Client Outreach Manager

Company Overview

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

We’re proud to announce the opening of our new office in Belfast, a vibrant and fast-growing hub for financial services and technology. This expansion marks a significant milestone in Bank of America's commitment to investing in talent and innovation across the UK and Ireland. Located in the heart of a city known for its rich history, dynamic culture, and thriving business community, our Belfast office offers a unique opportunity to be part of something new and impactful.

Whether you're local or considering relocation, you'll find a welcoming environment, excellent quality of life, and the chance to shape the future of banking with us.

The Client Outreach team are the front-line unit who work with clients as part of meeting Know Your Client (KYC) periodic refresh and remediation requirements. We work in close collaboration with Global Corporate and Investment Bankers to support the Bank’s global regulatory and policy requirements as it relates Client Due Diligence (CDD) documentation collection, with support from Operations and Global Financial Crimes Risk teams.

The team identifies and develops client connections, engages client representatives to obtain KYC documentation, and acts as a coordination point for resolving issues/challenges with respect to client and country specific documentation requirements in a timely manner.

In addition to the ongoing document engagement, individuals within the team keep abreast of global regulatory change that could influence processes and identify opportunities that enhance the client experience.

The KYC Client Outreach Specialist (COS) teams serve as the Front-Line Unit engaging with clients across business sectors and regions to meet KYC requirements for periodic refreshes in a timely manner.

• Outreach to clients requesting and collecting KYC documentation
• Assign Outreach contacts and serve as the key point of contact for relevant Clients as well as Bankers, Operations, Risk and other internal functions
• Partners with KYC support to review, challenge and communicate the KYC refresh forecast including any considerations as it relates to internal capacity as well as client population considerations
• Drive ownership of client engagement and work across Lines of Business to close relationship coverage gaps, if any
• Establishing and owning team/stakeholder routines to maintain transparency of progress, expectations, and provide a forum for escalations across industry coverage
• Drives the organization and recording of client contacts in appropriate systems of record
• Own any requirements as it relates to client-related discussions in internal governance routines within the Front-Line Units (FLU) and those governed by support partners
• Oversees and resolves the risks and impacts of non-compliance with KYC processes, including restrictions, closures and associated business growth impacts
• Consolidate client feedback on policy, requirements and/or jurisdictional nuances where given to help improve the Bank’s processes across lines of business and regions
• Raise process issues and improvements that collectively help our clients
• Partner with colleagues in Banking, Sales, FLU COOs, FLU Change, FLU Business Controls, Operations, and other groups as needed
• Review clients for appropriate activity and liaise with Bankers on whether relationships with specific entities should continue
• Own outreach for periodic refreshes, remediation programs, and regionally or jurisdictionally stringent requirements.
• Ensure voice of the client is heard while adhering to policies, laws, rules and regulations
• Consider, propose or feedback on potential client portals or improved methods of interaction
• Own performance metrics, and ensure any exceptions are resolved within…