Summary
Overview
Work History
Education
Skills
Timeline
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ARIEL PHILLIP

Bronx

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

10
10
years of professional experience

Work History

Customer Service Specialist

HSBC Bank
06.2023 - 12.2024
  • Supported onboarding of Customers including gathering and reviewing onboarding Know Your Customer (KYC) and product documentation and processing the application
  • Delivered outstanding customer service in a high-pressure environment, addressing concerns promptly and effectively
  • Developed strong relationships with internal and external customers, fostering a positive experience
  • Ensured fair treatment of customers by consistently displaying the behaviors that form part of the HSBC Values and culture and adhering to HSBC risk policies and procedures, including notification and escalation of any concerns and taking required action in relation to points raised by audit and/or external regulators
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.

KYC Analyst

Citibank
07.2021 - 03.2023
  • Conducted KYC formality reports on questionable accounts and transactions
  • Conducted thorough reviews for high-risk clients based on stratified risk level guidelines
  • Facilitated communication with onboarding team to gather information and onboarding documentation
  • Reviewed new prospect KYC documents to meet requirements and determined business model risk
  • Researched and interpret corporate documentation to determined business and ownership structure
  • Analyzed and investigate clients to conduct detailed customer due diligence and enhanced due diligence review
  • Prepared high-risk reviews with results and recommendations for customer onboarding, closure, and retention

Head Teller

Citibank
08.2015 - 07.2021
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
  • Created teller schedule to keep weekly and weekend shifts properly staffed
  • Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
  • Oversaw currency shipments and deposits while adhering to strict safety guidelines.

Private Wealth Management Summer Analyst (Internship)

U.S. Trust
08.2014 - 07.2015
  • Managed the execution of client service activities such as initiating and monitoring account opening and asset transfers
  • Serviced and provided account maintenance activities, which are primarily trust/fiduciary-related that include trust accounting transactions, deposits/transfers
  • Handled client inquiries, coordinated with specialists and service centers to deliver an integrated service to the client
  • Conducted research projects, on client accounts or to maintain department industry research and report information

Education

Bachelor of Science - Accounting

State University of New York – Empire College
06.2022

Skills

  • Customer Due Diligence (CDD)
  • Risk Assessment
  • Communication Skills
  • AML Compliance
  • Enhanced Due Diligence (EDD)
  • Transaction Monitoring
  • Customer service
  • Call center experience
  • Customer relations

Timeline

Customer Service Specialist

HSBC Bank
06.2023 - 12.2024

KYC Analyst

Citibank
07.2021 - 03.2023

Head Teller

Citibank
08.2015 - 07.2021

Private Wealth Management Summer Analyst (Internship)

U.S. Trust
08.2014 - 07.2015

Bachelor of Science - Accounting

State University of New York – Empire College

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ARIEL PHILLIP