• Handled customer complaints and queries decisively, building relationships and reducing customer complaints by 90% through regular follow-up and strong communication. • Achieved heightened customer satisfaction, retention, and fortified bank reputation through innovative service delivery initiatives and personalized customer interactions, resulting in a 23% increase in sales revenue. • Performing Periodic Review checks, Customer Due Diligence (CDD) and High-risk reviews on existing customers and corporate entities. • Conducted transaction monitoring screening, sanctions screening, and PEP screening on customers. • Executed enhanced due diligence on customers identified as high risk, and recommended account restrictions and/or closures based on risk to the institution. • Maintaining accurate and updated records of customer information, due diligence process, and any action taken regarding suspicious activity report. This includes keeping track of compliance-related documentation for audit and regulatory purposes

• Handled customer inquiries with precision and provided accurate solutions to ensure customer satisfaction, achieving a 95% customer satisfaction rate. • Conducted KYC due diligence on new and existing customers in accordance with regulatory standards • Ensured customer retention by providing the best possible services and serving as the dedicated point of contact for these customers.