Michelle Guimaraes Email & Phone Number

Auckland, Nz

New Zealand

• Key contributor in the Legal, Risk and Compliance Team (LRC). • Risk assessment and mitigation. • Develop, implement, and maintain policies, procedures, and frameworks. • Drive a risk and compliance culture. • AML/CFT Subject Matter Expertise: Manage tasks related to transaction monitoring, escalations, SARs, STRs, PTRs, Customer Screening.Review and update the AML/CFT Programme, Risk Assessment, and reference documents. • Collate and review data for submission of the annual AML/CFT report to the FMA. • Serve as the key contact for AML external audits alongside the AMLCO. • Monitor compliance with NZX rules, and the FMCA (including obligations under the FSLAA); ensure regulatory and legal obligations are met. • Conduct timely breach assessments and review/escalation for AML/CFT, Privacy, and NZX rule breaches. • Report to NZX, risk committees, and boards on escalation volumes and insights. • Assist in regulatory matters for new projects and process changes; Played a key role in successfully migrating transaction monitoring and customer screening to a new system platform. • Assist the Senior Compliance Manager and Head of Legal, Risk, and Compliance in liaising with regulators and external parties. • Confidently manage business queries, liaising with Line 1 and Line 2 colleagues, and streamlining processes to deliver excellent client service while meeting obligations. • Member of the Diversity, Equity, and Inclusion Committee. • Engage with industry peers through FIU/ACAMS conferences, FIU training sessions, and relevant roundtables.

• Managed four Team Leaders and the technical capability of the CRM Team, which consisted of approximately thirty staff members. • Handled escalated issues, including serious client complaints, incidents, breaches, and high-risk queries. • Ensured process efficiencies and maintained high-quality assurance standards. • Conducted general HR administration and recruitment tasks, including onboarding, induction, training, and conduct assessments. • Implemented new processes, policies, and quality assurance checks in accordance with the Compliance Assurance Programme. • Played a key role in the CRM division, collaborating with senior managers such as the Head of Client Relations, General Counsel, Head of Compliance, Head of Risk, Head of Operations, COO, CTO, and CEO. • Conducted a Compliance Gap Analysis for the business in accordance with FAP licence requirements. • Assisted the Compliance Team during AML/CFT external audits. • Trained the team on policies related to vulnerable members and client complaints. • Contributed to several projects, including Amazon Connect migration, CRM Training schedule, Complaints Dashboard trend mapping and controls, KiwiSaver and Managed Funds Accounts Processing in Salesforce, and the launch of new fund products.

New Zealand

• Managed four staff members of the CRM Complex Withdrawals team; assisted other CRM teams with quality assurance tasks, documenting processes, and procedures. • Handled the team’s serious customer complaints and escalated high-risk issues. • Managed the technical capability of the team and established procedures for Significant Financial Hardship and Serious Illness Withdrawal Applications according to industry guidelines. • Ensured compliance with AML/CFT requirements and KiwiSaver legislation. • Conducted assurance checks on calls, emails, and withdrawal applications. • Assessed the achievement of KPIs in accordance with Generate’s Conduct and AML policies. • Assisted with test and implementation of new systems, such as Salesforce Financial Services Cloud and Amazon (AWS) Connect Services. • Proactively completed a project: Drafted, reviewed and established email templates for the CRM division to consistently communicate with clients.

Auckland, New Zealand

• Processed and onboarded KiwiSaver and Managed funds clients. • Engaged in inbound and outbound calls with clients and external stakeholders. • Responded to clients’ enquiries via email and online chat. • Handled all types of KiwiSaver and Managed Funds withdrawals. • Collaborated with the Compliance team to assist in AML/CFT monitoring. • Escalated concerns related to suspicious activities. • Identified transactions and conducted ECDD on large deposits received. • Compliance tasks: Performed quality control calls, reported on investor confirmation forms, collated new member and exit survey reports, calculated NPS, addressed feedback, issues, and complaints. • Project contributions: Implemented a new outsourced stationery order system for advisers, and provided training to staff members.

Itamonte, Brazil

• Opened business and personal accounts in accordance with AML/CFT requirements. • Assisted businesses with banking queries. • Monitored portfolios and assisted with sales of banking products, such as loans, finance, insurance, and managed investment funds. • Engaged in outbound and inbound calls with clients and stakeholders. • Trained colleagues on the newly released CRM platform. • Cultivated long-lasting relationships with clients, always focusing on achieving customer satisfaction. • Received an award in 2013 for being the Best seller of Insurance policies. • Served as the President of the branch’s Communication and Self-Development Team in 2016.

Lavras, Brazil

• Intern in the largest public company in Technical Assistance and Rural Extension sector in Brazil.• Collected and compiled price data of agricultural products for analysis.• Contacted companies and farmers to assist in the measurement of results and subsequent assistance to those farmers.

Lavras, Brazil

• Volunteer Marketing Director in a junior consulting company located at the university campus.• Managed the Marketing team and developed marketing strategic plans.• Provided a market research project for a business.• Engaged with the National Junior Enterprise Movement events.• Organised academic events at the University.• Member of the Events Department.• Published business articles in a local newspaper.• Provided interviews to TV channels to advertise the firm.

Nz Anti Money Laundering Compliance Officer (Nzamlco), Massey University | Maxima Aml/Cft Micro-Credit Certificate

Research-based course focused on the Anti Money Laundering/Countering Financing of Terrorism (AML/CFT) Act, tailored to NZ's legislative.

Compliance Officer Course (Level 5), Compliance

Level 5 Nz Certificate In Financial Services (Investment), Nzcfs Investment Adviser

Core and Investment strand completed.

Diploma, Management

Master Of Business Administration (Mba) With Distinction, Competitive Management And Business Intelligence, Overall Gpa Score: 9.6

MBA with an emphasis on Strategic business management, addressing areas related to Economics, Costs, Finance, Communication and Marketing.

Bachelor'S Degree With Distinction, Business Management, Overall Gpa Score: 8.4

- Sustainable Entrepreneurship Course in partnership with Northern Michigan University, USA. - Volunteer Consultant and Director.