Customer Onboarding & CDD Analyst

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We are currently seeking an experienced professional to join the CDD Onboarding team.

Role Purpose 

• The Global Standards Programme is focused on developing and implementing enhanced Customer Due Diligence (CDD) and Know Your Customer (KYC) processes consistently across the Group in order to meet regulatory commitments.
• The programme will seek to enhance CMB customer due diligence capability to mitigate the risk of doing business with the wrong type of clients and ensure we meet our regulatory commitments.
• To improve the CDD and KYC capabilities INM CMB is setting up a Customer Onboarding & CDD Team within CMB Business Management. The role operates within this team. The role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
• The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership with the stakeholders. 
• The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organization

Principal Accountabilities

Impact on the Business 

• Coordinate the client onboarding cases from initiation to the point the client account is opened and HSBC Net channels access (if required) has been provided
• Manage new to bank client onboarding and existing clients’ CDD process to defined SLAs, ensuring any risks to the timescales are escalated to the Team Leader and Relationship Manager
• Liaise with the client to gather detailed client information and supporting documentation required to complete the CDD profile including Financial Crime Risk Review (FCRR) and Know Your Customer (KYC)
• Review and check for completeness of CDD information and supporting documentation before submitting the case to CDD Operations for review and approval
• Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating
• Take ownership for the development of an onboarding plan and the creation of the client application pack
• Handle requests for additional information from CDD Operations and liaise further with the client as required
• Ensure Customer Turn Around Times (TAT) are agreed, and the associated SLA’s are visible and managed with all involved parties
• Ensure the client is able to successfully activate the cash account and is in receipt of the ‘tools’ required for channel access
• Be an active member of the team and a strong team-player
• Strong communication both upwards and at peer level
• Ensure that any data input is dealt with in a timely manner and in the correct and consistent format
• Maintain an environment in which compliance and risk control are a key performance criterion
• Control of workflow processes, adhering to all associated procedures
• Actively participate in the development and refinement of the internal control/process environment to optimize the customer service proposition whilst maintaining the above

Customers / Stakeholders  

To ensure the below is managed to:

• Provide the support required by the RM in ensuring we identify customer needs and assist in the delivery of solutions, products and services appropriate to meet customer need
• Help to improve customer engagement
• To continually consider the FSA’s principle of ‘Treating Customers Fairly’ (TCF) and consider fairness in all aspects of strategy, product design & delivery, sales processes, customer literature & correspondence, financial promotions, administration and complaint handling.
• Maintaining excellent communication with Group colleagues to ensure a joined up approach to customer needs
• Take personal ownership of the customer experience, and ensure personal responsibility for managing their customers’ total relationship with HSBC

Leadership & Teamwork 

• Support achievement of the HSBC vision, Values, goals and culture in personal behaviour, actions and decision making.  
• Provide leadership and support technical excellence by searching out best external practice, monitoring technical and professional developments, sharing knowledge and encouraging others to do the same in the best interests of HSBC and its customers.  
• Encourage and enable constructive cross-country and cross-business teamwork by demonstrating collaboration and matrix management in action and challenging actions and behaviours that are not consistent with HSBC’s diversity policy and/or in the best interests of the business and its customers. 
• Demonstrate the highest levels of professionalism and integrity, setting exemplary standards consistent with Group Values. Continue to develop skills as a Commercial Banking Professional Work in partnership with colleagues across the HSBC network to deliver exceptional standards and quality of service
• Contribution to an integrated Commercial Banking Leadership Team
• Share knowledge, experience and best practices within and outside of immediate team
• Promote a collective culture to spread experience & best practice.
• Live the Group Values.

 Operational Effectiveness & Control 

• Adhere to structures and processes in place for the management of credit, operational, reputation and regulatory risk.
• Ensure credit and operational quality is not compromised in the pursuit of income
• Ensure operational losses and fraud are minimised
• Respond within agreed timelines to issues raised by audit and external regulators.
• Ensure timely and accurate maintenance of customer information, including KYC requirements in Group systems
• Resolve any/all identified issues promptly, and escalate concerns to management as appropriate to ensure timely awareness of any material concerns.
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Maintain awareness of operational risk within assigned portfolio and minimise the likelihood of it occurring including its identification, assessment, mitigation and control, loss identification and reporting.
• Protect sensitive customer and bank information by ensuring documents, computers, files, and all confidential matters are appropriately handled as set forth by policy. 
• Maintain and observe all HSBC control standards and implement and observe the Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
• Compliance with and management of sales suitability risks and requirements
• Ensure all completed sales and prospecting activity documentation is appropriately completed, approved and stored to provide performance tracking, targeted future sales efforts and compliance with sales and transactional suitability guidelines and requirements

Major Challenges

• Operate effectively and efficiently under pressure and time constraints.
• Help to manage and grow existing portfolio of customers whilst seeking to drive new business.
• Seek to exceed customer expectations in delivery of products & services.
• Constantly evaluate customer banking practices and trends in the market with a focus on complex requirements of aspirant customers and prospects

Role Context

• The role operates within CMB CDD and Onboarding Team. Given the highly regulated environment and the pace of roll-out of new policies and procedures to be implemented and embedded, the role holder must have the ability to react quickly to changing priorities by being flexible, proactive and cooperative at all times.
• The operating conditions for the role are to meet local needs aligned to global objectives by thinking strategically and working in collaboration and partnership across the group. 

Management of Risk

The jobholder will ensure the fair treatment of HSBC customers is at the heart of everything we do, both personally and as an organisation. They will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.  Additionally, they will ensure they effectively manage sales suitability, money laundering, counter terrorist financing, fraud, and reputational risk.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring; additionally, by addressing any areas of concern in conjunction with line management and/or the appropriate department.

Observation of Internal Controls

• The jobholder will adhere to and be able to demonstrate adherence to internal controls. This will be achieved by following relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators.
• The jobholder will implement the Group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer or Local Compliance Officer. The term ‘compliance’ embraces all relevant financial services laws, rules and codes with which the business has to comply.

Role Dimensions

• Ensure completion of Customer Due Diligence (CDD) remediation exercise in a phased manner for assigned existing customer portfolio