Andre Xuereb Email & Phone Number

Malta

- Provided outstanding customer service by promptly addressing customer needs- Managed and reviewed the bank's lending portfolio, ensuring effective monitoring and control- Prepared facility letters and security documents, ensuring timely provision and perfection of security- Monitored loan payments and ensured adherence to facility letter conditions- Coordinated with notaries and legal advisors for pre-deed and post-deed formalities- Compiled reports, statistics, and ad hoc reports related to lending facilities- Conducted compliance and credit due diligence checks- Processed and monitored loan disbursements, including vetting supporting documentation- Maintained strict compliance with internal risk policies, regulatory requirements, and procedures

Malta

- Supervised a team of 28 agents and analysts, together with another 2 team leads- Actively engaging in the team's performance management and monthly one-to-one meetings- Monitored daily productivity and efficiency to achieve SLAs and team targets- Participated in interview stages and recruitment, bringing on board 11 new agents- Maintained and created reports and dashboards in Salesforce- Updated procedures in response to license changes- Managed leave requests, team schedules, and workload distribution

Malta

- Led a team of 14 agents together with another team leader, actively involved in performance management and coaching- Oversaw all team and operational activities and providing regular reporting to senior management- Managed complex and unresolved fraud-related escalations from the P&F team, and reporting on irregular and suspicious patterns- Conducted analysis, design, development, and testing of various reporting structures- Served as a key liaison for Customer Service (CS), Anti-Money Laundering (AML), Responsible Gambling (RG), and various other departments- Maintained up-to-date JIRA projects with necessary action points and updates

Malta

- Led a team of 14 agents together with another team leader, actively involved in performance management and coaching- Oversaw all team and operational activities and providing regular reporting to senior management- Managed complex and unresolved fraud-related escalations from the P&F team, and reporting on irregular and suspicious patterns- Conducted analysis, design, development, and testing of various reporting structures- Served as a key liaison for Customer Service (CS), Anti-Money Laundering (AML), Responsible Gambling (RG), and various other departments

Malta

- Prioritised the delivery of a high-quality client experience by monitoring, reviewing, approving and processing player withdrawals- Executed customer due diligence and necessary KYC processes- Liaised with game providers upon detection of fraud, such as chip dumping, collusion or suspicious patterns- Conducted investigations into chargeback cases and disputes involving various payment providers- Consulted with customer support on behalf of the Risk & Fraud Team during customer related queries

Malta

- Monitor, review, approve and process player withdrawals via different payment methods - Investigate accounts delivered to fraud queues in Admin Tools and proactively monitor customers' accounts for possible fraudulent activity. - Perform due diligence on customers and request the relevant KYC documents - Identify bonus abuse and analyse any current fraud trends - Liaise with internal departments, relevant banks and payment processors to mitigate any financial losses - Detect and conduct investigations regarding casino gameplay for chip dumping, collusion or patterns with game providers. - Assist customer support in handling customer queries relating to Payments or Fraud

Valletta, Malta.

- Performed transaction monitoring through payment filtering systems- Vetted invoices and other transaction supporting documentation- Performed KYC checks on new clients, and conduct reviews on existent clients- Assisted the MLRO in addressing compliance issues and coordinating investigations with the relevant authorities- Compiled investigation reports, findings, and action plans- Conducted testing on compliance-related software updates- Ongoing learning and adherence of departmental policies and procedures in conjunction with AML/CTF proficiency

St. Julians, Malta

- Similar duties to those at Mediterranean Bank

St. Julians, Malta

- Processed and inputted/uploaded inward and outward payments- Handled processing of incoming deposits, bank drafts, and reconciliation of Swift payments- Addressed customer and bank queries- Conducted testing for ongoing improvements in current systems

Certificate In Igaming Marketing And Operations, Gambling And Casino

Introduction To Igaming + Customer Analytics, Gambling And Casino

Professional Diploma In Digital Marketing, Digital Marketing

- Introduction to Digital Marketing - Search Engine Marketing - Pay Per Click - Display Marketing - Email Marketing - Social Media.