Omnichannel Customer Service - Fintech

Omnichannel Customer Service Representative - Fintech

***Applicants should be available and willing to work on-site and/or from home depending on business needs.***

About the role

Our client is building a complete finance stack for startups. We’re looking to hire an Operations CSR II to review Watch List suspect alerts and provide support to the broader Sanctions Program. As an Operations CSR II, you’ll be responsible for handling sanctions, politically exposed person (PEP) and adverse media (AM)/negative news (NN) alerts, account investigations, creating processes and procedures, responding to general sanctions questions, escalating to the appropriate teams or individuals, when needed, and transaction screening.

The CSR II - Bilingual will have direct responsibility for quickly processing customer and partner requests, with minimal impact to applicants and customers, while protecting our client from potential sanctions violations and reputational risk.

Responsibilities:

• Maintain a positive user experience, while mitigating any potential risk
• Escalate potentially suspicious and/or fraudulent activity to the AML Investigations or Fraud Teams for further review
• Respond to sanctions support requests in the mailbox and Slack channels
• Minimize Mercury’s sanctions exposure and reputational risk through the review and adjudication of sanctions, PEP, and Adverse Media alerts
• Manage a high-volume caseload within service level agreements and with critical attention to detail
• Document rationale for alert decisions with supporting documentation
• Identify opportunities to reduce unnecessary volumes through false positive rule proposals
• Assist with creation of program supporting controls and documentation
• Remain up to date on sanctions regulations and procedures

Skills:

• Proactivity.
• Fast learning ability.
• Ability to work under pressure.
• Customer Service Orientation.
• Excellent communication skills.
• Excellent interpersonal relationships.
• Negotiation skills.
• Adaptability to change.
• Decision-making & problem-solving skills.

Knowledge:

• Excel Level - Basic:

• Preparation and presentation graphics .

• Format Cells.

• Find the data value by: VLOOKUP ( is a plus)

• English - B2:

• Oral and written comprehension (Grammar)

• Appropriate use of language ( Acceptable level of oral expression)

• Excellent verbal and written communication.
• Knowledge of Multitasking.
• Knowledge and use of internet searches.
• Development of numerical calculations and assessment.

Studies & Experience:

• University degree in Business Administration, Industrial Engineering, Economics or related careers - Desirable.
• Experience in similar positions.

Equal Opportunity Employer

At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.