Marta D. Email & Phone Number

Lisboa E Região

Lisboa, Portugal

• Performing KYC due diligence when opening new accounts in compliance with Pleo’s policies and procedures to understand new customers and detect any fraud or risks associated with their businesses;• Collection of client documentation and analysis (including tax documents) and driving the whole KYC/Due Diligence procedure.• Effectively utilizing several systems (including, but not limited to, RDC - Regulatory Data Corp and Orbis Database - Bureau van Dijk) to maintain accurate data and investigate potential risks.• Performing Risk and Compliance researches and analysis (such as PEPs, Adverse Information, etc.) supported by Internal tools, as well as using public sources to provide a first risk assessment on complex files.• Performing investigation from European business and trade registries such as Companies House (UK), Handelsregister (DE), Virk (DK), Registro Mercantil (ES), CRO (IE), Infogreffe (FR), Firmenbuch (AT), KVK (NL), Registo Central do Beneficiário Efetivo (PT)• Reporting and screening of Politically-Exposed Person (PEP) and Sanctions lists• Assisting the opening of the Portuguese market while conducting and implementing a risk assessment (based on our internal risk appetite) which would align with our internal policies and with regulatory requirements• Undertaking additional requests such as supporting the department during intense and increasing workloads in order to tackle backlog as well as maintaing the level of service established internally

•Coordinating the onboarding and KYC procedure for Clients (such as Banks, Asset Manager, Funds, etc.) with all involved stakeholders, such as client, relationship manager, compliance department, other Due Diligence Teams.•Collection of client documentation and analysis (including tax documents) and driving the whole KYC/Due Diligence procedure.•Updating of the client profile and re-assessment of client risk level within the periodical and ad-hoc recertification during client life-time.•Performing Risk and Compliance researches and analysis (such as PEPs, Adverse Information, etc.) supported by Bank tools, as well as using public sources to provide a first risk assessment on complex files.•Validation of client profiles which do not require Compliance involvement.•Supporting Management to improve DDT organization and adapting procedures and set-up to enable the Bank to be compliant with international regulation and standards.•Improving constantly own knowledge and adapting work due to the departments’ priorities and needs.

• Collaborated with the Training Team to ensure the Claims operation is sufficiently educated in all necessary work types and policies.• Managing some aspects of a successful training course including content consolidation, classroom management, and overseeing real‐life implementation through practice and mentorship.• Owning education‐related projects designed to improve the knowledge and skillset of the Operations teams and the quality of the materials upon which they rely.• Collecting and analyzing feedback for training courses with a continuous improvement mindset; providing feedback and incorporating meaningful change to enhance future training for relevancy, comprehension, retention, and engagement.• Providing meaningful work‐product feedback and coaching tips to peers.

Lisboa E Região, Portugal

• Handling the designated inboxes through inbound and outbound tickets/emails,outbound calls and case work.• Initiating, investigating and resolving cases involving complex damages, liabilityclaims, potential fraud, or brand risk, verifying facts, and determining resolutionsbased on internal policies.• Working closely with stakeholders to align on case strategy.• Compiling incident reports at the direction of leadership;• Providing upward feedback, regarding the status of claims, communicatingregularly with supervisors and managers.• Crafting clear and concise resolution plans in order to drive fair and accurateoutcomes.• Effectively collaborating with and monitor third party claims administrators. •Mastering knowledge of company policies and procedures inside and out, being anexpert in claimsverification, payment processing, dispute resolution and fraud detection.•Determining compensation and validity of the claims, identifying possible claimrisks and/or liaising with other departments to de‑escalate active threads. •Maintaining high levels of confidentiality while performing investigations

Lisboa E Região, Portugal

• Provided customers with quality assistance through phone calls and emails. •Skilled in remaining calm and courteous during high pressure situations, ensuringthe prompt resolution of issues.• Showed a clear understanding of departments and their procedures, maintainingthe high standards within the brand.Worked towards call targets and KPIs supporting passengers special needs.•Reviewed client accounts and updated details of repayments and changesto contractual agreements to comply with company procedures pertaining tocustomer care.•Reconciling credit files of miles and identify discrepancies and variances

Languages, Literature And Culture, Minor In English Studies

Activities and Societies: •This course explains the curricular offer centered in the fields of International Relations, Social.

English Language And Literature, General

•Immersing in a different culture broadening adaptability with a high degree of autonomy. •Improving language and social skills.