I manage a diverse portfolio of accounts, including homeowners, social tenures, former tenant arrears, and commercial/market tenures. My primary focus is on delivering outstanding customer service across all interactions and achieving individual KPIs to contribute to our organization’s arrears targets. I am adept at handling high-volume customer contacts through various channels, providing tailored information, advice, and solutions to customers facing arrears, while considering their unique circumstances.Key Responsibilities:- Oversee a wide range of accounts, from homeowner arrears to commercial tenures, and handle them in line with organizational policies and FCA guidelines.- Collaborate with cross-functional teams (such as Housing, Social Impact, and Legal) and external agencies (like Local Authorities and the Department of Work and Pensions) to resolve complex cases and support sustained tenancies.- Proactively manage arrears through a combination of legal tools, benefit support, and affordable payment arrangements, while working to minimize debt before tenancies end.- Build and maintain productive relationships with third-party collection agencies and mortgage lenders to optimize income collection and ensure compliance with FCA regulations.- Demonstrate professionalism, integrity, due diligence and friendliness in every customer interaction, providing empathetic, patient, and solutions-oriented support.Skills:- Strong communicator with excellent negotiation and influencing skills, capable of navigating challenging conversations with empathy and resilience.- Proficient in organizing high-volume workloads, with a focus on achieving results and delivering top-notch customer service.- Skilled in building collaborative relationships both internally and with external stakeholders, adapting to evolving work demands to meet key targets

 Conducting periodic risk assessments and recommending appropriate remedial measures as required.  Providing product’s regulatory advice to the business through regular and ad hoc regulatory gap analysis review of existing products. Participating in compliance related projects as directed by the Chief Compliance Officer and working closely with project stakeholders to ensure compliance project requirements are delivered in a timely fashion. Horizon scanning to facilitate submitting regular updates to the business about regulatory updates, and carry out detailed assessment of impact to the business, and collaborating with relevant units to ensure implementation.. Reviewing and advising on escalated compliance enquiries.  Preparing and submitting all relevant regulatory filings. Assisting in the preparation and delivering of compliance trainings. Carry out audit reviews on reports from regulatory audits. Ensuring up to date record keeping and archiving. Identifying suspicious activities and filing the necessary reports. Assisting in the preparation and collection of Risk and Compliance Management Information. Maintaining meticulous and comprehensive records of AML/CTF-related activities, investigations, and decisions, ensuring the orderly organization and accessibility of documentation for internal and external audits. Supporting in the completion of the annual MLRO report and the annual Anti-Money Laundering Risk Assessment. APP fraud investigation, report and recommendation Efficiently screening transactions against sanction list and IWL to prevent and monitor AML False positive review, analyses and screening.

 Complaints resolution Answer phone, email, and face-to-face customer enquiries Direct customers to online resources Payments and collections process review and monitoring Create and maintain reports on customer interactions Attend weekly team meetings Update customer records in our system, including notes about conversations and outcomes Present ideas for improving customer experience Participate in team-building activities Develop customer rapport Make recommendations to managers to improve customer experience Customer escalations resolution expert Customer call enquiries and requests processing Tracking and closing out all customer requests and enquiries. Champion collecting and analyzing AML/KYC-related documents from the clients and on boarding the accounts in cooperation with the compliance team. Coordinate the required KYC screening, and corroborate and validate information provided by and obtained on the client, as required by the KYC procedures. Horizon scanning and sanction screening of potential customers prior to on boarding. Update job knowledge by participating in educational opportunities. Obtain and review the appropriate documentation and reference data and ensured AML & KYC regulatory aspects were completed before on boarding customers.

 KYC (Know your customer), CPF (Combating proliferation financing), Sanction screening, AML/CTF (Anti-money Laundering / Combating Terrorist Financing policies review implementation and monitoring. Periodic audit and review of bank branches subsidiary banks in other countries in Africa and United Kingdom. Conduct quarterly compliance training on KYC, CPF, Sanction screening, AML/CTF bank wide. Analyze complex data, alerts, and suspicious activity reports and cases to deliver critical regulatory reports and reporting decisions in line with KYC/AML requirements. Financial crime monitoring and reporting.  Suspicious activity review and reporting Ensure compliance to regulatory and ethical standards across all units under purview. Transaction monitoring in line with international best practice globally covering Africa, Europe including the United Kingdom. Horizon scanning to ensure organization is up to date with regulations and global trends. APP fraud investigation, report and recommendation Customer due diligence and enhanced due diligence review and monitoring Risk assessment review and monitoring Fraud detection, prevention and monitoring for customer payments. Integrity due diligence and sanction screening for on boarding corporate and individual clients Transaction screening against sanction list and IWL to prevent and monitor AML Monitoring and detection of transaction related to any crime and escalating appropriately. Responding to queries with respect to specific requests with other units and regulators Consistent review and monitoring reports with a view to identify and improve policies and processes Consistent review through sample request for quality of performance of due diligence process Oversee implementation of corrective actions and monitored response to identified issues and audits. Review and assess the AML and reputational risk associated with new and existing customers.

-  Supervise, hire, and train employees Manage quality assurance and quality assurance programs Strategize process improvements Works closely with management team to ensure all operational, administrative, and compliance functions and policies are executed in line with the firm policies and international best practice. Developing and implementing operational policies and procedures to ensure efficient and effective operations. Monitor, assess and improve customer experience bank wide Expense control and management Planning and budgetary monitoring Review and resolve customer complaint and escalations Ensure customer service and relationship team compliance to local and international customer onboarding process. Manage customer concerns with the objective of maintaining positive customer relationships. Document customer interactions when necessary, compiling documents and forwarding information to interested parties. Oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints Update job knowledge by participating in educational opportunities

 Planning and leading the delivery of the Customer Experience work stream Identifying and developing the data and information sources and analytical products which will improve customer experience. Identifying customer needs and taking proactive steps to maintain positive experience. Responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications. Analyzing customer feedback on product ranges and new releases, as well as preparing reports. Developing and embedding a range of Customer Experience work stream performance indicators and ensuring that demonstrable improvements are achieved. Analyzing customer feedback and data to identify improvement opportunities Collaborating with cross-functional teams to enhance customer satisfaction Document customer interactions when necessary, compiling documents and forwarding information to interested parties Explain simply and clearly in response to customer questions and check for customer understanding and acceptance Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits Assist clients by demonstrating the use of goods and programs and answering any questions they may have Participate in training opportunities provided by the organization or by outside entities Establish and maintain good rapport with customers by using positive language and anticipating their needs Update job knowledge by participating in educational opportunities

 Accurate and timely administration/completion of the vault processes in line with company policies and procedures. Ensure a high quality of service is consistently maintained, with optimum efficiency and ensuring traceability of cash and related items entering, and leaving the vault department. Manage the relationship between the Vault and Cash management departments in particular and liaise internally with other branch staff and departments, also with other commercial banks branches to achieve and maintain an effective and efficient vault operation. Responsible for managing the flow of money into and out of a company Recording and monitoring cash flows, evaluating the payables accounts to ensure accuracy, and reviewing reports on cash inflows and outflows Manage teller staff, including hiring, training, and scheduling. - 100% ATM uptime. - First level ATM repair and maintenance. -Cash monitoring , review and replenishment for cash tellers and ATMs

 Manage customers’ accounts Answer phone, email, and face-to-face customer enquiries Direct customers to online resources Create and maintain reports on customer interactions Attend weekly team meetings Update customer records in our system, including notes about conversations and outcomes Present ideas for improving customer care Participate in team-building activities Develop customer rapport Encourage customers to complete satisfaction surveys Make recommendations to managers to improve customer experience Record details of inquiries, comments and details of action taken Customer escalations resolution expert Tracking and closing out all customer requests and enquiries. Coordinate the on boarding process and worked on new hiring procedures to increase efficiency and reduce unnecessary expenses. Facilitate the development, due diligence, and approval of the electronic Know Your Client (KYC) record and any supporting documents by working with the Relationship Management and other Compliance teams.  Obtain and review the appropriate documentation and reference data and ensured AML & KYC regulatory aspects were completed before opening accounts. Maintain customer relationship by responding to inquiries; documenting actions. Prepare for customer inquiries by studying products, services, and customer service processes. Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer understands of information and answer. Record customer inquiries by documenting inquiry and response in customers’ accounts. Update job knowledge by participating in educational opportunities.