Jo Brown Email & Phone Number

Leeds, England, United Kingdom

AML Officer• Handling the AML checks for customers, completing applications and working closely with 25 sales staff.• Reviewing and correcting applications, and regularly keeping up to date with AML policies and procedures.• Adhering to changes and industry best practices as well as guidelines and policies, boosting safety levels.• Carrying out regular training sessions for staff on AML regulations, red flags and internal procedures.• Managing the Client Onboarding and Know Your Customer (KYC) process during client onboarding.• Cooperating with internal departments including legal, risk and compliance, ensuring AML compliance.• Undertaking additional duties such as assessing data, reporting, producing reports on AML compliance, providing insights for continuous improvement, and reducing end to end journey from 7 to 10 days.

Leeds, England, United Kingdom

Associate Relationship Manager• Delivered high quality support to customers to ensure their deposit needs were correct, meeting KPIs.• Communicated with clients for new and existing maturing deposits, contributing to business requirements.• Built strong relationships with managers by booking appointments and providing agendas for clients.• Facilitated different channels including online, branch network and telephone departments, attaining goals.• Sold new opportunities to clients to help support their business needs; used insights from contact planner.• Cooperated with the team and wider RST to strengthen client relationships, overachieving objectives.• Executed other tasks including delivering excellent customer service, minimising risk, following all guidelines and policies, and adhering to risk metrics including GDPR, deposits and informed choices.

Leeds, England, United Kingdom

• Oversaw the management of a team with 15 FTE, closing employees’ skill gaps and attaining team KPIs.• Reviewed team performance, exceeded standard expectations and identified new business opportunities.• Enhanced performance with effective coaching, delivering motivating sessions and increasing productivity.• Integrated new policies and processes as well as initiatives within the team, boosting quality standard levels.• Complied with all legislative and regulatory requirements at all times, which resulted in minimised risk.• Evaluated policies and procedures related to attendance, disciplinary and performance management.• Organised work streams at a departmental level to contribute towards the wider business objectives.

Accountabilities:• Providing excellent customer service to our customers and ensuring excellent customer outcomes are achieved.• Servicing accounts and providing technical advice on queries relating to online banking; whilst giving excellent customer service.• Providing guidance on other banking queries to help customer experience.• Proactively drive my performance and personal development.• Ensure all business was conducted within the risk and regulatory guidelines set.