Mohammad Al Moslemawi

- Analyse transactions and customer account activity across all distribution channels for financial and cybercrime, ensuring that AML/CTF reporting obligations are met.
- Work alongside our internal and external stakeholders to execute AML/CTF strategies that optimise customer experience and meet our regulatory requirements.
- Perform all functions required to establish and maintain an effective AML/CTF monitoring program, including customer and transaction monitoring.
- Investigate, create and submit AML/CTF reports including TTRs and SMRs.
- Identify and escalate emerging patterns and trends of suspect activity to management.
- Undertake research on financial crime, cybercrime and regulatory matters, including AML/CTF issues through industry participation, attending seminars, and providing summaries to management.

Key Achievements

Seconded into the Financial Crime Risk Intelligence team to help assist with quality assuring AUSTRAC reporting.

- Applied highly effective customer service skills while properly engaging and explaining various betting products to customers.
- Ensured adherence to schedule was always met according to business requirements.
- Increased efficiency and performance by providing feedback on processes.
- Consistently meet key KPI's on a quarterly basis by providing exceptional customer service
- Actively involved with employee engagement to improve wok culture.
- Provided training and mentoring to new inductees to help with speed to competency within a high-pressure environment.
- Managing companies’ social media accounts

Key Achievements
- Promoted to Senior Customer Support to handle high value customers
- Seconded into the Risk and Fraud department to help assist with account management.

- Handle customer enquiries promptly and courteously while maintaining confidentiality and using discretion in the performance of all duties.
- Identified, referred and assigned non-standard and more complex enquiries to a Centre of Expertise for action and resolution.
- Maintain records of customer enquires in a customer management system and follow up as required.

- Provide enquiry and referral data to assist in the preparation of reports on the Center's activities.
- Delivering high level customer service to the employees and customers in a high-pressure contact centre environment
- Maintaining currency in knowledge of HR System processes and related business processes in order to efficiently and effectively respond to customer needs.

Key Achievements
- Promoted to Senior within the first quarter to help with Contact center management.
- Received the Highest performer award for three consecutive quarters

- Jeopardy management in ensuring all work orders are updated and completed by communicating with clients and contractors in a timely manner
- Work order management across multiple contracts (Defense, Goodstart ASIC,ATO Law Courts across Australia.)
- Managing work orders to meet KPI's and agreed targets by the business.
- Offered excellent customer service in various multi-media platforms based environment to the contracted client
- Coordinating with various contractors and advising them jobs for the different contracts
- Ensuring the up to date processes are followed for both ‘Business Hours' & ‘After Hours'
- Maintaining and updating the work orders in SAP/CRM

- Maintaining and balancing a cash register

- Effective face to face customer service in order to achieve customer satisfaction.
- Time management in between dealing with customers and processing stock.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Counted cash in register drawer at beginning and end of shift.
- Increased sales by offering advice on purchases and promoting additional products.