Call Centre Kyc

Amit Kumar Soni

Current Address: Cell No. 097********, 099********

PK-146, 3rd Floor, Sector-122 Email: *.*****@*****.***, ****.*****.********@*****.*** Noida, U.P 201301, India

Total Work Experience (10.9 Years) in BFSI and Telecom as CCE, Mentor, Q.A, SME and TL 1. Tide Platform Private Limited. From June 14th 2021 till January 7th 2022. Contractual Role for 7 months (U.K. AML KYC Domain)

• Worked as a Re-KYC/Periodic Review Team Leader and SME.

• Roles and Responsibilities include handling a team of 15 Analysts. Conducting EDD, CDD, MKYC, Onboarding, Offboarding, Suspicious Activity Reporting, Fin Crime Reporting, Remediation, Transaction Analysis, PEP Periodic Reviews, Sanction Checks, Fraud Analysis.

• Being the subject matter expert on KYC, corporate due diligence and AML risk and managing a team of analysts.

• Helping the Head of KYC in Setting up of the KYC function.

• Managing Day to Day BAU activities of team of KYC analysts.

• Managing the team of KYC analysts through data driven approach.

• Resolving the issues raised by KYC analysts and escalations by stakeholders.

• Managing and overseeing individual and team KPIs / OKRs.

• Managing Internal stakeholder (Member Onboarding team, Member Support Team, Member accession team, Quality Analysis Team, Audit Team etc.) and External (Members, Banking partners etc.).

• Being the subject matter expert, providing ongoing training and continuous knowledge sharing with the analysts in the team.

• Keeping the team abreast about latest changes in KYC/ AML policies and implementation of same at team operational level.

• Helping Head KYC in Creating processes, in accordance with our policies, to ensure that we meet rigorous KYC standards whilst building efficiency where possible.

• Working with Product Owners to build automation and system improvements & operational efficiencies.

• Building the team of analysts for KYC India process at initial stages.

• Tools used are Confluence, Lattice, Looker, Zendesk, Slack, Jira, Jumio, Onfido, Passfort, Kustomer, Atlassian Cloud, RDC, Cifas, Google Spreadsheet, Company House etc. 2. Konexions Back Office PVT LTD. (Indian Telecom Domain) From July 15th, 2019 to February 12th, 2020. Worked for 7 months

• Worked as a Team Leader Operations for Airtel Enterprise process and handled a team of 17 Advisors.

• Deals with corporate clients having Airtel Post-paid Connections, communicate with clients through emails and calls if any query, complaint, request, escalation arises. Identifying operational issues and suggesting possible improvements.

• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

3. Genpact India Private Ltd. (U.S and U.K. Investment Banking Project, AML KYC Domain) Worked as a Transaction Monitoring Analyst and Domain Expert from December 19, 2018 till May 13, 2019. Worked for 5 Months.

• Performing Transaction Monitoring as per Pre-set rules and threshold limits, CDD, EDD, Screening and verification of the BO’s, Related Parties, UBO’s.

• Escalating the case to next level and onshore if any insight, red flag or suspicious activity noticed on the basis of customer’s source of wealth, source of fund, accumulated wealth, random wire transfers, crossing incoming and outgoing threshold limits which are predefined by the bank.

• Onshore team performs 100% quality audit of all cases as per Standard Operating Procedure (SOP). if there is any disconnect, that to resolve during client call. 4. Genpact India Private Ltd. (U.S. Investment Banking Project, AML KYC Domain) Worked as a Quality Analyst and SME from October 1, 2016 to December 18, 2018. Worked for 2.2 Years.

• Checking Cases/trigger assignment.

• Interacting with the client about escalated cases, pause cases, any disconnect between team members and daily updates.

• Monitor production quality, giving feedback, conduction refreshing trainings and preparing VIC/Incentive report Variable Incentive Component) as per performance of each team member.

• In AML/KYC domain his primary responsibilities are authentication of customers, investigate & track companies/individuals Involved in anti-money laundering activities.

• Ensuring KYC due diligence reviews is undertaken to the required quality and detail on a timely basis.

• Ensuring documents are indexed and loaded in the document image system.

• Analyse the risk associated with the client from a technical perspective.

• Perform research via internal and external sources, gather and analyse documentation in accordance with regulatory and KYC requirements.

• Resolving problems/quick decision making.

5. Genpact India Private Ltd. (Australian Banking Domain Process/BAU) Worked as a Loan disbursement officer from October 1, 2012 to September 30, 2016. Worked for 4 Years.

• Maintaining Floor Decorum and Discipline.

• Verifying Scanned lending documents online and draw down Home Loans if everything in place.

• Conducting Daily Team Huddle and giving process updates referring banker’s email.

• Get in touch with Clients and bankers through telephonic conversation and email related to escalated issues and cases to complete within (TAT) turnaround time.

• Maintaining accuracy level between 96-100% on an average every month.

• Helping new team members if they doubted processing files and critical cases.

• Submitting Digital Lean ideas to ease process, which may impact in company revenue. Idea is tested in different phases and approved or declined by expert team.

• Participating In every fund activity on the floor and win prizes.

• Enrolling myself in maximum 3 online trainings every month to improve soft skills, interpersonal skills, communications skills, and learn how to survive and get success in corporate world. 6. Genpact India Private Ltd. (Norway Inbound Telecom Process/BAU) Worked as a Mentor and Floor Supervisor from September 22, 2009 to September 30, 2012. Worked for 3 Years.

• Hiring, training, and preparing call centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

• Ensuring agents understand and comply with all call centre objectives, performance standards, and policies.

• Answering agent questions regarding best practices or difficult calls.

• Identifying operational issues and suggesting possible improvements.

• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.

• Preparing reports and analysing data to assist management as they determine call centre goals.

• Working with other supervisors and management team members to support agents and maximize customer satisfaction.

Academic Qualifications

1 10th (Secondary) from Rajasthan Board.

2 12th (Sr. Secondary) from Bhawani Niketan Senior Secondary School, Jaipur. 3 B. Com from Khandelwal College, Jaipur.

4 M. Com (E.A.F.M) from University of Rajasthan, Jaipur. Personal Detail

Date of Birth : September 1st 1981

Nationality : Indian

Gender : Male

Marital Status : Married

Languages Known : English, Hindi, Rajasthani, Bundelkhandi Hobbies & Interest

Making New Friends, Listening to Soft Music, Watching Movies and Internet Surfing etc. Declaration

I hereby abide to declare that above furnished information is true to my belief and knowledge. I remained unemployed for 1.4 years from February 13th 2020 to June 13th 2021 and could find any Role as per my past job experience and skill set owing to Lockdown and Corona Pandemic situation that has resulted a Career Gap.

Date:

Place: (Amit Kumar Soni)

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