Customer Service Management

G ABR I E L LA MARG H ER I TO

Mobile 074********

G ********.**********@*****.**

PROFILE

I am an highly self-motivated individual and I work to achieve excellence in terms of quality, accuracy and efficiency.

Robust financial crime and compliance knowledge developed working on complex and structured onshore and offshore corporate

clients, domestic and foreign Politically Exposed Persons, State Owned Enterprises, High Net Worth Individuals, as well as retail

customer with regard Invetments bonds savings and pensions.

In-depth knowledge of the UK AML Regulations 2007 and FATF Recommendations and their interpretations as well as

International AML regulations such as BVI, Seychelles, Cayman Islands and EU Tax Havens and US.

Sound knowledge of the new “twin peaks” FCA and PRA regulatory framework.

I am a good communicator who approaches positively any issues that arise on a day to day basis.

I am searching for a challenging role within an ambitious organisation which will offer me the opportunity of progression and

development. I would like the opportunity to bring my skills to the table and prove what I have to offer, allowing me to fulfil my

potential and grow my responsibility.

Being a knowledge hungry learner, I have attained an Advanced Certificate in Compliance QCF Level 4 through the

International Compliance Association. I am always striving to know more and in September 2014 I will enrol towards the Diploma

in International Anti Money Laundering QCF Level 6.

AML - COMPLIANCE SKILLS

• AML Regulations, Management Information, SARs/STRs drafting and reporting to NCA, Law Enforcement Agency

enquiries, PEPs, Sanctions, EDD, CDD, KYC, Compliance, Anti Bribery and Corruption, Fraud Prevention and Anti-

Financial Crime Analysis, JMLSG guidance, FATF Recommendations, Risk Assessment, SYSC, CASS, Transaction

Monitoring, TCF, Account Opening On-boarding process, Records Management, Privacy & Data Protection, Operational

Risk, Handling Confidential and Sensitive Information, Managing Conflicts of Interest, Sanctions, World-check, Factiva,

Google search, EDR, PEPs, High Risk Customers, Reporting, Investigations.

MORTGAGE and CREDIT SKILLS

• TCF, MMR, Mortgage Advice Process, Mortgage Underwriting, Mortgage Operational Process, Lending Criteria, Arrears,

Mortgage Contract, DDM, AIP/DIP, Complains, Supervising, Problem Solving, Experian, Scorecard, Customer Service.

INSURANCE SKILLS

• Corporate and Public Entities Insurance programmes, Insurance Life, IPI, CIC, Credit Protection Insurance

• Insurance Personal Injury Claims, Public tenders (Italy market) in insurance environment

PA – ORGANISATION SKILLS

• Multi-tasking, Professional, Diary management, Travel arrangements, Microsoft Office, Replying to general

correspondence, Prioritise work and tasks, Organisational Skills to adapt to changing environment.

CAREER HISTORY

Financial Crime Specialist SME - United Kingdom 01/2015

Permanent - Diligenta (UK Subsidiaries of Tata Consultancy Services PLC) Outsourcing specialist consultant at Friends Life

and Sun Life Financial of Canada.

The role as a Subject Matter Expert includes the provision of specialist knowledge in the following activities

• Provision of guidance, consultancy support and training to business units on financial crime matters.

• Researching, reviewing, analysing, disseminating and implementing regulatory change and best practice in relation to

financial crime and money laundering.

• Reviewing and signing off to operational procedures and literature to ensure that the risk of financial crime is mitigated.

• Representing Financial Crime Unit on projects to ensure financial crime risks are understood and appropriate actions are

taken.

• Undertaking of 'spot checks' and Quality Assurance oversight activity for financial crime related operational processes.

Second line of defence.

• Gathering from a variety of sources operational management information for review and analysis to highlight financial

crime risks and issues.

• Produce Management Information and reports for Senior Management.

• Building of good relationships with clients and representation at client meetings.

• Conducting investigations into potential customer or employee suspicious and actual fraudulent activity. Recommend

action to remedy any process failure or gaps. Determine whether NCA reportable and recommend appropriate and

relevant action.

• Liaising with Law Enforcement Agency enquiries

AML KYC & Compliance Analyst - United Kingdom 04/2014 – 01/2015

Jordans Limited (Permanent -) Bristol UK

Jordans is a Corporate Services Provider specialising in setting up offshore companies, tax efficiency, corporate governance

and commercial law. I mainly dealt with PEPs and Hig Risk Customers.

Responsibilities

• Developing and monitoring Compliance process within the firm

• Fostering Compliance Culture

• Recognise and evaluate Low/Medium/High risk and PEPs clients and make recommendations regarding their retention.

• Assisting and carrying out technical audits to assess the quality of the compliance work performed by business areas of

Jordans, including offshore offices. (BVI, Seychelles, Caiman Islands, IOM, Cyprus, Jersey, Hong Kong).

• Assisting and advising business areas in Jordans Limited, Jordans Corporate Law and Jordans Trust Company Limited

on compliance matters.

• Assisting with promoting and enforcing Jordans’ compliance procedures, particularly in relation to money laundering

procedures in the UK and offshore branches and responding to staff queries on those procedures.

• Assist with the monitoring of compliance with other statutory regulation, such as data protection, trademark registration

and the FCA.

• Assist with monitoring compliance with regulation across Jordans Limited, Jordans Corporate Law Limited and Jordans

Trust Company Limited (including through technical audit), discussing any action necessary with the Compliance Officer

and helping to progress chasing agreed actions.

• Setting up and overseeing projects to remedy failings in the application of compliance procedures, particularly the

collection of Customer Due Diligence

• Performing regular compliance file reviews for Jordans Corporate Law Limited and Jordans Trust Company Limited.

• Participating in quality initiatives and actively progressing and adhering to Jordans’ quality assurance policy.

Complete initial file review and completeness assessment of clients.

• Deal with Missing Information.

• WorldCheck,Google search, Experian, CDD, EDD, EDR, PEP.

KYC Analyst - Client On-boarding - United Kingdom

Coutts/RBS Group Bristol (Temporary - Manpower) 09/2013 – 04/2014

Responsibilities:

• Perform analysis of complex financial transactions to include confidential research and investigations.

• Evaluate suspicious and/or questionable account activity.

• Recognise and evaluate Low/Medium/High risk accounts and activity and make recommendations regarding account

retention.

• Utilise analytical techniques and computer systems to make informed decisions concerning Customer account status.

• Take referrals from internal support groups, reviews transaction background and information, conduct additional research

and investigation as needed and decide whether to conclude an inquiry or forward to applicable authorities for further

review.

• Obtain research information as appropriate and carry out adverse information checks on all clients andrelated parties.

• Complete and maintain correct Due Diligence, CRAM and KYC records relating to all types of accounts.

• Ensure accounts are remediated in compliance with regulations set out by the authorities as well as the bank’s

policies - confirming identity and establishing that any wealth is from a legitimate source.

• Ensure adherence to regulatory framework, compliance, control, regulatory training & competency, documentation & risk

management.

• Provide operational support for the Groups’ Wealth Management investment Portfolio clients.

• Complete initial file review and completeness assessment of account types.

• Deal with Static Data and Missing Information

• WorldCheck, Factiva, Google search, Experian, CDD, EDD, EDR, PEP.

Mortgage Processor Underwriting – United Kingdom

Manor Mortgages Portishead (Contract) 06/2013 – 09/2013

Key Responsibilities:

• Manage customer journey from mortgage application to Agreement in Principle.

• Check documents, compliance, quotations, KFI, request and analysis of survey valuation.

• Improved company's documentation of KFI, and DIP/AIP.

Mortgage Underwriter/Mortgage Advisor Milan, Italy

Nexus Family Financial Services (Contract) 01/2010 – 10/2012

Key Responsibilities:

• To ensure that all regulatory requirements are adhered to throughout the process and in all contact with customers,

brokers and third parties.

• Assess all cases from direct customers in order to make informed underwriting decision that were in line with the

Company Policies, Procedures and Lending Criteria.

• Assess the risk on an application ensuring that the loan is affordable, plausible and sustainable with an underwriting

rationale applied to each case prior to funding

• Minimise the risk to the business and the applicant with a strong focus on fraud avoidance

• Provide a high level of customer service at all stages of an application

Financial Advisor (Contractor) Milan based Italy 01/2008 – 12/2009

Worked for several companies based in Italy as a freelance Financial Advisor.

• Developed portfolio of SME

• Advising new business companies and develops business planning.

• Commercial Lending

• Medio Credito Centrale (MCC Warranty) – Commercial Lending – Micro to Medium Enterprises

• Drafting KYC for Due Diligence purpose.

Banking Project Assistant – Client On-boarding - Italy

Banca di Roma (Unicredit Group Spa) Lecce, Italy (Perm) 10/2005 – 12/2007

Key Responsibilities:

• Account Opening and Client On-boarding procedure.

• Monitor accounts as per the compliance monitoring plan.

• Responsible for establishing the initial customer risk assessment rating.

• Responsible for obtaining and reviewing documents obtained from clients to satisfy regulatory and AML requirements.

• Ensuring a risk based approach for account set up is carried out following the Anti-Money Laundering Procedures.

• Responsible for periodical account KYC / KYB and AML reviews for Personal, Business and Corporate clients.

• Conduct enhanced due diligence reviews on higher risk clients including analysing source of wealth, beneficial ownership

and other risk relevant information.

• KYC / KYB research on clients using appropriate research tools and external data sources, such as Companies House,

Experian, CRIF, CTC, World Check.

• Coordinate the management of project banking and non-banking on-line services.

• Ensure that applications were compliant with the bank's credit policy.

(Goals achieved: From 10/04/2007 to 30/06/2007 the Company fixed a series of MBO to achieve six goals for different

products and services among 308 participants, I achieved the best performance in the country)

Junior Insurance Consultant - Italy

GPA Gruppo Spa, Bologna (Italy) (Perm) 09/2002 - 02/2005

Key Responsibilities:

• Management of insurance contracts of Public Entities (municipalities, hospitals, trade unions, school, Universities).

• Help the Senior Accountant with the competitive tender preparation of the insurance services that the Public Entities won

thanks to our consultancy.

• Preparation of technical specifications for competitive risk tenders for Liability, Damage, and Pension schemes.

• Managing relations with winning tenders, acting as intermediary representative between the Public Entity and the

company’s board to manage all the required insurance needs.

Executive Assistant - Italy

Marsh & McLennan (Perm) 05/2000 - 09/2002

Key Responsibilities:

• Compile expense documents.

• Deliver documentation.

• Create business forms.

• Manage calendar and event management.

• Document repository management..

• Manage travel.

• Manage the international insurance programmes.

• Manage claims for the third parties and public liability, accident and medical expenses refunds.

• Review new claims.

• Prepare claims letters and statements.

QUALIFICATIONS

• ICA Advanced Certificate in Compliance QCF Level 4

• Art Diploma – Architecture

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