AML Analist/ Investigator, customer service.

ABDULLAH AL MAHMUD

** ******* ***, ***********, **, M1L 3P5

Ph: 647-***-****, E-mail: adhp3v@r.postjobfree.com

PROFILE:

Action-focused and detail-oriented individual with extensive years of hands-on experience in Banking and Financial Services Industry. Strength in business Development, Customer Service and in the area of AML compliance, screening, transaction monitoring, investigation and financial analysis. Proactive and result-oriented leader/manager with experience in multi-cultural and global environments. I am determined to apply my skills and knowledge to the rapid growth and success of your company.

HIGHLIGHTS OF QUALIFICATIONS

•Self-motivated and quick learner who is willing to adapt new technologies and ongoing changes in a fast-paced and deadline-driven environment

Strong customer service and office administrative skills

•Energetic team player with effective communication and interpersonal skills.

•Proven ability in multi-tasking and time management skills while working in a fast-paced environment

•Recognized for ability to take on new roles with minimal training; easily adapt to new environments.

•Dynamic, hardworking professional with over 10+ years’ experience in Customer service.

•Knowledgeable on AML/ATF typologies and red flags, substantial experience in reviewing customer KYC files, risk ratings, notes and other internal documentation

•Excellent knowledge in advanced Excel, MS Word, PowerPoint and Outlook

PROFESSIONAL EXPERIENCE

Customer Service Representative (Inbound Program) March 2020- October 2020

MAP Communication.

Act as human answering service outside or during business hours for a variety of businesses, including doctor's offices, hospitals, and insurance companies.

Transfer calls, relay verbal messages, record and deliver messages, page individuals and inform them of message and file messages.

Call the appropriate person requested by caller, date stamp time of call and record in computer system, arrange conference calls.

Schedule or cancel appointments, accept orders, proofread messages and sort mails and perform other clerical duties as necessary.

Canadian Red Cross COVID-19 campaign 2020;

Provide information by answering inbound calls about the Campaign and the eligibility for AID.

Handing user issues, respond to inquiries/complaints, demonstrating due attention to Customer Care and a professional approach always.

Assisting customers to sign in to their accounts, update records and modify customer information also helping customers locate and navigate the website.

Document all required information, Complete Registration for new customers, helping customers for completing survey, amendment and updates in the customer database system.

Transferring calls, follow up with Red Cross for escalating issues and provide proper feedback by email.

Call Center Agent

S & P Data. LLC. Canada September 2018 – January 2020

http://www.spdatallc.com

S & P Data is a leading contact center that empowers its clients to communicate better with key stakeholders and to improve decision-making by using real-time feedback. Utilizing the right technology, analytics and people skills.

•Representing the service and products to SPRINT-(internet/mobile provider )clients.

•Personalized the benefit by offering different loyalty packages to the existing and prospective clients specially for client retention (SPRINT- internet/mobile provider)

•Effective Handling objections of SPRINT customers by mitigating organizational risks.

•Demonstrated superior verbal communication skills and interpersonal skills by engaging with

customers via managing large amount of inbound calls in a timely manner

•Acquire strong problem-solving skills developed when faced with financial problems that required immediate solutions, such as resolving billing issues.

•Followed communication “scripts” when handling different topics

•Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives

•Suggest a range of options to support clients in resolving payment and other contract problems

Account Relationship Manager, The Premier Bank Ltd, Bangladesh Feb 2014 - Jul 2018

Resolved product or service problems by clarifying the customer’s complaint, determining the cause of the problem, explaining the best solution to solve the problem.

Ensured that all documentation was completed, accurate and complied with regional and global Anti-

Money Laundering/Anti-Terrorist Financing Policies, Procedures and Control.

Conducted investigations and Enhanced Due Diligence (EDD) into red flagged accounts or unusual / suspicious activity

Supervised and validated preparation of compliance reports on the customer assessment, KYC profile

reconciliation and transaction monitoring

Coordinated with AML Compliance to prepare Unusual Transaction Report (UTR) and Suspicious Activity / Transaction Reports (SAR/STR) and other regulatory reports to file with relevant FIU as needed

Reviewed effectiveness of monitoring process such as Transaction Profile (TP), Excess cash movement report, inward remittance reports, etc.

Reported to the Central Compliance Unit on material instances of non-compliance, kept the senior management team informed of significant investigations.

Investigated fraudulent claim to determine responsible party

Team Leader, New Business Acquisition, IFIC Bank Ltd, Dhaka Bangladesh Jan 2012-Feb 2014

Conducted performance assessments and set KPI for sales managers, team leaders and group leaders

Monitored Excessive movement report and escalate suspicious activity and fraud suspects in a timely and efficient manner for the high net worth customers.

Reviewed Transaction monitoring reports to evaluate activity in highlighted accounts is consistent

with transaction profile and no account possesses the risk of possible money laundering

•Prepared Unusual Transaction Report (UTR), Suspicious Activity / Transaction Reports (SAR/STR) and other regulatory reports as needed

Branch Sales & Business Supervisor, ICB Islamic Bank Ltd Oct 2009-Jan 2012

•Reduced reputational risks by controlling security measured issues

•Showed significant development in SQ level across Branch measured by Voice of Customers, Customer Satisfaction Survey and Mystery Shoppers Survey

•Provided accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements within established policies

•Monitored transactions and Customer Due Diligence (CDD) into Flagged accounts or unusual /suspicious activity

•Acquired and validated KYC documents for enhancing due diligence (EDD) for individuals, institutions and trusts through internet tools

•Monitored transactions of high risk clients in preparation of reports using various investigative tools

Education and Training

Post Graduate from Department of Marketing, University of Dhaka. Bangladesh. 1998

Prevention of anti-Money Laundering (AML) and Terrorist Finance Workshop 2016

CPR and First Aid Training. Paragon Security 2020

Completed the Ministry of Labor Worker Health and Safety Awareness in 4 Steps

Contact this candidate