MOHAMMED KAMIL

• Reviewed new prospect KYC documents to meet requirements and determine business model risk.
• Conducted KYC formality reports on questionable accounts.
• Determined customer risk ratings based on analysis and research findings.
• Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
• Supported KYC processes for prospective and existing customers.
• Perform enhanced due diligence on high-risk clients, employing a risk-based approach to determine appropriate levels of scrutiny.
• Work closely with cross-functional teams, including Compliance,Sales, and Operations, to ensure effective communication and collaboration in managing KYC processes.
• Obtain and verify AML/KYC regulatory compliance documents from BDM'S/clients.
• Extensive knowledge of ownership structures and various entity types, such as trusts, partnerships, sole traders, INC & Companies.
• Review AML/KYC requests to provide assistance and guidance to Onboarding Associates.
• Perform due diligence on Mail Order/Telephone Order (MOTO) requests for medium to high risk merchants.
• Manage and resolve chargeback disputes by conducting thorough investigations, collaborating with stakeholders, and ensuring adherence to industry regulations and card network rules.
• Conduct comprehensive Customer Due Diligence (CDD) processes to ensure compliance with regulatory standards, assess risks, and maintain the integrity of customer relationships.
• Proficient comprehension of Ultimate Beneficial Ownership (UBO) principles for Know Your Customer (KYC) purposes, involving the identification and assessment of individuals who ultimately own or control a legal entity to ensure regulatory compliance and risk mitigation.

Responsible for assisting in implementing Openpay’s merchant Due Diligence processes, including KYB/KYC, Simplified Due Diligence, Enhanced Due Diligence, merchant monitoring, merchant fraud and risk management policies.

Responsibilities

• Serve as Merchant Risk SME for all departments, vendors, related initiatives, projects and resources.
• Analysis, investigation, justification and decisioning on new merchant applications
• Conduct KYC/KYB checks on non-individual customers such as companies, partnerships, sole trader and trusts
• Perform credit checks on entities and directors to determine creditworthiness.
• Identify beneficial owners and PEPS
• Conduct negative news check on entities and directors
• Asses the merchant risk level by conducting a wholistic check on different types of risk such as compliance risk, reputational risk, legal risk, & credit risk
• Obtain and verify AML/KYC regulatory compliance documents from account managers
• Review AML/KYC requests and provide assistance and guidance to Onboarding Team
• Solid understanding of ownership structures of complex entity types (e.g. Trust, Partnerships, etc.)
• Assist internal teams with AML/KYC and regulatory compliance questions
• Detect and investigate risky merchant behaviour using internal and external risk tools
• Investigate, maintain and execute merchant alerts from 3rd party monitoring tools
• Drive effectiveness and efficiency goals for the Risk department
• Work with operational teams to identify, investigate, document, resolve and monitor breaches in policy and update existing processes to prevent loss
• Work with Product, Sales, Operational and Risk teams to resolve Merchant Risk issues and provide guidance on overall risk tolerance
• Identify trending behaviour and take swift action to define, document and (if necessary) prevent behaviour from negative impacts to the business, including completion of Root Cause and Risk Exposure analysis.
• Evaluate merchant products and services to ensure compliance with Merchant Risk policy
• Train operational staff on existing and newly created Merchant Risk policies and processes
• Update Merchant Risk policy & processes with relevant legislative and regulatory changes

Achievements

• Developed Merchant Risk training material, process documentation and knowledge portal
• Successfully implemented an automated solution for merchant onboarding.
• Assisted in the development of UK merchant risk policies and framework
• Developed risk protocols & onboarding requirements for new markets
• Created and delivered due diligence training for internal teams to improve risk awareness
• Removal of legacy processes to gain efficiencies

Provide risk and compliance approval to new customers applying for acquiring products and services to enable micro, small and medium sized enterprises (SME) and large corporations receive and make payments.

Responsibilities

• Process allocated workload efficiently, accurately and in accordance to risk settings and appetite, utilising systems/equipment as required, ensuring internal and external customers have a high-quality service
• Control procedures used in applications for merchant facilities and address any policy issues as part of the approval process
• Assist fraud team in significant investigations and escalations
• Monitor and adhere to performance against SLAs and expected performance standards, taking corrective action and providing instruction and advice where necessary
• Manage escalated risk decisions surrounding specific merchant risk decisions
• Assist in managing relationships with sales teams, product managers and operations team
• Proactively protect NAB and its customers against potential financial loss & adverse reputational impacts
• Make risk-based decisions regarding accepting new merchants
• Provide support and consultation to internal and external customers & stakeholders regarding merchant risk-related matters

Achievements

• Assisted With D&B Automation piece to enable automation for simplified DD application

Providing operational and strategic leadership to 12 team members in an inbound/outbound sales and customer service department

Responsibilities

• Create and implement KPI's to measure team and individual performance
• Meet and exceed all customer call guidelines including service levels, handle time and productivity
• Provide mentoring to team members, including communicating team goals and identifying areas for improvement via new training and skill checks
• Provide quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
• Manage staff performance and provide training, coaching & development Design and lead training programs so all team members are cross skilled and capable of succeeding in all tasks
• Identify and support growth potential and career aspirations among staff

Achievements

• Successfully on-boarded a team of 14 sales specialists
• Created and implemented processes, procedures, training documents, process maps for a new team
• Implemented 100% paperless process and reduced printing from 5000 pages a month to less than 50 pages a month
• Reduced sales process from 2 weeks to 5 business days Through process improvements reduced FTE by 2 while increasing output results
• Implemented online portal to provide 24/7 solution for customers to apply for new terminals Increase sales by 6% in the last two years

I joined Call Active as a sales agent and was promoted to team leader position in 2009. I have managed multiples campaigns such as Telstra, Sensis & HICAPS until Call Active went into receivership in November 2015.

Responsibilities

• Recruit, train, mentor and develop a team of 14 sales/ customer service and administrative consultants
• Manage and grow client relationship
• Ensure that all KPI's, targets and other administration tasks are completed on time
• Manage internal stakeholders to exceed internal targets and to comply with process, policies and procedures
• Developed a long term relationship with both HICAPS, NAB and the Health funds to build a deeper understanding of their operational processes and needs so that Call Active became a valued partner
• Develop, implement and review of KPI's for the team
• Maintain and improve Customer Service processes across all channels including phone and email

Achievements

• Increased sales by 20% a year for the last 3 years of Call Active 2012-2015
• Increased revenue for Call Active by 30% by reducing cost and bringing new work into the business
• Improved process that have reduced staffing requirements by 1 FTE
• Decreased staff turnover by 40%
• Improved staff engagement survey from 40% to 75% in the first year of leading the team