Deepika
Hyderabad
Summary
Results-driven professional with extensive experience at HSBC in quality assurance and KYC compliance. Proven ability to enhance process improvement and mitigate risks through meticulous attention to detail. Adept at training and mentoring teams, ensuring adherence to regulatory standards while achieving business goals. Committed to delivering exceptional customer relationship management.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Customer Care Executive
Tata Business Support Services Ltd
02.2011 - 04.2012
- Handled customer enquiries, complaints and service request.
- Handled escalation calls and made sure response is provided on the earliest.
- Was a part of a project work in recording of IVR.
Senior Associate (Quality Assurance)
HSBC
- Performing Quality analysis reviews on the Entity & Individual profiles to ensure all the necessary documentation and requirements are fulfilled and determining if review and research were conducted in accordance with Quality standard and time frames set for within established procedures, bank policy and regulatory requirements.
- Conducting Know Your Customer (KYC) and Customer Due Diligence (CDD) are the first lines of defense against money laundering and collecting the required identifying information on new clients and risk rating the clients based on geography, industry/occupation, product, political status, and reputational risk to determine the frequency that the clients KYC information will need to be updated, as well as to set the thresholds for monitoring future transactions.
- EDD (Enhance Due Diligence) performed for Individuals/ entities whose risk turned to high due to various high-risk indicator.
- Reviews on On-boarding clients, conducting periodic reviews on the client (Individual and Entity) profiles based on the risk it possesses and maintaining profiles with up to date information through Event driven reviews.
- Reviewing elements of CIP, CDD, EDD and Ongoing monitoring ensuring all the necessary documents, compliance approvals (if applicable) and sign offs obtained.
- Ensure that the KYC & IDVA documents available for customer are in line with the regulatory requirements.
- Perform research via internal and external sources, gather and analyze documentation in accordance with regulatory/KYC requirements and perform all world check and client screening.
- Escalate any sanctions or PEP hit or negative news identified on the customer to the GFCC team.
- Conduct due diligence in case of Special Category Clients, PEP & Sanctioned Nationals and a variety of other scenarios.
- Ensure KYC escalation policies are followed and issues are escalated to KYC Management as applicable.
Quality Auditor for Deceased Account Maintenance
Marks & Spencers Banking Services
- Worked as a Quality Auditor for Deceased Account Maintenance team under banking operations.
- I provide guidance and assistance for both new and experienced staff in various aspects of the process.
- Conducting the team huddles and team meets to update on errors and feedback to improve the quality of the team.
- As a checker of the team, taking ownership of urgent mails/escalations from front end/business area and ensuring quick resolution to urgent tasks.
- Worked on different Management Information Systems (MIS).
- Inbound and out bound calls both to customers and internal departments; verification of paper work prior to closure of accounts.
- Ensuring checks on follow ups being done on the pending tasks on a daily basis.
- Ensuring sharing of knowledge and best practices, conducting calibration sessions & making the team acquainted about process updates.
- Delivered all commitments in full and on time thus contributing to the overall achievement of business goals.
- Conducted analyses and investigations as required, responded accurately to queries/issues raised by customers on time with strict adherence to applicable policies & regulations.
Education
Master's - Business Administration (Finance/HR)
Osmania University
HyderabadSkills
- Quality assurance
- Attention to detail
- Customer relationship management
- Training and mentorship
- Process improvement
- Risk assessment
- KYC compliance
- Customer due diligence
Certification
Foundation in AML and KYC Lookup, https://drive.google.com/file/d/1Q-h1BDGXHHKb2RmUtXK8WfK39G_KDG6x/view?usp=sharing
Accomplishments
- Team of the Quarter, HSBC, Q4 2016
- Team of the Quarter, HSBC, Q3 2015
- Star of the Month, HSBC, 06/15
Languages
Telugu
First Language
English
Proficient (C2)
C2
Timeline
Customer Care Executive
Tata Business Support Services Ltd
02.2011 - 04.2012
Senior Associate (Quality Assurance)
HSBC
Quality Auditor for Deceased Account Maintenance
Marks & Spencers Banking Services
Master's - Business Administration (Finance/HR)
Osmania University
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