NAJMUL HANNAN
Dubai,DU
Summary
I am a seasoned professional with over 8+ years of enriched industry experience in the Financial Services, Risk Management, Charge cards and Sales domain. I have had exposure to all aspects of the Banking industry including auditing, training, delivery, coaching and feedback, compliance monitoring and performance management. My training experience has been across both new hire/stand up class room training and BAU floor support and encompasses the entire gamut including process training, compliance monitoring and CSAT project. Detail-oriented, executing Know Your Customer activities focusing on client onboarding and exceptions in line with regulatory standards and jurisdictions.
Overview
14
14
years of professional experience
Work History
Fraud Specialist IV - Centralized Controls Team
JP Morgan & Chase Services India Pvt. Ltd.
07.2016 - Current
- Currently working on a CSAT Project to improve the CSAT scores for Bangalore and Mumbai sites, which includes coaching 18 FTEs on a weekly basis, which includes listening to calls and issuing feedback on process & CSAT opportunities.
- Skilled on reviewing check holds and decision on account retention or closures as a part of the CCT Team
- Identify potential fraud trends across suspect accounts and further escalate for closures for high risk/first party fraud accounts
- Working as a Relief Trainer and DC Coach(SME) to up-skill newer batches to be integrated from other LOBs and for the New Hires.
- Focused on Quality and Customer service during trainings with the teams having achieved a 100% scores in their Quality during their Development Center.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Account Opening Officer
HSBC Electronic Data Processing India Pvt. Ltd.
10.2014 - 06.2016
- Assisted in end to end transition of clients' account and banking history from the MENA Region to other countries where HSBC is present
- Adhered to stringent and sensitive client information and considerations with multiple checklists
- Prioritized workflow to meet customer deadlines and SLAs by liaising with customers and bank staff to ensure a smooth process for clients
- Completed KYC, Blacklist, and social media checks for all clients prior to completing on-boarding requests
- Performed Enhanced due diligence(EDD) for high risk high, PEPs and net worth clients and prepared case summaries
- Contacted customers as soon as issues arose to immediately find a resolution before the problem escalated
Advisor - Expedia UK
24 [7] Inc
05.2012 - 05.2014
- Involved in direct sales of various products including fights, hotels and holiday packages
- Provided customers with best deals and well-researched travel options, successfully improving customer satisfaction ratings
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
Education
Bachelor of Commerce -
Dr. C.V. Raman University
Bilaspur2018
ISC - Science
Bishop Cotton Boys' School
Bangalore2010
ICSE -
Bishop Cotton Boys' School
Bangalore2007
Skills
- Account Opening (End to End Journey)
- Basic Account Maintenance
- Know Your Customer
- Communication
- Research
- Evaluation of high-risk accounts, including PEPs and HNW
- Customer service
- Verbal and written communication
- Fraud investigation expertise
- MS Office
Timeline
Fraud Specialist IV - Centralized Controls Team
JP Morgan & Chase Services India Pvt. Ltd.
07.2016 - Current
Account Opening Officer
HSBC Electronic Data Processing India Pvt. Ltd.
10.2014 - 06.2016
Advisor - Expedia UK
24 [7] Inc
05.2012 - 05.2014
Bachelor of Commerce -
Dr. C.V. Raman University
ISC - Science
Bishop Cotton Boys' School
ICSE -
Bishop Cotton Boys' School