I am able to meet the requirements as listed above with or without reasonable accommodations

Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.