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Customer Verification Representative

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William Hill

Feb 9

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
  • Manila

AI generated summary

  • You should have strong communication skills, be detail-oriented, and able to resolve issues under pressure. BPO experience preferred, with flexibility for shifts and proficiency in Excel and Word.
  • You will ensure KYC quality, adhere to processes, meet SLAs, collaborate with teams, report fraud, and accurately manage account approvals and deactivations.

Requirements

  • Proven ability to maintain professional relationships internal/external.
  • Excellent verbal and written communication skills
  • Good interpersonal skills
  • PC literate; Knowledge in Excel and Word
  • Proven ability to resolve complex problems with minor direction and assess issues objectively.
  • Handle difficult situations and can work well under pressure.
  • Thrives in a fast-paced environment.
  • Detail oriented
  • Analytical
  • Proactive
  • Flexibility to work different shifts
  • With at least 6 months of BPO experience, preferred but not required
  • Experience in handling complaints handling and resolution

Responsibilities

  • Ensure and deliver high standard of quality in the KYC actions and procedures.
  • Ensure all processes executed on all KYC related incidents and delivered in accordance to the process.
  • Key player in committing with the defined SLA of KYC related obligations both escalations and regular queues.
  • Collaborates with Compliance, relationship managers, RPA, Improvement team, QA and Risks team, and other stakeholders for KYC developments and improvements.
  • Proactive reporting and assessing of fraudulent behaviors of customers via submission of fake documents and known template KYC documents.
  • High level of accuracy on approving and deactivating of accounts following sanction related process.
  • Keen eye on detecting features of KYC required documents and or identification.

FAQs

What is the role of a Customer Verification Representative?

The Customer Verification Representative is responsible for analyzing and authenticating various documents and data to identify and prevent possible fraudulent activities, ensuring compliance with industry regulations and safeguarding the company's assets.

What are the primary responsibilities in this role?

Key responsibilities include ensuring high standards of quality in KYC procedures, collaborating with various teams for KYC developments, proactively reporting fraudulent behaviors, and maintaining accuracy in account approvals and deactivations.

What skills are required for this position?

Required skills include excellent communication and interpersonal skills, ability to resolve complex problems, attention to detail, analytical thinking, and proficiency in PC applications like Excel and Word.

Is previous experience in the BPO industry required?

While at least 6 months of BPO experience is preferred, it is not strictly required for this position.

What are the working hours like for this role?

The role requires flexibility to work different shifts to accommodate varying business needs.

How does the company support employees' well-being?

The company offers healthcare and wellness tools and services, including support for mental health and financial education.

What benefits does the company provide?

Benefits include a competitive salary, bonus schemes, hybrid working options, 30 days paid time off annually (plus an additional day for your birthday), and various wellness support services.

What is the company's approach to diversity and inclusion?

The company prioritizes diversity, equity, and inclusion, fostering a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth.

How can I apply for this position?

Interested candidates can kickstart their application through the company's recruitment process, which includes an application submission, an initial screening call, and an interview stage.

What is the culture like at evoke?

The culture at evoke is built on trust, flexibility, and support for personal and professional development, encouraging employees to be themselves while protecting customers.

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William Hill

Join us #behindthebet

Technology
Industry
10,001+
Employees
1934
Founded Year

Mission & Purpose

With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people make William Hill what it is and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling.

Benefits

  • 401K Plan

  • Paid Holidays

  • Maternity & Paternity Leave

  • Health Insurance

  • Vacation & Paid Time Off

OpportunitiesView all