Michael Kan Email & Phone Number

Manchester, United Kingdom

Responsible in handling complex and regulated PPI/PBA complaints, responding, both verbally and in writing direct to customers on behalf of PPI/PBA Operations, the Executive Team, FOS, 3rd parties and Press Office.Co-ordinating, collating and communicating information to customers, the executive team, FOS, 3rd parties, Press Office both verbally and in.

Stockport, United Kingdom

Carrying out a wide range of analysis, assessment work and provide a decision which is reflective of the Banks policy, calculate redress and providing outcome in writing to the customer for PPI/PBA complaints and PPI/PBA past business review, ensuring a customer focused, efficient resolution.Utilising Bank policy and guidance to undertake detailed.

Manchester, United Kingdom

• I worked within the Financial Crime division of the bank, on-boarding new clients, remediating and refreshing existing corporate bank clients.
• Perform Enhanced Due Diligence (EDD) investigations on high risk corporate customers, gathering information such as nature of business, transactional analysis, associated parties, proof of regulation, jurisdiction of.
• Carry out Customer Due Diligence (CDD) investigations through periodic reviews.
• Keeping up to date with industry changes through relevant bodies to maintain compliance involving fraud protection guidelines; JMLSG, FCA, OFAC and NCA.
• Investigating trigger events identified on corporate customer accounts; Limited Companies, Listed & Regulated Entities, Charities, Trusts, CICs and conducting Enhanced Due Diligence where necessary.
• Retrieving and verifying KYC documentation, ensuring that all documentation meets the required standards and regulations.

Manchester, United Kingdom

• I worked on an AML De-risking and Remediation Project that involved Investigating and Quality Controlling in identifying potential Commercial and Retail Bank Customers who were Politically Exposed Person (PEP), Special.
• Quality Control of customer screening investigations worked by analysts ensuring accurate quality were met whilst adhering to the banks control standards and legislation.
• Providing effective constructive feedback to analysts, promoting best practice, delivering training and process improvements when required.
• Assessing areas of improvement in processes and working documents to make workflow faster and more efficient for analysts.
• Provided case tracking using Excel and trend analysis reports using MI data sets on daily basis.
• Liaising with Nominated Officer and 2nd Line when escalating potential matches of screened PEP's, SIP's, RCA's and Sanctioned Individuals against HMT, OFAC and Dow Jones lists but also exit them where necessary if they.

Stockport, United Kingdom

• I worked within a busy customer contact centre ensuring delivery of excellent customer service to commercial customers. Also continuously building outstanding relationship with new and existing customers through.
• Built and maintained good rapport with commercial customers demonstrated by excellent customer engagement scores and customer feedback.
• Regularly co-operating with Relationship Managers to resolve more complex queries regarding corporate bank accounts.
• Processing applications, carrying out on-boarding KYC checks and due diligence checks involving CDD & EDD of corporate customers.
• Maintained a high level of compliance and competency with monitored calls by following banking scripts and banking regulations in accordance to bank control standards when on-boarding customers.
• Assigning risk rating to on-boarded corporate customers using scorecard application ensuring correct risk has been applied.

Stockport, United Kingdom

• I worked within a busy customer contact centre ensuring delivery of excellent customer service to personal customers involving customer satisfaction, customer needs and complaint handling. Also identifying any sales.
• Provided first line support for retail customers such as account administration and complaint handling.
• Developed and built rapport with customers to provide them with relevant bank products to fit their personal needs.
• Responsible within my team for updates on progress of performance related targets and team incentives resulting in improvements to team performance.
• Constantly managed my time effectively working under pressure whilst maintaining SLA's on a daily basis.
• Took ownership dealing with all types of customer queries through resolution and keeping the customer informed by through telephone or letter.

Wilmslow, United Kingdom & Stockport, United Kingdom

• I worked in a thriving retail store in providing excellent customer service to customers involving customer satisfaction and complaints. Also demonstrating outstanding accuracy with stock management and effective.
• Built rapport with customers to assist them in finding the right products and to maintain high customer satisfaction.
• Worked in a high pressured working environment to meet company standards of speed of service to customers.
• Consistently applied high level of numeracy and accuracy whilst monitoring stock levels within stores computer based systems.
• Led teams in redesigning the store's stockroom to fit catalogue products during seasonal catalogue changes.
• Provided point of contact for customer's queries and complaints.

Bachelor Of Science (Bsc), Computer Software Engineering

Education record

• 3 A-Levels: History (AQA), ICT (AQA) and Business Studies (OCR) [Grades ranging B - C]

Education record

• 7 GCSE's, Secondary Education and Teaching: Art, Science, German, English Literature, History, Maths, English Language [Grades ranging A.