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.

• 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.

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.

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.

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.

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.

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 of.