Priscilla Thomas

• Enhanced client onboarding process by streamlining KYC procedures and reducing turnaround time.
• Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
• Performed quality assurance checks on completed customer files, ensuring accuracy and completeness before submission for review or approval.
• Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
• Prevented account closures or penalties with prompt resolution of outstanding KYC issues for high-risk clients.
• Assisted in the development of new KYC-related tools and systems, contributing to a more efficient and effective AML program.

Produced in-depth reports outlining findings and recommendations for improvement by updating knowledge and understanding of major aspects of AML, KYC, due diligence and other financial issues, policy and procedures.

• Provided regulatory compliance training to employees.
• Produced in-depth reports outlining findings and recommendations for improvement.
• Identifying excessive risk, fraud and review of misrepresentations in transactions.
• Conduct quality check reviews and filed Suspicious Activity Reports originating from various investigations unit including correspondence banking sanctions, fraud and compliance to FinCen.
• Provide risk control and technical solution to ensure audit trails, due diligence documentation, decisions and corrective actions are met with bank standards, procedures and regulations.
• Ensure that decisions not to file SAR are properly documented and that SAR for account that have been identified to have carried out possible structuring are properly documented.
• Analyzed functional requirements, procedures and problems to automate improved processing are effective and efficient.
• Review system alerts, assessing impact to AML processes, conducting research as required and document results in accordance with the appropriate regulations with time limitations.

• Evaluated the effectiveness of current anti-fraud controls and recommended improvements, resulting in a strengthened overall defense against fraudsters.
• Assisted clients in resolving unauthorized transactions by guiding them through the dispute resolution process, ensuring their satisfaction with the outcome.
• Enhanced customer confidence after successfully resolving high-profile fraud cases, leading to increased customer retention and loyalty.

• Created customer support strategies to increase customer retention.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Enhanced team productivity through regular coaching, feedback, and performance evaluations.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

• Maintained compliance with banking regulations through diligent record-keeping and reporting practices.
• Reduced wait times and enhanced customer experience by implementing effective queue management strategies.
• Identified opportunities for cross-selling products, resulting in higher revenues for the bank.
• Achieved high levels of accuracy in transaction processing by adhering to established protocols and guidelines.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.