Abin Sathew
CDD Onboarding Analyst
Indore
Summary
Detail-oriented KYC Analyst executes Know Your Customer activities focusing on client onboarding and exceptions in line with regulatory standards and jurisdictions. Robust knowledge and understanding of regulation affecting KYC program. Interacts and works closely with business stakeholders at all levels of seniority.
Overview
3
3
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
CDD Onboarding Analyst
Coinbase India Services Private Limited
Hyderabad
08.2022 - Current
- Validated results and performed quality assurance to assess accuracy of data.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Validated results and performed quality assurance to assess accuracy of data.
- Identified threats, vulnerabilities and suspicious behavior patterns to recommend mitigation measures.
- Conducted thorough reviews for high risk clients based on stratified risk level guidelines.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Partnered with client-facing teams to collect legal documents and associated information for regulatory and internal policies.
- Reviewed new prospect KYC documents to meet requirements and determine business model risk.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
- Supported KYC processes for prospective and existing customers.
- Researched and interpreted corporate documentation to determine business and ownership structure.
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents.
- Assisted investigation and risk management teams with fraud investigations and risk identification.
Customer Service Associate
Coinbase India Services Private Limited
Hyderabad
04.2022 - 08.2022
- Developed and actualized customer service initiatives to decrease wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer calls and emails to answer questions about products and services.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed over 30 customer emails per day.
- Managed over 20 customer calls per day.
Customer Service Teammate (Voice and Non - Voice)
TaskUs
Indore
11.2021 - 04.2022
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided support to 50+ customers per day over chats and calls.
Customer Service Associate (Voice and Non - Voice)
Amazon
Indore
10.2020 - 10.2021
- Handled and resolved Customer issues but not limited just to retail order issues. Also provided resolutions to non-order related issues, product availability and Amazon related queries.
- Managed 70+ customers per day over chats and calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Education
No Degree -
Logic Institute of Technology
Kaloor, Kochi 01.2018 - 04.2018
High School Diploma -
St Arnold's Hr Sec School
Vijaynagar, Indore 06.2011 - 04.2012
Skills
Customer experience management
undefinedAdditional Information
Trained in CCNA, CCNP, MCSE
Quote
Success usually comes to those who are too busy to be looking for it.
Henry David Thoreau
Timeline
CDD Onboarding Analyst
Coinbase India Services Private Limited
08.2022 - Current
Customer Service Associate
Coinbase India Services Private Limited
04.2022 - 08.2022
Customer Service Teammate (Voice and Non - Voice)
TaskUs
11.2021 - 04.2022
Customer Service Associate (Voice and Non - Voice)
Amazon
10.2020 - 10.2021
No Degree -
Logic Institute of Technology
01.2018 - 04.2018
High School Diploma -
St Arnold's Hr Sec School
06.2011 - 04.2012
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