Customer Due Diligence (CDD) Expert
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Experienced financial crime professional skilled in Customer Due Diligence (CDD), conducting thorough reviews, with a track record of delivering and exceeding expectations. Collaborative team player with coaching experience and the ability to work under pressure in a fast-paced environment.
Streamlined process improvements resulting in completing and monitoring over 100k customer use cases (including periodic + trigger cases + end to end process) with 99% right-first-time completion, exceeding industry standards and leading to a 98% quality score using open sources, and various internal sources.
Exceeded customer service expectations by providing inbound/outbound/ad-hoc support to achieve a 90%+ customer satisfaction rating with consistent positive feedback on performance whilst keeping up with the business objectives.
Collaborated effectively with both team members and stakeholders, such as Relationship Managers, Quality Assurance Analysts, and Compliance Managers, to ensure seamless customer service delivery while meeting strict protocols such as Sanctions, Sixth Filter, dealing with customers dealing with cryptocurrency, and written regulatory recommendations to minimize risks to the bank.
Conducted extensive research and analysis on KYC data and continuously learned to identify common trends and used analytical skills and innovative ideas to improve overall efficiency. Plus managing documentation, to ensure validity, leading to a 30% reduction in processing time for new cases.
Coached new joiners, into the KYC process, from the basics to the point that new joiners become independent, and acted as a point of referral during the onboarding process, encouraging the new joiners to communicate any issues, demonstrating leadership.
JP Morgan Chase & Co - Excel Skills Virtual Experience Program (July 2023) - Completed practical tasks in Microsoft Excel Keyboard Shortcuts, Conditional Formatting, Visual Basic for Applications (VBA), Macros, and Data Visualization in Excel Data-Driven Storytelling.
University of Hertfordshire - Graduated in 2016 studying in BSc Honours in Information Technology Management in Business
