Orestis Grundl

Experienced KYC, Compliance, and content Moderation professional with over seven years of experience in identity verification, customer support, risk management, and regulatory compliance. Skilled in reviewing sensitive content, conducting customer due diligence and AML reviews, handling support queues, and resolving escalations with professionalism and sound judgement. Experienced in training and supporting new team members while maintaining high standards of accuracy, confidentiality, and operational efficiency.

CLIENT ONBOARDING SUPERVISOR (KYC) - StoneX

(2023-08)

• Oversee and perform KYC checks for new and existing clients, including identity verification, risk assessment, client onboarding.
• Direct communication with clients via phone and email to obtain required documentation and resolve onboarding queries.
• Conduct AML Refresh Reviews, PEP and sanctions screening across clients of varying risk levels, ensuring compliance with internal policies and regulatory requirements.
• Perform post-onboarding reviews, ongoing monitoring, and validate Source of Wealth and Source of Funds documentation to maintain accurate and compliant client records.
• Collaborate closely with Compliance and internal stakeholders to ensure accurate, audit-ready records.
• Supervise the onboarding team, train new members, provide guidance, quality oversight, and support to ensure efficient case processing.

ASSOCIATE - QUALITY CONTROL AND MONITORING - Markets.com

(2022-09 - 2023-08)

• Record keeping and overseeing of account managers.
• Transcripted calls in German, English & Greek.
• Monitored interactions with clients.
• Handling of complaints.
• Rated each Agent according to behavior and company policies.

CALL MONITORING AGENT (GERMAN) - Leverate

(2021-05 - 2022-09)

• Worked in collaboration with other company stakeholders.
• Transcripted calls in German & English.
• Monitored Calls & Email on Complaints.
• Monitored High Net Worth Clients.
• Issued warnings and fines to agents for non-compliance with company policies.

MONITORING COMPLIANCE (GERMAN) - K. C. Firiakis Services Ltd.

(2020-07 - 2021-05)

• Collaborated with team to ensure success while maintaining detailed records, transcribing calls, translating documents (German–English), and reporting account-manager misconduct with formal warnings.
• Oversee and perform KYC checks for new and existing clients, including identity verification, risk assessment, client onboarding.
• Direct communication with clients via phone and email to obtain required documentation and resolve onboarding queries.
• Conduct AML Refresh Reviews, PEP and sanctions screening across clients of varying risk levels, ensuring compliance with internal policies and regulatory requirements.
• Perform post-onboarding reviews, ongoing monitoring, and validate Source of Wealth and Source of Funds documentation to maintain accurate and compliant client records.
• Collaborate closely with Compliance and internal stakeholders to ensure accurate, audit-ready records.
• Supervise the onboarding team, train new members, provide guidance, quality oversight, and support to ensure efficient case processing.

CONTENT & COMPLIANCE SUPPORT AGENT - Mindgeek

(2019-03 - 2020-07)

• Compliance, KYC, Customer Support.
• Content moderation and content reviews of photos, videos, user profiles, live chats, and live cam sessions, ensuring compliance with current legislation, company policies and community guidelines.
• Identify policy violations and escalated complex content, customer, and technical issues to the appropriate internal teams.
• KYC reviews and customer verification checks in accordance with compliance procedures
• Customer support via live chat, email, support tickets, and phone in German and English, resolving customer inquiries efficiently.
• Investigated customer complaints, account-related issues, and processed refund requests while maintaining a high standard of customer service.
• Troubleshot and resolved technical issues related to live cam services, escalating cases when required.
• Maintained accurate records of customer interactions while handling sensitive information with confidentiality and professionalism.

Bachelor Degree - Animation & Interactive Media - Middlesex University AKTO (2012 - 2015)

Photography - University for the Creative Arts UCA (2010 - 2011)