Pankaj Tiwari

• Reviewed and investigated 100+ AML transaction monitoring alerts daily, consistently maintaining 95% SLA adherence while ensuring investigation quality and regulatory compliance.
• Prepared Suspicious Transaction Reports (STRs), escalated high-risk cases and ensured compliance with RBI, FIU-IND and PMLA regulations while safeguarding the Bank against financial crime risks.
• Conducted comprehensive client profile reviews, CDD, EDD, sanctions screening, PEP screening, and adverse media screening for retail, corporate, NRI, and high-risk customer portfolios to ensure compliance and mitigate risks.
• Performed quality assurance reviews on AML investigations, identified recurring defects through root cause analysis, and recommended process improvements to enhance investigation quality.
• Collaborated with compliance, risk, operations, quality assurance, and business stakeholders, supported governance initiatives, mentored new analysts, and participated in continuous process improvement projects to strengthen AML efforts.

Key Achievement

• Reviewed more than 45,000 AML alerts while consistently meeting SLA and maintaining investigation quality.

• Supported Relationship Managers, Branch Managers and Cluster Heads in managing end-to-end client lifecycle activities for Retail, Corporate, NRI and UHNI clients, ensuring exceptional customer experience and adherence to internal Service Level Agreements (SLAs).
• Managed end-to-end client onboarding, including Client Profile Reviews, Customer Due Diligence (CDD), KYC verification, customer risk profiling, documentation validation and regulatory compliance in accordance with RBI, AML and internal banking policies.
• Assisted Relationship Managers in client lifecycle management, including periodic KYC reviews, remediation activities, customer profile updates, account maintenance and portfolio servicing while ensuring timely completion of all operational requirements.
• Processed and maintained Savings, Current, NRE, NRO, Demat and Wealth-related account services, including account opening, demographic updates, date of birth corrections, address changes, operating instruction modifications, nominee updates, contact detail changes and other account maintenance requests.
• Supported Demat account onboarding and maintenance, including verification of account opening documentation, client details, Beneficial Owner (BO) information, operating instructions and regulatory documentation while ensuring complete accuracy and compliance.
• Managed customer servicing activities, including cash and cheque deposits, NEFT, RTGS, and account requests, ensuring adherence to branch turnaround times and SLAs for enhanced customer satisfaction.
• Maintained complete custody of customer documentation by collecting, verifying, indexing and recording all KYC documents through inward and outward registers, ensuring audit-ready documentation, regulatory compliance and strict confidentiality of customer information.
• Conducted quality assurance reviews on onboarding documentation, identifying recurring defects and implementing corrective actions to enhance first-time accuracy in processing.
• Collaborated with Relationship Managers, Compliance, Legal, and Operations to resolve documentation discrepancies and support regulatory reviews, contributing to timely closure of audit observations.
• Managed a portfolio of 280+ customer relationships, prioritizing high-value requests, resolving escalations proactively and consistently delivering superior client service in a fast-paced banking environment.

• Successfully supported onboarding and lifecycle management for Retail, Corporate, NRI, UHNI and Demat customers, maintaining high documentation accuracy and regulatory compliance.
• Contributed to the timely closure of audit observations through proactive coordination with Compliance, Legal and Operations teams.
• Improved documentation quality and reduced operational defects through quality assurance reviews and root cause analysis.
• Consistently maintained branch SLA commitments while managing multiple concurrent onboarding, maintenance and customer servicing requests.

• Processed high-volume CASA account onboarding, ensuring KYC verification, client profile validation, and regulatory compliance to facilitate smooth account initiation.
• Conducted detailed Quality Assurance reviews on onboarding documentation, significantly reducing account opening errors and improving First-Time-Right performance.
• Performed Root Cause Analysis of recurring documentation defects, provided actionable feedback to Sales and Operations teams and implemented process improvements.
• Delivered learning sessions for new employees, sharing best practices to enhance documentation quality and achieve operational consistency.
• Coordinated with stakeholders to resolve documentation discrepancies, meeting predefined SLAs and supporting remediation initiatives and audit observations.

• Managed onboarding of NRE, NRO and Seafarer customers, ensuring accurate client profile reviews and KYC compliance to mitigate risk.
• Reviewed customer documentation for completeness, regulatory compliance and adherence to internal operational standards.
• Collaborated with Relationship Managers and Operations teams to resolve onboarding issues, enhancing turnaround time for client onboarding.
• Facilitated audit reviews and regulatory remediation activities, ensuring compliance through precise documentation and reporting.
• Maintained high processing accuracy while managing large onboarding volumes.

• Managed high-volume inbound and outbound banking interactions, ensuring accurate customer authentication and adherence to regulatory compliance standards.
• Coordinated with Fraud Operations, Compliance, and Branch teams to effectively resolve fraud-related customer cases within established service levels.
• Performed Root Cause Analysis on recurring customer complaints and service failures, identifying improvement opportunities that enhanced customer experience and operational efficiency.
• Performed Quality Assurance reviews on customer requests and service documentation, verifying compliance with operational standards and enhancing service quality.
• Maintained excellent quality scores while consistently achieving productivity and customer satisfaction targets.

• Assisted customers with debit and credit card fraud reporting and hotlisting, ensuring compliance with internal policies and regulatory requirements.
• Assisted customers with debit and credit card fraud reporting and card hotlisting.
• Logged customer fraud complaints to facilitate investigation and resolution. and provided banking support.
• Verified customer identity and documentation before processing requests.
• Cross-sold banking protection products, enhancing customer awareness and satisfaction.
• Escalated fraud-related incidents to internal stakeholders and ensured timely resolution through effective communication.
• Consistently achieved service quality and productivity targets while operating in a high-volume customer service environment.