Sep 2023 – Present · 2 yrs 8 mos

• Role – HO performance support officer – Digital Sales
• Customer Service & Issue Resolution:
• Handled customer inquiries effectively through phone, email, and in-person interactions, providing accurate information on banking products and services.
• Resolved account-related concerns and ensured a high level of customer satisfaction.
• Identified and resolved customer issues promptly; escalated complex queries to relevant departments when necessary.
• Monitored and tracked customer complaints to ensure timely follow-up and resolution.
• KYC / AML Monitoring & Compliance:
• Conducted Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), and risk assessments for both new and existing clients in compliance with regulatory guidelines.
• Reviewed and validated KYC documentation during onboarding and account maintenance, ensuring regulatory compliance.
• Educated customers on KYC requirements to facilitate smooth account opening and updates.
• Investigated abnormal transaction patterns related to KYC, high-risk geographies, and sanctioned entities.
• Monitored daily AML alerts using transaction monitoring systems to detect potential money laundering or suspicious activity.
• Escalated confirmed suspicious transactions to the compliance team for SAR (Suspicious Activity Report) filing.
• Maintained proper documentation and audit trails as per internal and regulatory compliance standards.
• Supported the implementation of updated KYC/AML policies based on changes in regulatory requirements.
• Collaborated with compliance and operations teams to resolve KYC-related queries and discrepancies.
• Digital & Technical Assistance:
• Assisted customers with issues related to online banking, mobile banking apps, and other digital platforms.
• Provided basic troubleshooting and guidance for accessing and using digital banking services.
• Documentation & Reporting:
• Maintained detailed and accurate records of customer interactions, complaints, and resolutions.
• Prepared perfor

Jan 2017 – Present · 9 yrs 4 mos

Jan 2017 – Present · 9 yrs 4 mos

Jan 2017 – Jul 2018 · 1 yr 6 mos