Razvan Vieru

• Assisted AML manager in drafting internal policies for AML/EDD for new team.
• Developed internal AML training manuals for Customer Service and Payments teams.
• Created Tableau reports to monitor daily and monthly thresholds, including internal KYC reports.
• Reviewed income and EDD documents in compliance with established internal policies.
• Analysed background information to evaluate customer affordability.
• Compiled comprehensive reports summarising review findings and decisions.
• Flagged suspicious transactions through appropriate reporting channels.
• Contributed to policy enhancements aimed at securing Isle of Man Licence.

Responsibilities:

• Act as a contact point of reference for any queries or escalations made by the team.
• Ensure that any escalations received from the Risk & Fraud team, Loyalty, Legal, Responsible Gambling and Support department are optimally handled so as to ensure the best service to customers.
• Maintain, record, and follow up on Source of income requests that have been sent out to customers and compile EDD documents so as to ensure that the full review of accounts is conducted in compliance with any regulatory governing body and based on determined customer risk level.
• Oversee and correct applications of the AML procedures relating to risk assessment and customer acceptance policy.
• Independently determine suspicious behavior and act according to agreed procedures with regards to account blocking, conducting full AML checks and flagging of high-risk customers to compliance.
• Escalate any suspicious behavior via established process to maintain a safe environment for players.
• Coordinate with other Team Leaders to ensure all current policies are up to date, while implementing and suggesting new routines and processes according to the needs of the business at any given time.
• Escalate any issue which may affect the daily operations of the team in a timely manner to relevant stakeholders.
• Work closely with Quality Assurance Coordinator, conduct own quality checks, track, and measure performance & SLAs of the team, identify areas of training/ improvements for agents within the team.
• Carry out regular one-to-ones with the team members to provide feedback on their performance.
• Creating and overseeing Performance Improvement Plans, for underperforming EDD agents.
• Assisting the Operation Manager with scheduling leave requests, sickness reporting and other operational duties.
• Conducting interviews and selecting new candidates to fit in with the team and coordinating training for all new starters.
• Worked closely with the BI and BA teams to produce accurate KPI’s for the team.
• Worked with the Development teams and took lead on all projects related to EDD and customer interaction.
• Other similar ad hoc work as set by the Manager and more.

Some achievements in the previous role:

• Team Expansion and Structure Development: Elevated a team of 3 EDD specialists to a robust unit comprising 14 EDD specialists and 2 Seniors, strategically based across Malta and Newcastle. Instituted internal procedures and guidelines to streamline operations and enhance efficiency.
• Strategic Sub-Team Formation: Established three specialized sub-teams within the EDD department, focusing on Nordics, UK, and Rest of the World (ROW) markets. This segmentation facilitated targeted approaches to customer checks, optimizing resource allocation and effectiveness.
• Innovative Approach to Data Acquisition: Pioneered the integration of external open-banking solutions, notably implementing Kreditz to fulfill open-banking requirements across five licenses (UKGC/SGA/DGA/KSA/MGA Finland). Spearheaded the development of a comprehensive API interface and workflow, enabling seamless data extraction and analysis.
• Optimization of Service Utilization: Implemented internal protocols for maximizing the utility of open-banking services, including manual API triggering and customizable data retrieval parameters (3/6/12 month). Proactively initiated automatic API requests for players meeting predefined thresholds, aligning with regulatory recommendations.
• International Expansion and Integration: Orchestrated plans for expanding open-banking solutions into new markets, fostering compliance and enhancing customer experience. Collaborated closely with developers to ensure seamless integration and ongoing support across diverse regulatory landscapes.
• Strategic Partnership and Process Improvement: Signed a partnership with an Italian service provider to streamline player verification processes for Italian customers, significantly reducing customer friction and operational overhead.
• Automation and Efficiency Enhancement: Led initiatives to automate repetitive tasks within the EDD team, leveraging technology to streamline workflows and improve productivity. Implemented solutions for integrating external reports with internal systems, enabling real-time updates and notifications for seamless information retrieval and review.
• Development of EDD Resource Hub: Conceptualized and supervised the creation of an EDD space within the business operations (BO) platform, consolidating critical player data in real-time. Empowered EDD agents with instant access to key information, including player profiles, transaction history, risk assessment, VIP status and more, eliminating manual data entry and enhancing decision-making capabilities.

By spearheading these initiatives and more, I have not only optimized operational efficiency and regulatory compliance but also contributed significantly to enhancing the overall customer experience and organizational growth trajectory.

Responsibilities:

• Requesting and meticulously reviewing source of income/EDD documents in adherence to our internal policies and procedures.
• Assessing Customer affordability: Utilizing background research, customer comments, and provided documents to determine the customer’s financial capacity and the source of funds.
• Preparing comprehensive reports summarizing findings and decisions made during the review process.
• Reporting any suspicious transaction through the relevant channels.
• Conducting periodic reviews of documentation and customer files to ensure regulatory compliance.
• Contribute to enhancement and maintaining of internal policies, procedures and systems.
• Assist with internal or external escalations, ongoing monitoring, and customer contact through various communication channels.
• Assisted the AML Team leader with ad hoc reviews and special tasks, such as improving internal procedures.

Responsibilities:

• Conduct customer due diligence, conduct adverse media and background research for customers and prepare accounts for AML/CFT review.
• Escalating concerns and taking suitable action in line with policies & Procedures
• Contributing to the continued enhancement and maintaining of internal policies, procedures and systems.
• Support the transaction monitoring program, escalate concerns as relevant and taking suitable action in line with the policies and procedures.
• Assist with internal or external escalations in relation to the customer due diligence process.
• Liese with internal or stakeholders on a daily basis, to resolve customer queries.
• Conduct ad hoc reviews or tasks assigned by the team leader.

Responsibilities:

• Corporate banking - Account Review and Monitoring.
• Post-transaction monitoring, account evaluation,
• Determining whether the transactions executed on the account are in line with the business model of the company,
• Conducting customer Due Diligence in accordance with the FIAU guidelines and customer risk level,
• Review due diligence and decide whether they are in line with Bank's policies, risk appetite and FIAU guidelines.
• Determine KYC documents needed for each account and keeping KYC documents up to date in accordance with FIAU guidelines.
• Reviewing corporate structures and determine if any changes have accrued either within the shareholders layout or BO's.
• Create corporate organigrams.
• Conducting corporate SOF and SOW verifications, and personal banking SOI verifications.
• Communicate directly with the customer via email, by phone or in person, to update the information held on file.
• Collecting updated information and making sense of the information provided by the customer in an eficient and timely manner.
• Conducting World Checks and adverse media searches.
• Prepare an overview write-up for the review conducted.
• Raising ISTR's
• Assessing and preparing the customer's risk level report, for corporate and individual clients.
• Communicate and explain decision taken to the management.
• Closure of accounts and informing clients about closure of account and providing guidelines with respect to the closure procedures.
• Assisting in drafting a list of accounts to be closed and specifying the reason for the closure.
• Liaise with various departments to instruct and explain the closure of an account,

Achievements:

• Implementation and Optimization of FICO Syron AML System: Played a pivotal role in the successful introduction of the FICO Syron AML system within the bank, aligning with regulatory standards and enhancing transaction monitoring capabilities. Tasked with customizing and refining the system to meet the specific needs and expectations of the bank, I meticulously fine-tuned alert parameters and adjusted configurations to ensure optimal performance.
• Case Management and Error Resolution: Effectively managed the alert-generated cases within the FICO Syron AML system, promptly addressing potential risks and compliance issues. I skillfully opened, investigated, and closed cases as necessary, while also raising error reports and implementing corrective actions to mitigate future occurrences.
• Continuous Testing and Stakeholder Engagement: Demonstrated a commitment to quality assurance by conducting daily testing of the FICO Syron AML system, ensuring its reliability and accuracy in detecting suspicious transactions. Additionally, I facilitated monthly meetings with stakeholders to provide updates on system performance, solicit feedback, and address any concerns or evolving business requirements.
• Development of Departmental Procedures: Spearheaded the creation and implementation of comprehensive procedures for transaction monitoring and utilization of the FICO Syron AML system. Crafted a detailed internal user manual to guide staff members in navigating the system effectively, ensuring consistent adherence to best practices and regulatory guidelines. Additionally, I formulated an escalation procedure for account closure, streamlining decision-making processes and enhancing operational efficiency.

Through these achievements, I not only contributed to bolstering the bank's compliance framework and risk management protocols but also fostered a culture of continuous improvement and excellence within the department.

Responsibilities:

• Investigating customer complains in relation to a possible missell of
• Payment Protection Insurance (PPI)
• Reviewing documentation available on file together with compiling correspondence received to build the case
• Filing of Complaint Investigation Forms
• Communicating decision to customer and way forward.

Achievements:

• Extensive training on PLP, CRP and Unique ICT
• Helped improve the procedures by undertaking new projects that were aimed at helping to improve the time needed to complete a case.

Responsibilities:

• Attending to customer’s queries and dealing with their requirements.
• Payments,
• Processing product applications,
• Fraud reports,
• Security resets,
• Blocking/unblocking cards,
• Online banking customer support,
• Handling of Customer Complaints.
• Delivering a Service in line with HSBC’s Global Standards.
• - Ensuring customer satisfaction.

Achievements:

• Academy Volunteering and Mentorship: Volunteering within the academy, I took on the responsibility of guiding and supporting new hires during their crucial first week on the job. By offering comprehensive assistance and addressing any questions or concerns, I played a pivotal role in helping individuals acclimate to their roles smoothly. Additionally, I provided personalized feedback to highlight both strengths and areas for improvement, fostering their confidence and knowledge for future success.
• Voice ID Project Team Contribution: As a key member of the Voice ID project team, I actively participated in taking reset calls to facilitate the migration of customers onto the Bank's Voice Identification System. Through diligent efforts and effective collaboration within the team, we achieved outstanding results, securing the second highest migration outcome. This initiative significantly contributed to enhancing the security and efficiency of customer identification processes.
• Exemplary Call Service and Ethical Standards: Maintaining a high compliant call service and upholding the highest ethical standards, I consistently demonstrated a commitment to excellence in every interaction. By adhering strictly to regulatory guidelines and organizational protocols, I ensured the integrity and professionalism of all customer engagements, earning trust and confidence from both clients and colleagues alike.

Responsibilities:

• Maintained a clean and hygienic environment, improving overall ambiance of the bar.
• Enhanced customer satisfaction with professional bartending techniques.
• Negotiated supplier contracts for better pricing and improved product quality.
• Streamlined bar operations by implementing efficient inventory management strategies.
• Scheduled weekly rosters for staff allocation optimising resources efficiently.
• Conducted routine safety checks to adhere to health and safety regulations in premises.
• Collaborated with kitchen staff to coordinate food service thus maintaining timely delivery during busy periods.
• Promoted special offers and events via social media platforms boosting brand visibility.
• Coordinated events at the venue, leading to increased bookings.
• Mentored junior staff members fostering a supportive work atmosphere.
• Developed cocktail menus, resulting in increased beverage sales.

• Created and updated drinks menu to enhance offerings.
• Negotiated supplier contracts for improved pricing and product quality.
• Scheduled weekly staff rosters, optimising resource allocation.
• Conducted interviews for potential new employees to strengthen team.
• Maintained clean and hygienic environment, elevating bar ambiance.
• Trained new staff on customer service protocols to improve guest experience.
• Held meetings with suppliers to ensure consistent quality and supply.