Neha Mittal
Sydney,NSW
Summary
Highly motivated employee with 10+ years of experience in banking, specializing in insurance, retail home lending, and financial crime operations. Demonstrated expertise in AML/CTF Program, Risk, and Standards compliance at CommBank. Exceptional interpersonal skills and strong work ethic.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Financial Crime Operations Analyst
RACO Commonwealth Bank
01.2022 - Current
- Responsible for delivery of Remediation activity for our non-individual customers and ensuring the output is compliant with the AML/CTF Program and Standards.
- Ensure that Applicable Customer Identification Procedures (ACIP) are completed for individual and non-individual entities to ensure profile is compliant to meet regulatory requirements in line with AML/CTF program and standards
- Complete KYC reviews for all risk ratings: Low, medium and high to include Enhanced Customer Due Diligence (ECDD)
- Remediation around Know Your Customer (KYC) requirements to ensure CBA has up to date customer information
- The calls and emails are structured around verifying and updating CBA core systems to ensure we are compliant with its Anti Money Laundering/Counter Terrorism Financing Program & Standards.
- Ensure compliance with the financial crime application system reporting SLA requirements - Proactively escalate suspected Anti-Money Laundering/Counter Terrorism Financing (AML/CTF) incidents (including high-risk alerts and cases) to management within required SLA's (to enable further investigation/due diligence and reporting to AUSTRAC where required)
- Identify and share Money Laundering, Terrorism Finance and Fraud intelligence, trends, risk and techniques
- Escalate all identified compliance/process issues and concerns to Financial Crime Operations management in a timely manner.
RHLO Associate
Commonwealth Bank
01.2021 - 01.2022
- Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints, and issues
- Meet service standards and productivity targets and Identifying opportunities to improve the processes within your team or work area
- Undertaking investigations in respect to customer requests and/or as a result of transactional or exception-based issues
- Processing applications within agreed turnaround times and consistent accuracy in a high-volume environment while maintaining the KYC & AML standards and practicing prudent risk management by identifying and responding to business risks
- Using The Banks systems to record, retrieve and check details; PEGA
- Liaise with brokers, valuers and lending managers to complete loan applications and undertake any other tasks assigned by my manager that you have the capability to perform safely in line with relevant internal Bank policies and external regulatory requirements.
GLS- Customer Service Specialist
Commonwealth Bank
11.2020 - 01.2021
- In this secondment role, I was working as part of the Group Operations Rapid response team in the Home Loan Construction Set-up team where I processed the documents like Building loan, Council Approvals, building plans & Insurance for the new home & land package deals
- Providing superior levels of internal and external customer service by responding to and managing customer and stakeholder enquiries, complaints and issues
- Meet service standards and productivity targets
- Identifying opportunities to improve the processes within your team or work area
- Undertake any other tasks assigned by your manager that you have the capability to perform safely in line with relevant internal Bank policies and external regulatory requirements.
Home Loan Doc Fulfillment Specialist
Commonwealth Bank
09.2020 - 11.2020
- In this secondment role, I am working as part of the Group Operations Rapid response team in the home loan deal preparation space to help with the reviewing, verification and quality checking home loan applications as well as indexing, de-duping, and splitting the related
- To drive accountabilities including reviewing home loan applications and customer documents
- Completing document sufficiency for applications and verifications, raising relevant exceptions to brokers (3rd party) using Commsee Home Loan
- Ensuring quality checks are completed as per SOPs and mandatory checklists
- Confirming necessary documentation has been provided by the Brokers across the RHLO value chain
- Ensuring that the documents are re-indexed, removing duplicates and splitting the documents as required
- Maintaining up-to-date data regarding the processing of applications in a central location
- Providing superior levels of internal and external customer service by responding to, managing and resolving customer and stakeholder enquiries, complaints and issues
- Applying sound risk management practices by identifying and responding to business risks.
Sales & Service Specialist
Comminsure
02.2014 - 09.2020
- Providing accurate information in an efficient & customer focused manner
- Demonstrated knowledge of the application of relevant statutory provisions in the effective management of recovery claims, including General Insurance Code of Practice, Insurance Contracts Act and ACCC guidelines
- Establishing new policies & updating existing policies within agreed delegated levels of authority
- Adhere to compliance standards within legislative and operational guidelines
- Successfully resolving enquiries within your delegations and referring the customer to alternative channels where appropriate
- Building strong relationships with customers, demonstrating your ability to provide engaging and specific servicing dependent on their situation and correctly identify their requirements in order to drive a positive outcome
- Participation in training & development activities which also includes planning activities with the Team Manager
- Investigating, analysis and escalation of complaints or operational issues where appropriate, also my manager delegated me for any escalation before it escalated to Customer Resolution Team
- Develop strong relationships, both internally and externally, to optimise new transaction banking opportunities with both new and existing clients
- Deliver timely, professional, and innovative financial solutions in support of business objectives and client needs
- Follow agreed Q&A compliance guidelines as well as guidelines as per any and all agency agreements
- In the absence of my manager conducting Huddles, Team meeting and coaches the team.
Energy Consultant
Origin Energy
Adelaide, Australia
01.2011 - 03.2012
Front of House (Supervisor)
Oporto
Adelaide, Australia
06.2010 - 01.2011
Administration Officer
HBD Services Limited
Lakemba, NSW
07.2008 - 06.2010
Assistant Manager (Learning & Development)
Taj Mahal Hotel
New Delhi, India
06.2006 - 10.2007
Management Trainee
IHCL- Taj Group of Hotels
, India
06.2005 - 06.2006
Education
TMTP (Taj Management Training Programme) -
Taj Management Training Programme comparable to an MBA in hospitality that moulds young budding hotel professionals into future business managers.
06.2006
Bachelor in Hospitality and Hotel Administration -
Institute of Hotel Management, Shimla (India)
05.2005
Skills
- Financial Crime Investigation & prevention
- Financial crime compliance
- Risk management
- KYC
- AML/CTF sanctions
- Analytical skills
- Investigations skill
- Leadership skill
- Exceptional written communication skills
- Verbal communication skills
- Interpersonal communication skills
Accomplishments
Finalist for the ‘Professional of the year 2019- Australian Service Excellence Awards organised by CSIA - Customer Service Institute of Australia).
Awarded as “Inspirational Women of the year 2019” on International Women’s Day by RBS Advice and Insurance.
Certification
- Pursuing Credential of Financial Crime Investigation and Compliance from Griffith University by CBA started Aug 2023.
Timeline
Financial Crime Operations Analyst
RACO Commonwealth Bank
01.2022 - Current
RHLO Associate
Commonwealth Bank
01.2021 - 01.2022
GLS- Customer Service Specialist
Commonwealth Bank
11.2020 - 01.2021
Home Loan Doc Fulfillment Specialist
Commonwealth Bank
09.2020 - 11.2020
Sales & Service Specialist
Comminsure
02.2014 - 09.2020
Energy Consultant
Origin Energy
01.2011 - 03.2012
Front of House (Supervisor)
Oporto
06.2010 - 01.2011
Administration Officer
HBD Services Limited
07.2008 - 06.2010
Assistant Manager (Learning & Development)
Taj Mahal Hotel
06.2006 - 10.2007
Management Trainee
IHCL- Taj Group of Hotels
06.2005 - 06.2006
TMTP (Taj Management Training Programme) -
Taj Management Training Programme comparable to an MBA in hospitality that moulds young budding hotel professionals into future business managers.
Bachelor in Hospitality and Hotel Administration -
Institute of Hotel Management, Shimla (India)
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