Pooja Bharmota

• Managing the Ongoing Customer Due Diligence and Enhanced Due Diligence process (OCDD, ECDD) with 80-90 FTEs.
• Collaborated with cross-functional teams to drive process improvements and innovation.
• Implemented data-driven decision-making practices to inform business strategy and optimize performance metrics across all departments.
• Mentored junior team members, providing guidance on best practices and strategies to overcome challenges while simultaneously strengthening their professional skillsets.
• Cultivated a culture of continuous learning among employees through professional development opportunities, fostering an environment of collaboration and innovation.
• Oversaw talent acquisition efforts, attracting top talent from diverse backgrounds and skill sets while maintaining a rigorous selection process for continued excellence within the organization.
• Boosted company reputation with the successful execution of high-profile projects.
• Optimized team performance through effective leadership and staff development programs.
• Trained and guided team members to maintain high productivity and performance metrics.
• Reduced operational risks while organizing data to forecast performance trends.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Assisted in recruiting, hiring and training of team members.

• Managing team of Risk Investigation for Designated Client and handling different queues to identify risk involved in handling different account holders, making connections and then blocking and unblocking higher TFL (Total Funds Loaded) transactions occurred in different countries.
• Managing and delivering on AML & KYC related systems & controls, Regulatory Reporting, Fraud & Transaction Monitoring, procedural guidelines and providing regulatory advisory services.
• Working on adopting KYC tools, AML and Sanctions monitoring systems. Knowledge and experience in PEP & Sanctions monitoring, Money Laundering Systems & Controls, the EU Directives on Money Laundering
• Helping reporters to maintain business professionalism by coaching each on methods for delivering exceptional service to our designated client.
• Enhanced employee management by developing schedules, tracking time and administering payroll.
• Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
• Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
• Generated operational reports for management on monthly schedule.
• Supervising operations team to support operational excellence and excellent customer service.

* Periodic KYC Refresh is performed for bank's customers for various jurisdictions.

* Mentored and guided employees to foster proper completion of assigned duties.
* Investigate and assess alerts relating to Anti Money Laundering risks to organization as per US Patriot Act.
* Conduct research that utilizes internal and external, public and private databases to conclude case by identifying relation between subject and alert and report it to Line of Business (LOB).
* Stay current with money laundering and Terrorist Financing behaviors, issues, policies, regulations, criminal typologies, industry best practices and developing trends.
* Reporting all negative news attached with alerts to LOB. Alerting LOBs if identification appears to be fraudulent or suspicious.
Identifying Politically Exposed Persons (PEPs) based on guidelines provided by Global Compliance.
* Complete Client Enhanced Due Diligence review forms including information such as corporate registry information, client ownership, PEPs, activity in sanctioned countries.
* Knowledge of External Compliance Screening databases.
* Knowledge of US Patriot Act, OFAC and related AML regulations.
* Strong research skills, advanced skills in use of Microsoft Word, Access, Excel, Outlook and experience with Internet and on-line research systems.
* I handle urgent requests cases sent by LOB.
* Applications using Legal Entity Onboarding (LEO), PRISM (Portal for Risk Investigation and Screening Matrix), Accurint, World Check, Westlaw, Pacer etc.
* Providing training to new hired associates in KYC.

* Stay current with money laundering and Terrorist Financing behaviors, issues, policies, regulations, criminal typologies, industry best practices and developing trends.
* Reporting all negative news attached with alerts to LOB. Alerting LOBs if identification appears to be fraudulent or suspicious.
* Identifying Politically Exposed Persons (PEPs) based on guidelines provided by Global Compliance.
* Complete Client Enhanced Due Diligence review forms including information such as corporate registry information, client ownership, PEPs, activity in sanctioned countries.
* Knowledge of External Compliance Screening databases.

In ECS Fraud Back Office, I performed the following actions:

* Dealt with MBNA (Maryland Bank of North America) credit card customers of Bank of America.

* Handled Queries related to the credit card of UK customers namely Chargeback, Falcon, Suspect Fraud, Pin unblock, Close & transfer and auth calls.

* Applications used Euronet, MBNA IS, OMNI and LVIS.

• Worked for RBS Bank for receiving calls for Bank Clients to inform Account related information and credit cards description or summary.
• Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
• Worked varied hours, days, nights and weekends as business needs dictate.
• Handling account related queries of Preferred Banking Clients.