Customer Service Anti-Money Laundering

Samira Sani

Professional Summary

919-***-**** • *************@*****.***

Apex, NC • linkedin.com/in/samira-sani

Detail-oriented Compliance Analyst and Customer Success professional with over 10 years of experience in financial services, insurance and retail. Proven track in anti-money laundering (AML), regulatory compliance, client relationship management and delivering exceptional customer service. Adept at problem-solving, collaborating across teams, and driving revenue retention through proactive communication risk mitigation. Skilled at working remotely with enterprise software to manage complex workflows and support business objectives. Core Competencies

●Anti-Money Laundering (AML)

●Enhanced Due Diligence (EDD)

●Know Your Customer (KYC) Procedures

●Regulatory Compliance

●Financial Investigations

●Relationship Management

●Risk Assessment

●Fraud Prevention

●Team Collaboration

Professional Experience

TJ Maxx - Apex. NC 2025 to Present

Client Services Associate – Retail Operations

● Delivered exceptional customer service to an average of 50+ customers daily, consistently achieving a 95%+ customer satisfaction rating.

● Maintained 100% accuracy in point-of-sale transactions, supporting compliance with company policies.

● Resolved customer issues promptly, reducing complaint resolution time by 20%.

● Collaborated with team members to exceed daily sales targets by 10% during peak periods. Santander Bank – London, UK 2022 to 2023

Client Service Executive - Anti-Money Laundering

● Investigated over 200 suspicious transactions monthly, preventing potential losses exceeding £500,000.

● Executed Enhanced Due Diligence on 50+ high-risk clients, ensuring 100% compliance with AML and KYC regulations.

● Generated detailed reports for senior management, improving detection of fraudulent activities by 15%.

● Received recognition for achieving a 98% client satisfaction score through proactive communication and issue resolution.

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Bank of New York Mellon – London Manchester 2017 to 2022 Corporate Trust - Client Service Manager – London, UK (2019 to 2022)

● Managed portfolios worth over $1B, maintaining zero client attrition during tenure.

● Led automation projects that reduced manual processing time by 30%, increasing operational efficiency.

● Coordinated cross-departmental efforts to resolve client issues within 24 hours, improving service turnaround time by 25%.

Senior Analyst - Corporate Actions - Manchester, UK (2017 to 2018)

● Processed 1,000+ corporate actions per quarter across EMEA markets with 99.9% accuracy.

● Resolved complex client inquiries within 48 hours, achieving a 95%+ satisfaction rate. The Cooperative Bank – Manchester, UK 2016 to 2017 Resolutions Investigator

● Managed a case load of 150+ investigations per quarter, achieving 100% compliance with regulatory standards.

● Negotiated settlements that recovered £200,000+ in disputed funds for clients.

● Improved escalation process, reducing average resolution time by 15%. The Financial Ombudsman Service – London, UK 2013 to 2016 Adjudicator

● Resolved 300+ financial disputes with a 90%+ first-contact resolution rate.

● Reduced need for Final Decisions by 20% through thorough investigations and clear communications. Additional Experience

Personal Banker Barclays Bank – London, UK

Education & Certifications

Bachelor of Science in Psychology De Montfort University – Leicester, UK Professional Banker Certificate The Chartered Institute of Bankers – Scotland Customer Service and Hospitality National Skills Academy – London, UK 2 Page

Honors & Awards

Attained Distinction in the Professional Banker Exam for demonstrating exceptional knowledge and proficiency. Received multiple 'Service of the Month' awards across various job roles, acknowledging outstanding contributions/commitment to excellence.

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