JOELLE ISKANDAR

· Establish policies and procedures to governor clients deposits, withdraws, refunds and ensure to comply with the company AML policy and high-quality risk management in operations.

· Manage deposits processing, withdrawals and refunds across all available payment and banking methods ensuring compliance with the company’s anti-money laundering procedures.

· Identify potentially unusual, suspicious or fraudulent transactions and refer these to the Compliance department.

· Managing various daily/weekly/monthly reports, related to clients’ funds and balances and other metrics.

· Always verify that newly added and existing PSP’s and their onboarding are in place; and ensure that the operation of the PSP’s is according to our Service Level Agreement.

Account opening – Client onboarding

· Ensure compliance with the KYC requirements AML / KYC policies by providing regular updates, detailed explanation and regular training and working closely with the Compliance Team.

· Regularly review, maintain, and update business line client on-boarding documentation, policies, and procedures to ensure seamless correlation with AML and other onboarding policies established by the Compliance Team.

· Actively participate in developing, testing, and implementing new or enhanced onboarding processes and other process improvement initiatives as required.

· Establish and maintain effective relationships with support, conversion team and the Compliance Team on complex, long-term projects that advance the onboarding experience.

· Work with Compliance Team to ensure procedures are up to date, negotiating where possible to ensure the client experience is prioritized while adhering to regulatory requirements. And to provide training and guidance to staff on client onboarding procedures.

Customer Support:

· Work closely with the management team to align customer service department policies and systems with the company’s objectives.

· Develop and implement procedures to the effective and efficient running of the Customer Service Department.

Manage process & performance measures:

· Ensuring clarity around priorities and goals for the function, working with managers to ensure the goals cascade to all employees.

· Identify lapses and conduct training on the job to equip staff with knowledge of developing trends to build a highly skilled department.

· Handle issues to quality control, investigate complaints, and ensure the highest levels of resolutions are provided when customers experience any payments issues.

· Guide, inspire and motivate a few Team Members and Team Leaders to ensure operational excellence, high employee engagement and service improvement is achieved.

· Manage the team responsible for customer facing transactions issues and incident management to ensure the timely and effective resolution of all issues.

• Daily and Monthly reporting/ analysis - Monitoring the activity and reports of daily transactions of all entities (CMA, FCA, DIFC, CYSEC, Labuan FSA and Mauritius FSC) - Identify changes in the capital markets and provide inputs to product management - Research back-office solutions and industry best practices and developments
• Managing Groups/Fee Groups –MAM Accounts – Customize account settings to meet client trading needs
• Back-office functions including settlements, clearances, record maintenance, reporting, regulatory compliance, and accounting
• Supporting live clients customize their trading accounts’ settings, providing incoming/outgoing payments follow up and references
• Liaising with clients regarding transaction settlements, as and when required - Troubleshooting system problems - Act as an interface with other divisions of the institution- Training team and other divisions' members - Ensure client protection rules are adhered to

• Futures merchant account reporting, Phoenix platform - Processing and activating new accounts - Posting deposits - Processing transactions; withdrawals and transfers - KYC and compliance procedures as per BDL rules and regulations - Running processes to clear and settle transactions - Reconciling systems - Operations control - Daily and monthly management reports - Monitoring the activity and reports of daily transactions

• Beirut
• Product Extent: Oracle JDEdwards EnterpriseOne - Software development - Report Customization Product Extent: Microsoft Dynamics CRM: Configuration and customization.