Summary
Overview
Work History
Education
Skills
Education
Timeline
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ALLEN JAMES

KR Puram, Bangalore

Summary

To be professionally associated with an esteemed organization, having an objective to utilize my education and experience practically when on shift and work towards achieving the goals of the organization so as to become an expert in the field of Customer Service by providing better customer satisfaction.

Overview

8
8
years of professional experience

Work History

KYC Officer

ANZ
07.2023 - 05.2024
  • Assisted with Ongoing Customer Due Diligence, remidiation activities which involved KYC investigations.
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Supported the team by multitasking with a wide range of activities which include, KYC verification, loading domestic and foreign entities and individuals, KYC maintenance and email enquires.
  • Conducted periodic internal check with the service requests the team had received on monthly basis.
  • Provided exceptional customer service during client interactions, addressing inquiries promptly while safeguarding sensitive information securely.
  • Completed checks to verify identity ACIP documents for KYC OCDD.
  • Having passion for compliance, taking ownership to resolve a customer resolution to complete KYC Ongoing Customer due diligence review for Individuals, Non Individuals and complex Non Individual.
  • Ensuring Customers (Individuals, Non Individual and Complex Non Individuals) are compliant with regulatory standards and to mitigate risks.
  • Identify risks related to customer profile.
  • KYC End to End process on completions including communication via inbound/outbound calls and emails.

Senior Customer Retention Officer

One Savings Bank
01.2022 - 07.2023
  • Customer Service for Mortgage Retention or the Choices Team
  • Daily reports to open the Queue and Close
  • Team Huddles and Call calibration
  • Take Escalations calls and Email
  • Improve the process by identifying the vulnerabilties

Senior Associate - Voice Process

First American India Pvt. Ltd
09.2019 - 10.2021
  • Customer service for Title industry, Outbound call center
  • Daily capacity reports, Overtime reports, Incentive reports
  • Team Building Activities
  • Hosting Awards Shows
  • Maintained excellent and trusting client relationships by providing excellent advice regarding daily operations.
  • Analyzed department's training needs and developed new training program based on analysis.

Executive

[24]7.ai
09.2016 - 07.2019
  • Customer service, Inbound call center.
  • Trouble shooting EDC terminals and POS systems

Education

Bachelor of Arts -

International Institute of Hotel Management
Bengaluru, KA
2016

Pre-University Certificate -

Senior Secondary School Examination
2012

Secondary School Leaving Certificate -

Stracey Memorial High School
2008

Skills

  • Expert in Windows Operating Systems
  • Being Expressive with powerful Communication Skills with excellent knowledge in customer handling, rapport building
  • Strong problem solving and troubleshooting skills to analyze and resolve issues
  • Planning & Scheduling with meetings, training sessions
  • Managing Schedules and Deadlines
  • Attention to detail and a quick learner which will make ease of the process
  • Due diligence
  • Customer identification

Education

  • Bachelors of Art at International Institute of Hotel Management - 2016
  • Secondary School Examination - 2012
  • Stracey Memorial High School (SSLC) - 2008

Timeline

KYC Officer

ANZ
07.2023 - 05.2024

Senior Customer Retention Officer

One Savings Bank
01.2022 - 07.2023

Senior Associate - Voice Process

First American India Pvt. Ltd
09.2019 - 10.2021

Executive

[24]7.ai
09.2016 - 07.2019

Bachelor of Arts -

International Institute of Hotel Management

Pre-University Certificate -

Senior Secondary School Examination

Secondary School Leaving Certificate -

Stracey Memorial High School

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ALLEN JAMES