Client Contact & Pend Manager

• Manage inbound and outbound communication with clients and brokers via telephone, email, written correspondence, and video calls.
• Request outstanding AML documentation and information identified through periodic AML reviews.
• Track, monitor, and actively follow up on outstanding requests to ensure timely resolution.
• Escalate overdue or complex cases in line with internal procedures.
• Maintain accurate records of all client and broker communications within internal systems.
• Update workflow tools and registers to reflect current status of pends and correspondence.
• Work closely with internal AML and operational teams to support client onboarding and ongoing servicing.
• Contribute to the continuous improvement of processes and procedures to enhance efficiency and client experience.

The ideal candidate will be highly organised, detail-focused, and confident managing high volumes of communication and outstanding requests. Strong written and verbal communication skills are essential, alongside the ability to prioritise effectively and work independently. Experience within an AML, compliance, financial services, or regulated operational environment would be advantageous, as would familiarity with MS Office and CRM or workflow systems. A professional, client-focused approach and a proactive mindset for continuous improvement are key to success in this role.