Tawanda Watson Chibanda
Citi Bank
Warsaw,Poland
4
years of professional experience
A Computer Engineering Graduate with a variety of professional experiences. Customer & Sales focused expert; with more than 3.5 years of experience in Customer service and Antimoney laundering. An enthusiastic, passionate and dedicated individual who is continuously learning.
Work History
Customer Service Representative
1 Year 2 Months- Customer Service Representative: Communicated with clients via phone, chat, and/or email Collaborated with customer service managers to achieve good customer service Meticulously documented customer interactions, comments, and complaints. Established trust with customers through transparent communication, providing honest assessments of situations and setting realistic expectations for resolution timelines.
Customer Service & Anti Money Laundering
8 Months- Validated the information within KYC records and Customer Identification Program, (CIP) documents to ensure completion and accuracy. Communicating with customers to request additional information to request additional or clarification as needed. Investigating clients who match against Sanctions and Watchlist during onboarding processed for trading accounts. We closed accounts for those that would have been suspected to be doing Money laundering and transferring their money to their other accounts.
Customer Service Representative and Mentor
1 Year 4 Months- I support clients by answering questions, solving problems and handling orders through emails and chats. I read about customer problems and suggest solutions, for example I can provide discounts to customers if necessary when I receive complaints about any of our products. At Foundever I help customers troubleshoot technical issues on some products, instruct them on how to operate some programs and devices. As a mentor I provide support and trainings to onboarding employees throughout their training period and for a few weeks after training.
KYC Analyst SSA(Modification and Periodic Review)
1 Year 10 Months- I work in the KYC SSA Modification and Periodic Review team we review clients documents from time to time and update any neceesary changes. We reachout to clients requesting for more information and review if they are High, Medium or Low risk clients as we will be looking out for any malicious activities which may promote Money Laundering. We also drill down clients and understand more about their sources of income if they are legit or not as well as flagging them if its posible. I Analyze transaction patterns and behaviors for signs of suspicious activity, escalating findings to compliance officers or relevant authorities as necessary.
Education
Bachelors - Computer Engineering and Anti-money laundering
Skills
IT skills
Customer Service and Anti-money laundering.
Programming Languages: C#
SQL
HTML
JavaScript
Java Microsoft Office Including; Excel
SQL Server Integrated Development Environments
Thorough understanding of client onboarding practises on trading platforms and regulations pertaining to AML & KYC
Windows Technical Support Sales Expertise
Analysing customers' financial records and behaviour patterns for any suspicious activities or red flags before approving trading accounts.
LANGUAGES
English
Timeline
KYC Analyst SSA(Modification and Periodic Review)
Citi Bank
01.2025 - CurrentRead More
Customer Service Representative and Mentor
Foundever
09.2023 - 01.2025Read More
Customer Service & Anti Money Laundering
Natwest Group
11.2022 - 07.2023Read More
Customer Service Representative
Foundever
08.2021 - 10.2022Read More
Vistula University
Bachelors from Computer Engineering and Anti-money laundering
Read More
INTERESTS
Playing Sport — I play soccer, cricket, atheletics and rugby., Producer — I enjoy making new music and publishing it., Travelling — I enjoy travelling across the globe.