Customer Operations - AML Executive

As an AML Executive, you’ll be part of our growing Customer Operations team. You’ll work as part of our first line of defence, ensuring customers can complete their registration and in-app actions safely and securely. From onboarding new customers to taking action on existing accounts, you’ll use a variety of software and resources to ensure that all our customers receive the best possible service from the start of their journey with Moneybox. As you grow more familiar with the role, you’ll use your experience to suggest improvements from both a customer and operational perspective.

What you'll do

• Work closely with the Support, Compliance, and wider Operations teams, helping with their day-to-day tasks when needed
• Run daily ‘first line’ AML checks on all customers where the app can’t verify their identity or direct debit details
• Help customers change their direct debits using approved checks and processes
• Monitor transactions on and off the platform to spot potential suspicious activity
• Work with customers to gather information on the source of their Moneybox contributions
• Complete daily ongoing monitoring of existing accounts for concerns such as sanctions and criminality
• Speak with customers to obtain their correct details in order to set up a Lifetime ISA account
• Work with the wider team to review and suggest improvements to all processes above
• Working week - 5 days per week, 9am - 5:30pm, including one weekend day on rotation.

Our Customer Commitment

• Here at Moneybox, we're here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

We RAISE the bar with our service....

Relationship:- We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers' wins and aim to provide an excellent standard of service.

Advocacy:- We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.

Integrity:- We work honestly, fairly and with our customer's best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.

Simplicity:- We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.

Expert App Knowledge:- We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.

Who you are

• A driven, ambitious individual who’s looking to build their career at a growing company
• Someone with an interest in AML, compliance, or Operational roles, looking for the first step in their career
• Someone extremely organised and adaptable; able to tackle a long task one hour, and a tricky ad-hoc request the next
• Trustworthy and reliable – you’ll be performing some extremely important functions
• A confident but friendly individual, able to clearly explain to customers what is needed of them, whilst still maintaining a great Moneybox service
• Naturally personable and curious, great communicator who has a passion for their work
• A pro-active, ‘do-er’, who lets us know when they have questions – we love it when people get stuck in, but we love it even more when they let us know when they aren’t sure!
• Knows how to have to have fun whilst maintaining a professional outlook.
• #LI-CS1

Experience and skills

• Excellent written and spoken English
• Relevant customer service experience
• Ability to work well both individually and as part of a team
• Good analytical and problem-solving skills
• Great communication and listening skills
• Meticulous attention to detail