FinCrime Quality Specialist

1. Purpose of the role:

The main purpose of the FinCrime Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. The primary objective of this position is to enhance processes and ensure adherence to business and regulatory requirements by monitoring the work of agents and vendors through reviews and constructive feedback.

This involves maintaining a high and consistent level of quality among agents vendors and products as well as identifying improvement opportunities related to customer business and compliance critical quality parameters. The role promotes a quality culture setting standards and providing feedback on what great servicing looks like.

Your mission is to help implement and enforce our quality management strategy and framework. As a FinCrime Quality Specialist youll report directly to the FinCrime Quality Team Lead and promote quality culture in your region while cooperating with our internal team & Vendor Management teams as well as the various support functions like Training Knowledge Management (KM) Continuous Improvement (CI) and more.

You will be a key contributor to development and continuous improvement by actively contributing to enhancements across the reporting domain whether through process validations new tooling or flow testing or supporting business-critical projects. This includes the ability to perform deep dives give constructive feedback on varied complex areas identify and address issues within raw or new processes and manage higher-risk workflows requiring increased scrutiny. This role requires you to be comfortable with navigating ambiguity and making sound decisions in unfamiliar situations or when confronted with complex high-stakes corner cases. This challenging and impactful opportunity allows you to leverage your deep expertise provide feedback to our operational and product function and significantly contribute to Wises mission.

2. Activities performed on the job:

• Evaluates and monitors FinCrime Operations agents performance in terms of quality:

  • Conduct regular quality checks on agents vendors and products

  • Listen to call recordings read emails and monitor performance using QA evaluation forms

  • Conduct quality assessments with constructive feedback to help improve quality performance

• Liaison and Feedback:

  • Partner with Operational Managers and other stakeholders to discuss agent QA performance

  • Provide feedback on sensitive cases and escalate cases requiring immediate attention

  • Participate in scheduled meetings with Operations for insights sharing

• Process Improvement and Compliance:

  • Stay updated on changes affecting service quality

  • Suggest and occasionally assist in process improvements to enhance customer service

  • Provide feedback and proactively identify root causes of errors to enhance processes tooling or product and reports findings to relevant teams

  • Provide feedback / suggestions to SE (Service Experience) Teams regarding procedures that can benefit our customers better

• Peer Assist:

  • Assist in onboarding new joiners and supports specialists needing extra support

• Interdepartmental Calibration:

  • Actively engage in calibration sessions applying action items derived from the results

  • Ensure alignment with standards and provide valuable inputs in the meetings to enhance team performance

• Maintain operational knowledge and Quality knowledge: 

  • Knowledge of Wise  processes and procedures including but not limited to tooling communication procedures compliance and privacy procedures

  • Actively participate in case handling and operational activities according to the effective expectations to maintain up-to-date product and process knowledge

  • Complete required internal and external Financial Crime and Quality related trainings. Monitor changes through internal channels readings trainings and implements the learnings effectively.

Qualifications :

 Requirements:

• Effective communication skill and ability to express oneself clearly. I.e. Excellent verbal and written communication skills in English with the ability to produce clear concise accurate and constructive feedback summaries. 

• Good depth of knowledge in the specific QC domain Compliance guidelines and procedures.

• You ideally have a FinCrime/Compliance background - 2 years of experience in operations compliance or a related field with a strong focus on SAR/STR/SMR investigations and filing.

• Expert understanding of global financial crime regulations and standards (e.g. AML CTF sanctions) with specific in-depth knowledge of SAR/STR/SMR reporting requirements across various jurisdictions.

• You are familiar with money laundering methods and global financial crime trends. You proactively stay informed on industry best practices and emerging threats understanding what other businesses are doing and anticipating changes on the horizon.

• Proven ability to work independently prioritise tasks and make decisions in problem-solving scenarios with minimal supervision.

• Proficient with Google Workspace (Email Calendar Drive Docs Sheets Slides) Office suite (Word Excel) and Confluence.

• Strong attention to detail and well-organised. You are strongly self-led target and delivery-focused punctual and proactive in driving outcomes. You are comfortable making independent decisions and possess a strong drive to get things done within an operational environment.

• Ability to recognise and proactively resolve recurring issues and streamline processes while working collaboratively with business departments and stakeholders.

• Reliable adaptable and committed to team goals. You thrive in a fast-paced high-pressure environment comfortable rapidly switching between topics and problem spaces and adept at navigating a continuously changing operational landscape.
   

Additional Information :

Nice to have:

• Education: Bachelors degree in Finance Business Administration Law or related field.

• Certifications: ICA CAMS CFE or equivalent certification (especially with a focus on SAR/STR/Regulatory Compliance/Fincrime Compliance/Fraud).

• Experience with data analysis tools (e.g. Looker SQL Lightdash) to extract insights for investigations and process improvements.

• Certification or training in project management.

• Experience in outsourcing projects and auditing.

• Experience in a Fintech and/or FinCrime environment.

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.

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Remote Work :

No

Employment Type :

Full-time