About the position
This position provides support to the Compliance Department within the Financial Investigation unit (FIU-Consumer) the Team Lead will take proactive measures to assist the Team in minimizing risks associated with regulatory and risk with a highly focused position to ensure a service-oriented and professional working environment by supervising the performance of a team of Analysts and executing necessary actions for their permanent motivation, performance and success. Team leaders are knowledgeable of basic Avaya call reporting metrics, service quality policies, communications terminology and technology, and organizational procedures.
Essential skills & requirements
- Knowledgeable of anti-money laundering compliance requirements for money service businesses.
- Excellent customer service, communication and written skills in English and Spanish.
- Proficient in Microsoft Excel. Must be familiar with formulas and Pivot Tables
- Excellent organizational skills.
- Strong research and analytical skills.
- Exceptional analytical and listening skills.
- Ability to operate well in a call center team environment.
- Familiarity with several voice-logging systems and tools.
- Change adaptability and flexibility to work extended hours.
- Good aptitude for coaching, motivating, and interacting with work teams.
- Advance Analytical skills to review and approve source of funds documents
- Advance Ability to detect and report suspicious or fraudulent transactions
- Excellent attendance and punctuality record (for inside candidates)
Competencies
- Advanced English level (written and spoken)
- Excellent communication skills
- Leadership abilities
- Ability to listen others and solve issues or inquiries
- Receptive to constant feedback
- Trustworthy and reliable
Key Responsibilities
- Motivating and inspiring the team to surpass their potential
- Exceed meet the area objectives and improvement targets
- Creating sense of ownership within staff and resolve issues
- Encouraging, supporting, and motivating actively as a team
- Communicate special and holiday schedules, promotions & policies update in a clear and quickly manner to the group in charge
- Monitoring team's performance on a day-to-day basis
- Ensuring that the employees follow their schedules properly
- Creating analyzing team performance through reports in a weekly monthly basis.
- Handling escalated calls, complaints, questions, and queries as necessary.
- Facilitating cross-functional communication within employees for improved working condition.
- Acting as an information source and answering operator customer questions, and giving instructions as needed.
- Documenting general reports on each team member’s performance and targets and ensure their success.
- Looking constantly for development as well as continuous improvement for the entire team.
- Provide overall support as needed to Management and direct Supervisors.
- Perform other duties as assigned or requested.
Education and experience
- University Degree preferred related to business administration, Accounting, Economy and Laws. or High School Diploma; or equivalent, with minimum of one year in AML compliance related activities.
- Knowledgeable of anti-money laundering compliance requirements for money service businesses.
- 1 or more years of experience as a Team Leader/Supervisor or relevant experience managing employees is a Must
- 1-year minimum working as a Transaction Reviewer Associate for TRG.
- Experience managing a staff of employees (Preferred)
- Conflict resolution experience is a plus
