Lovendren Poobalan

Lead KYC Analyst / Team Lead
Team Leadership & People Management:
• Cultivated a high-performing, customer-focused team of KYC Analysts by promoting a culture of ownership, continuous learning, and knowledge sharing.
• Designed development plans, conducted regular 1-on-1 coaching, and managed career mappings, performance reviews, and promotions.

Operational & Performance Management:
• Drove op

• Conduct thorough Due Diligence on new, existing, and potential business and consumer customers, focusing on risk mitigation and trigger events.

• Verify customer information and documentation from internal and external sources, ensuring compliance with AML/CFT regulations and company standards.

• Perform risk assessments on escalated profiles and draft SAR narratives for unusual activity whe

Comprehensive due diligence assessments on over 400 existing, new, and potential clients monthly, focusing on mitigating risk and ensuring full compliance with stringent regulatory requirements.

Attain 100% compliance with verification standards by meticulously reviewing and validating customer documentation and external data sources, including websites and company registries.

Conduct in-depth r

Mainly handled calls and emails from customers.
Achieved KPI's, making sure AHT, QA and CSAT targets were met.
Worked together closely with peers in regards to finding better solutions for our customers.
Communicating with teams such as AML, Sanctions, Due diligence, PEP and etc in ensuring we're providing the best service possible while working within regulatory requirements.

Moderated videos posted on TikTok that were not safe for public viewing.
Handled several projects from different regions of the world such as EU, Pakistan, Bangladesh and Asia.
Made sure KPI matrixes were met in accordance to the standards set by the company.
Kept up with updates/changes on a daily basis depending on market needs.
Worked closely with colleagues to make sure we were aligned on ou

Provided support to agents on floor and helped them improve any knowledge gaps whenever possible. Provided answers to urgent inquiries during their calls.
Handled Team Leader's responsibilities whenever it as necessary.
Made sure SLA's were met and provided data to STL's during meetings on a weekly basis.
Handled manager callbacks on a daily basis.
Communicated with vendors as well as managing pro

Handled a project for one of Asia's most well known companies.
Calls and emails with customers in regards to the products provided by the company.
Making sure our partners were providing our services in accordance to the rules set by the government of Singapore.
Helped partners and merchants resolve unexpected issues during their operating hours.
Making sure I achieved KPI matrixes such as AHT, QA