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, you’ll 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 Wise's 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 QC 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 QC 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.
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.
Nice to have:
Education: Bachelor’s 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. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're 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.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
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