Uchechi Joshua Chiabuotu
Tallinn
Summary
Quality Driven Compliance Enthusiast eager to ensure that the company is functioning in complete compliance with all internal and international rules and regulations. I possess excellent communication skills, allowing for the cultivation of positive and mutually beneficial business relationships, while keeping strong ethics at the forefront of my goals. I bring forth a superior knowledge of compliance laws and regulations.
Overview
8
8
years of professional experience
Work History
PEP Screening Agent
Wise
06.2023 - Current
- Following operational procedures in PEP and Adverse Media alert handling, including documenting the decision rationale
- Performing analysis of potential matches against internal and external sources
- Communicating with customers with strong customer empathy when further information is required as part of our reviews
- Supporting in facilitating approval for onboarding customers as PEP from the relevant Money Laundering Reporting Officer
- Liaising with our Product team in order to refine automated screening risk methodology, reduce false positive, mitigate Adverse Media and PEP risks and improve customer experience
- Supporting on other controls within Wise's Screening team if required
- Working as a team player to deliver a great customer experience, going the extra mile where needed and sometimes contributing more broadly through side projects
- Maintaining basic understanding of Anti-Money Laundering and CFT Regulations and how these impact the business, as well as Wise products and services
Side Project (Customer Support Fraud Expert)
Wise
08.2022 - 06.2023
- Knowledge of fraud procedures and how to handle cases;
- Assisting the product team to make these procedures more efficient for customers
- Giving Onboarding fraud trainings to customer support associates, as well as the fraud refresher trainings to customer support associates and specialists
- Keeping customer support updated of changes made to fraud procedures;
- Providing feedback to customer support agents in the in cases handled and suggesting ways to improve for.
- Keeping the Fraud internal pages and processes up to date.
- Being the go-to person for agents for any fraud related questions.
- Supporting the Fraud team: Experts help fraud agents with some more delicate cases or go through their requests to see if the case could be solved without contact with the customer;
- Helping the Fraud/product teams with projects where Customer support perspective is needed;
- Monitoring the team's communication channels and
Customer Support Specialist
Wise
01.2022 - 06.2023
- Helping large volume of customers every day with positive attitude and focused on customer satisfaction.
- Providing primary customer support to internal and external customers.
- Resolving concerns with products or services to help with customer retention.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Following and adhering to internal and external SLAs and KPIs, individually and within the team level.
- Maintaining comprehensive knowledge of Customer Support processes and procedures.
Freelance Chat Moderator
Cloud Workers Limited
03.2020 - 12.2021
- Maintained online text-based conversations.
- Answered email enquiries and maintained energy and enthusiasm in fast-paced environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Identified issues, analyzed information and provided solutions to problems of users.
- Resolved problems, improved operations and provided exceptional service.
- De-escalated and addressed complaints.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Marketing Intern
Katrium OU
07.2020 - 10.2020
- Assisted with development of event strategies and tactical plans to promote accomplishment of marketing goals.
- Prepared reports detailing project updates, performance information and ongoing trends.
- Collaborated with team members to help expand marketing channels.
- Contributed to mock-ups, email campaigns and social media content.
- Responded to email and social media messages according to prescribed policies.
- Developed ads geared towards target demographics, monitoring results to improve marketing research and team campaign development.
Customer Service Representative
Xtetix Nigeria Ltd
10.2015 - 07.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Resolved enquiries and consistently met benchmarks in all areas.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Education
Bachelor of Arts - Entrepreneurship And Business Innovation
Entrepreneurship University of Applied Sciences
Tallinn, Estonia01.2023
Bachelor of Science - Economics
Abia State University
Uturu, Nigeria07.2016
Skills
- Client onboarding (KYC)
- Financial Intelligence Unit Investigator (AML/CTF)
- Risk Management
- Critical thinking and Analytical Skills
Hobbies
- Passionate about photography, mindfulness, art and nature.
- Football and Tennis lover.
- Artificial intelligence enthusiast
Timeline
PEP Screening Agent
Wise
06.2023 - Current
Side Project (Customer Support Fraud Expert)
Wise
08.2022 - 06.2023
Customer Support Specialist
Wise
01.2022 - 06.2023
Marketing Intern
Katrium OU
07.2020 - 10.2020
Freelance Chat Moderator
Cloud Workers Limited
03.2020 - 12.2021
Customer Service Representative
Xtetix Nigeria Ltd
10.2015 - 07.2019
Bachelor of Arts - Entrepreneurship And Business Innovation
Entrepreneurship University of Applied Sciences
Bachelor of Science - Economics
Abia State University
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