Lak Cheema

Took ownership for all KYC/Compliance cases for Takepayments customers with linked Barclaycard acquirer accounts, liaising with internal and external stakeholders for timely resolution. Surpassed KPI targets by successfully closing 110% of allocated cases and consistently maintaining a quality score above 97%.

Provided end-to-end dedicated and robust specialist KYC expertise throughout the onboarding and refresh process for corporate and individual clients, ensuring compliance with anti-money laundering (AML) regulations. Performed various screenings including ID&V, PEP, Sanctions, and Adverse Media checks to inform customer risk ratings.

Served as a key point of contact for corporate and commercial banking clients, assisting with a range of KYC/AML queries and ensuring adherence to policies and regulatory requirements for high-risk clients. Managed routine complaints and worked towards daily targets and KPIs, taking responsibility for identifying and managing CDD risks.

Mitigated risk and reputational damage by conducting KYC checks and identifying customers outside HSBC’s risk appetite, handling inbound KYC inquiries. Performed enhanced due diligence of KYC documentation and completed account opening forms using internal and third-party systems. Surpassed KPI targets by successfully closing 110% of allocated cases with a quality score above 97%.

Interacted daily with both prospective and existing customers via phone, email, and live chat, helping to solve queries regarding new loan applications and existing loan management. Provided guidance to lenders and savers to understand Zopa products and ensured their accounts were set up correctly.

Responded to customer queries about their insurance policies via phone, email, and web chat, identifying and assessing customer needs to achieve satisfaction and one-call resolution. Ensured all FCA compliance procedures were adhered to at all times, and investigated/resolved complaints within set timescales.

Mitigated risk and reputational damage by conducting ‘Know Your Customer’ (KYC) checks and identifying customers outside HSBC’s risk appetite. Conducted enhanced due diligence (EDD) of KYC documentation by utilising internal and third-party systems. Surpassed KPI targets by successfully closing 110% of allocated cases and consistently maintaining a quality score above 97%.

Reviewed 135 customer complaints daily through a digital shift, briefing on key issues and classifying complaints by risk and credit type for appropriate allocation. Enhanced efficiency of case completion by analysing all documentation and corresponding with customers to source additional information. Authored reports summarizing case outcomes and maintained an audit trail of activities.

Planned routes, engaged with customers, and delivered for various brands and companies including Primark and Top-man. Attained full Class 2 (C) driving licence and obtained CPC qualifications.

Arbitrated between PepsiCo, suppliers, and customers to achieve positive outcomes for all stakeholders. Sourced additional information from suppliers and customers to enable well-informed, evidence-based outcome decisions. Communicated outcomes to external stakeholders through authored letters and telephone correspondences.

Engaged with internal departments to utilise their perspective and knowledge, resolving complex customer complaints in full compliance with regulations set by the energy ombudsman. Achieved a high customer resolution rate of 92% against a KPI of 87%, ensuring complaints were not escalated to the ombudsman.

Assigned viewings to agents and communicated with all stakeholders to facilitate a positive viewing experience that converted into sales. Conducted due diligence activities of financial and legal documents to ensure successful property exchange and transactions.

Resolved complaints for business customers and ensured the bank was compliant with FCA requirements. Investigated complaints by reviewing all written correspondences and sourcing additional electronic and paper-based data. Collaborated with colleagues across departments to resolve cases and inform clients of the final decision.

Executed daily banking requests with varied levels of complexities for business customers, sole traders, and enterprises, maintaining a high-quality communication standard in every customer engagement. Maximized revenue by promoting complementary RBS banking products that aligned with customer and business requirements.

Grade: Distinction, Merit

Achieved a Distinction in Intermediate Business Studies and a Merit in Advanced Business Studies. This program provided a strong foundation in business principles and practices.

Grade: 6 GCSEs at grades A-C

Obtained 6 GCSEs at grades A-C. These qualifications provided a broad educational background across various subjects.