Simon Jack Email & Phone Number

Australia

Sydney, New South Wales, Australia

Edinburgh, United Kingdom

• Managing the PEPs & Sanctions screening process
• Reviewing regulations (such as Wire Transfer Regulations) and implementing necessary changes to processes in order to ensure business-wide compliance
• Creating and implementing an internal watchlist based on fraud reports and off-boarded clients
• Screening clients, employees, partners and suppliers against adverse media, fitness & probity, warnings, PEPs and Sanctions lists to protect the business from high risk exposure and punitive financial punishments
• Training and managing fellow team-members in the PEPs & Sanctions roles, processes and regulations
• Liaising with external partners to ensure their PEPs and Sanctions screening met regulatory requirements, and assisting them with improving their ongoing procedures.

Edinburgh, United Kingdom

• Meeting first-response and resolution SLAs
• Creating and managing the feature request process for Customer Support
• Assisting with onboarding of clients in the absence of Compliance team members
• Creating SARs based upon fraudulent activity on Modulr accounts
• Liaising with multiple stakeholders, both external and internal to Modulr, to ensure swift resolutions to customer-facing issues and internal roadblocks
• Training new starters and instigating processes for continual learning within the Customer Support Team

London, United Kingdom

• Running the inbound HelpDesk line, with a team of up to 6 Consultants assigned to me
• Acted as the point of escalation for customer complaints
• Liaising with Sales Operations executive to identify recurring issues
• Establishing KPIs and daily objectives for agents who had previously been un-monitored
• Quality-checking agents’ calls
• Identifying and reporting safeguarding issues

Sydney, Australia

• Running the inbound HelpDesk line, with a team of up to 10 Consultants assigned to me
• Reduced lost calls from 18% down to 2-3%
• Creating rosters and approving leave
• Providing ongoing training to new and experienced consultants
• Providing product support to other teams within LEAP
• Creating onboarding structures for new starters

Sydney, Australia

• Liaising with clients to resolve their issues using the LEAP software
• Assisting with queue maintenance using Salesforce CRM software
• Training new employees on using the software and taking/closing cases
• Utilising extensive knowledge of technical troubleshooting methods for in-depth investigations
• Effectively communicating with clients to resolve issues over the phone
• Pacifying irate clients who are dissatisfied with wait times and ensuring clients continue to value the software

Bath, United Kingdom

Westbury, United Kingdom