Lee'roy Samuels

Management Focus:

• Lead and oversee an efficient Verification Team, ensuring adherence to KYC principles and international requirements.
• Analyze team workload to optimize procedures and enhance effectiveness while fostering a positive team environment.
• Continuously evaluate customer impact to identify areas for improvement and promote a customer-centric ethos within the team.
• Build relationships with key stakeholders and drive implementation of new KYC & AML processes across supported regions.

Managing Performance & Quality:

• Manage Specialists & Team Leaders to ensure effective output delivery and maintain a positive team environment.
• Monitor Specialist Service Level Agreements and ensure quality and accuracy of work.
• Facilitate information flow within the Risk and Fraud Department and implement action plans to enhance service delivery.
• Address IR-related issues and implement functional reporting for workflow and productivity.

Coaching & Development:

• Provide coaching and support to Team Leaders to ensure availability of motivated and competent Specialists.
• Foster development and growth of Specialists and Team Leaders through regular coaching and feedback.
• Ensure provision of necessary tools and resources for optimal performance and understanding of business metrics.

Resource Management & Problem Resolution:

• Troubleshoot technical issues and assist with administrative tasks to ensure operational readiness.
• Resolve escalated queries and manage high-impact incidents in line with escalation procedures.
• Manage workforce planning and capacity to meet business objectives.

Relationship Management:

• Collaborate with different teams within the Department to meet verification requirements.
• Maintain constant communication with key stakeholders to ensure alignment and service delivery.
• Liaise with internal stakeholders on verification matters and provide support to country managers.

Team Responsibilities:

• Conduct thorough assessments of documentation to ensure compliance with verification requirements.
• Upload documents accurately and escalate cases for further investigation when necessary.
• Stay updated on document version updates and assist other departments as needed.
• Resolve verification-related escalations and suggest improvements to processes or systems.
• Report verification statistics internally and externally and undertake ad-hoc duties as required.
• Established team priorities, maintained schedules and monitored performance.

• Accountable for the management and execution of customer reviews ensuring the Risk policies and procedures are followed as per business process documents.
• Responsible for a timely decision to cancel transaction as well as the execution thereof by working with individual merchant software programs.
• Responsible for developing and driving KPIs that are realistic, achievable and in line with the benchmarks of the business.
• Ensure that SLAs are met on each shift as per the targets set by the Department
• Lead, manage and motivate the team
• Performance management of Risk Agent regarding both qualitative & quantitative stats for performance management purposes

• Conduct thorough and precise assessments of all accounts, transactions, and associated documentation.
• Regularly review client transactions and accurately update records.
• Assess client accounts and take necessary actions in accordance with company policies.
• Verify account information through internal control reviews and meticulously document details using various software applications.
• Issue requests for required documentation and scrutinize received documents for authenticity.
• Hold back certain transactions when mandated by directives or risk acceptance criteria.
• Document and report details of clients failing to meet legitimacy standards.
• Extract information and review reports to identify inconsistencies.

• Built relationships with customers and community to promote long term business growth.
• Collaborated with team members to provide seamless support, ensuring a cohesive customer experience.
• Assisted customers in navigating online platforms for optimal user experiences, leading to increased engagement levels across digital channels.
• Assisting with call and email queries.

• Customer service online chat host.

• Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
• Mentored junior consultants, fostering professional growth and building strong team dynamics.
• Automated system e-commerce features to improve client sales.
• Provided ongoing support to clients post-implementation, ensuring long-term success of implemented solutions.

• Identified trends in customer concerns, proactively addressing common issues before escalation.
• Responded proactively and positively to rapid change.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Enhanced customer experiences by providing timely and accurate information on products and services.

• Maintained up-to-date knowledge of product and service changes.
• Handled sensitive customer information with discretion, adhering strictly to privacy regulations and company guidelines.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.