Pankaj Dhingra Email and Phone Number

• Onboarding new to bank customers in line with AML/KYC policies.• Work on KYC customer and data remediation projects for existing customers.• Complete Complex Ongoing Customer Due Diligence for Trusts, Companies and Individuals.• Review Trusts, and complex company structure to understand Beneficial Ownership.• Liaising with Customers and stake holders via phone and email.• Lodging Suspicious and unusual Activity Report (SUAR)• Liaise with Accountants and Solicitors to explain them document requirements.• Monitoring AML/CTF alerts and completing investigations in Pega Case management system.• Handling escalations and customer complaints and providing timely resolution.

This role gave me the challenge I was looking for, not only it has developed me on a personal level but also allowed me to grow myself within the business. The KYC knowledge, skills, and experiences built during my time in this role further developed my critical thinking and analytical abilities.It involves conducting due diligence; collecting and verifying identification documents and onboarding new to bank individual, business and government entities as per AML/CTF regulatory requirements set by AUSTRAC. A big part of the role focuses on ongoing customer due diligence mitigating the risk to the bank. It also involves supporting all operational activity for Anti-Money Laundering /Counterterrorism Financing for Australia Division and supporting ANZ KYC Helpdesk in providing KYC support and guidance via phone and emails. In addition I have also gained excellent experience working on customer and data remediation projects which has been a great learning for me.

This role opened the door to a new world and equipped me with the knowledge of digital platforms including Secure mail, Live chat, Facebook, Twitter and Online enquiries. I gained invaluable experience in assisting customers on Social channels and was the first point of contact for complaints handling and early resolution. Building rapport with customers was the key to success is what I learned here.

As a Retail and Internet banking Specialist, I was assisting customers with complex internet and retail enquiries via phone and email in a fast paced environment. It also involved assisting vulnerable customers who fell victim of Internet and mobile banking fraud, I took ownership of customer inquiries and resolved them using a case management approach.

This was a great opportunity for me to step into a leadership role, leading a team of 11 phone staff and 4 admin staff. Key responsibilities included: • Coach staff on key business metrics such as AHT, transfer rates, quality and adherence. • Conduct Team meetings, one on one discussions, performance reviews, GSM and return to work discussions, improving staff engagement levels. Strive to deliver on customer charter on a monthly basis by liaising with CCRM ensuring accurate staffing levels are maintained .

This role was a great opportunity to learn all about Credit cards and Home loans providing tailored solutions to customers with their credit card and Home loan inquiries over the phone. It also involved handling complaints and escalations and resolve them, using the principals of L.E.A.P.I was also responsible for: • Consolidating and generating the monthly team survey. • Assist new team members with training and development as required. • Assist the case management team with escalations, complex credit card and Mortgage inquiries and customer call backs.

Gold Class Concept Manager • Oversee daily operations of 3 Gold class cinemas including kitchen and bar • Food ordering, wastage and stock maintenance using SAP • Prepare staff rosters in line with allocated payroll budget • Handle customer complaints on site and through call centersHands on experience in Vista(POS) system and SAP

• Oversee daily operations of the hotel and each department. • Assist departmental heads in hiring, training and performance appraisals. • Handle of guest complaints on site and through Guest relations. • Assist Front desk staff in maintaining Choice hotels and other web sites.