AMAR JYOTI MILI
Guwahati
Summary
I am a dedicated professional with extensive experience in financial crime investigations and customer support roles in the fintech and banking sectors. I possess excellent problem-solving and communication skills, with a strong ability to adapt to new challenges and uphold regulatory compliance. My career includes notable achievements such as multiple awards for outstanding performance and leadership in team management
Overview
12
12
years of professional experience
2009
2009
years of post-secondary education
Work History
FinCrime Analyst Investigator (Crypto RBI)
Revolut
Guwahati
05.2025 - Current
- Execute end-to-end transaction monitoring (TM) by reviewing user transaction histories to detect money laundering, structuring, and smurfing. Conduct deep-dive blockchain investigations using Elliptic and Chainalysis to track fund flows and prevent sanction circumvention.
- Perform holistic Risk-Based Investigations (RBI) balancing focus between Fiat (ML/MM) and Crypto. Identify threats, vulnerabilities, and suspicious behavior patterns to prevent illicit activity.
- Execute AML/CTF reviews and Sanctions Screening (including PEP checks) for both fiat and crypto accounts. Implement rigorous compliance controls to prevent financial institutional risk. Utilized Moody’s Analytics to assess sanctions risk for international individuals and complex corporate structures to trace the SOF.
- Investigated potential sanctions evasion and high-risk payment behaviours using transaction monitoring and risk-based investigative frameworks
- Conducted proactive EDD leveraging OSINT and adverse media to assess financial crime and reputational risks across rapidly scaling customer bases
- Verified source of wealth and funds documentation to ensure alignment with customer profiles and declared business activity.
Customer Support Specialist (Wealth & Trading)
Revolut
Guwahati
03.2024 - 05.2025
- Assisted customers through chat in resolving issues related to Stocks, ETFs, Bonds, Crypto and Commodities. Providing information about products and services
- Achieved a total KPI of 126% in Q2 customer which included Customer satisfaction rating, Quality, FCR and NPS
- Supports new team members on chat support protocols, company policies & Procedural doubts
- Analyzed available support resources to identify errors and recommend improvements to the support process
Team Manager
HSBC
Guwahati
12.2020 - 08.2023
- Performance Management and coaching- Setting Objectives for the team and conducting regular 1 to 1s and do weekly and monthly reviews
- Conducting regular coaching and feedback sessions
- Train the team on new procedures and new processes
- Coaching individuals on their KPIs and providing feedback on performance
- Quality checks and ensuring that the team meets all the set parameters
- Discuss performance improvement plans and conduct regular checks
- Sending daily reports and conducting team meetings
Customer Service Executive (Escalated Complaints)
HSBC
Guwahati
12.2019 - 12.2020
- Working on complaints received by both secure and unsecure messaging service
- Resolving complaints or raising complaints for further investigation
- Responding to customer's general enquiries received via Secure Message or Unsecure Message
- Ensuring that SLA is meet for each case assigned to me
- Ensuring that target for the day is meet without misses
- Part of MMX complaints pilot team.
Customer Service Executive
HSBC
Guwahati
02.2018 - 12.2019
- Handling calls related to everyday UK retail Banking
- Being vigilant for unusual activities on the customer's account and flagging up suspicious transactions
- Providing support for digital banking - Assisting customer's to apply for various accounts, credit cards, loans and mortgage
- Review the customer's account to understand their need of support financially.
Team leader Trainee- Operations
Convergys India services private limited
Guwahati
01.2017 - 08.2017
- Motivating the team to achieve the sales numbers and targets
- Dealing with and resolving the problems and issues which arise
- Monitoring and reporting on performance targets
- Coaching and skill building the team to exceed expectations/Target
- Analyzing opportunities and areas for improvements.
Sales Associate I
Convergys India services private limited
Guwahati
09.2015 - 12.2016
- Processed payments and handled billing calls
- Handled technical calls and floor walked
- Trained new employees
Associate
INDECOMMGLOBALSERVICE
Guwahati
04.2014 - 05.2015
- U.S tax calling and search for U.S Mortgage
- Making tax charts for US customers
Education
Seven Set Annexe
ShillongSkills
- Good communication skills
- Organizational ability
- Highly adaptive
- Sincere
- Hardworking
- Effective in motivating teams
- Quick learner
Accomplishments
- Awarded the Champions Award for overall best performance in Q1 2019.
- Promoted to Team Leader Trainee within 1 year and 3 months of joining.
- Multiple superstar award recognitions based on excellent performance.
Personal Information
Title: FinCrime Analyst Investigator
Languages
English
Upper Intermediate
B2
Timeline
FinCrime Analyst Investigator (Crypto RBI)
Revolut
05.2025 - Current
Customer Support Specialist (Wealth & Trading)
Revolut
03.2024 - 05.2025
Team Manager
HSBC
12.2020 - 08.2023
Customer Service Executive (Escalated Complaints)
HSBC
12.2019 - 12.2020
Customer Service Executive
HSBC
02.2018 - 12.2019
Team leader Trainee- Operations
Convergys India services private limited
01.2017 - 08.2017
Sales Associate I
Convergys India services private limited
09.2015 - 12.2016
Associate
INDECOMMGLOBALSERVICE
04.2014 - 05.2015
Seven Set Annexe