Mbongo Gracia Kitenge
Johannesburg
Summary
I am a versatile professional with expertise in KYC / AML procedures, ensuring regulatory compliance and preventing financial crimes. As a Branch Manager, I led day to day operations and strategic planning for business growth. My experience as a Compliance Officer included policy development and regulatory training. In E-commerce, I managed logistics operations, ensuring smooth order fulfillment and timely delivery. Additionally, as an Inbound Customer Service Consultant, I provided excellent customer'support, resolving issues efficiently and maintaining high levels of customer'satisfaction.
Overview
1822
1822
years of professional experience
1
1
Certification
Work History
French Inbound Customer Service Consultant(Credit Bureau)
TransUnion Global Capability Centre
- Addressing inbound calls and emails from individuals or businesses seeking information regarding their credit reports, credit scores, or related financial data
- Helping consumers understand the details of their credit reports, including explaining the items listed, resolving discrepancies, and guiding them through the process of disputing inaccurate information
- Assisting customers with filing disputes over errors on their credit reports and tracking the resolution process
- I assist customers with account issues such as password resets, updating personal information, and understanding their credit monitoring subscriptions
- Ensuring all interactions comply with relevant regulations such as the Fair Credit Reporting Act (FCRA) and other data protection laws
- Offering advice and guidance on how to improve or maintain a good credit score, including financial wellness tips
- Verifying the identity of callers before providing any sensitive information to ensure data security and prevent fraud
- Referring more complex or escalated cases to senior representatives or specialists, such as legal or compliance teams, when necessary
- Keeping accurate records of all customer interactions, issues raised, and actions taken for future reference and compliance.
Global KYC/AML Analyst
Infinox Global
09.202 - 02.2023
- Conducted KYC and AML checks with high accuracy, ensuring compliance with policies and regulations
- Followed standard AML/KYC procedures and processes
- Ensured LOBs and EDD correctly performed CDD was applied in cases warranted to mitigate AML/CTF
- Analyzed large quantities of information, identifying trends including establishing appropriate metrics to determine changing risk elements
- Identified, researched, and reported suspicious activity
- Determined whether to close cases, escalate findings, and file of Suspicious Activity Report
- Conducted electronic checks including PEP and sanction checks
- Understanding of regulations that guide the financial services Industry
- Adhering to Money Laundering and Terrorist Financial Control Regulations
- Worked closely with the compliance team to ensure adherence to regulations and company policies while performing AML/KYC due diligence checks
- Worked closely with different department teams to obtain and validate correct documentation
- Communicated with customer's via email to obtain proper documentation or additional evidence when needed
- Undertook ad hoc job duties as assigned by the global Onboarding Manager
- Partnered with fraud manager to research and investigate cases
- Maintained fraud analysis models to improve company'systems
- Documented research findings to support risk-based decision-making and resolution to escalated fraud incidents
- Read fraud and security risk management-related articles and white papers and took part in webinars to keep abreast of changes in the fraud and security landscape
- Identified threats, vulnerabilities, and suspicious behavior patterns to recommend mitigation measures
- Investigated fraud referrals and performed research to minimize the risk and address any inquiries to find the best possible solution
- Communicated with compliance manager to thwart potential money laundering or terrorist financing.
- Accounts Opening
- Conducted CDD investigations to support policies
- Assist with the preparation of high-risk and EDD cases
- Experience using digital technology for e-KYC and managing financial crime
- Process applications from individuals to corporations
- Liaise with clients where required, ensuring an efficient onboarding experience.
E-commerce and Logistics Associate
Quantanite
01.2021 - 11.2021
- Contacting customer's for fraud checks for orders flagged in the system
- Tracked and traced in-transit loads to stay updated on shipment status
- Communicated with carriers to confirm delivery windows and reduce shipment delays
- Set appointments for receiving or delivery and followed up with destination personnel to confirm receipt
- Processing of reshipment, warranty, cancellation and partial or full refund
- Provided professional services and support in dynamic work environment
- Demonstrated creativity and resourcefulness through the development of innovative solutions
- Checked the customer's returned order to confirm if warehouses have received return orders and provided customer's with refund or replacement
- Provided customer's with technical support
- Updated Customer's details
- Provided customer feedback regarding their orders using tracking a system called Shipwire
- Created customer Invoices
- I used the following platform : Cin7, Shopify, Shipwire, Amazon, eBay, Ezireturns.
Branch Manager
Kauai
11.2018 - 01.2021
- I oversaw daily operations, managed inventory and staffing, ensured customer'satisfaction, and maintained quality standards
- I also managed budgets, collaborated on menu planning, ensured compliance, executed marketing strategies and communicated with stakeholders
- Ensured efficient workflow and adherence to standard operating procedures (SOPs) for food preparation, service, and cleanliness
- Maintained high standards of customer'service and satisfaction by greeting customer's, addressing inquiries and complaints, and ensuring a positive dining experience
- Monitored customer feedback and implemented improvements to enhance service quality and customer retention
- Recruited, trained, and supervised restaurant'staff, including servers, cooks, and support personnel
- Set performance expectations, provided feedback, and conducted performance evaluations to motivate and develop team members
- Fostered a positive work environment, promoted teamwork, and addressed any disciplinary issues or conflicts that may arise
- Developed and managed the restaurant's budget, including cost control measures to optimize profitability while maintaining quality standards
- Monitored sales, expenses, and financial performance, analyzed trends, and implemented strategies to achieve revenue targets and maximize profitability
- Ensured consistency in food quality, presentation, and portion sizes through regular inspections and quality control measures
- Ensured compliance with health and safety regulations, food hygiene standards, and sanitation practices to maintain a safe and clean environment for customer's and staff
- Prepared and submitted reports on sales performance, expenses, inventory levels, and operational metrics to senior management.
Compliance Officer
Business Development Professionals
09.2016 - 10.2018
- Implementation of compliance policies and procedures concerning Company Secretarial (Cipc), Accounting, and Payroll
- Annual voluntary Compliance Audits
- Compliance diagnostics
- Ensuring post-compliance policies and procedures are implemented
- Documents management and Lodgement with government authorities SARS and DOL
- Retention of company policies and procedures
- Recommend advice and support to clients with proper record keeping
- Adhering to set deadlines in terms of delivery
- Preparation of a full set of accounts and presentation of customized financial reports with the aid of accounting software
- Analyzed written reports and statements to verify regulatory compliance
- Managed practical action plans to respond to audit discoveries and compliance violations
- Implemented improvement initiatives and developed compliance testing program to monitor and identify gaps in new and existing practices
- Investigated and documented all violations of compliance regulations to determine necessary improvements.
Education
Financial Accounting -
Boston City Campus
11.2016
Skills
- Strong Analytical
- Excellent Communication
- Customer Due Diligence
- Problem Solving
- Customer Support
- Adaptability
- Critical thinking
- KYC verification
- Time Management
- Investigation
- Enhanced Due Diligence
- Sanctions Screening
- Patience and Empathy
- Attention to Detail
- Multitasking
Certification
- KYC, Alison, 12/01/22
- AML, Alison, 12/01/22
Languages
English (fluent)
French (fluent)
Boxing
References:
Company :TransUnion
Name : Stella Lumbala
Position : Team Leader
Cell : 078 668 97 32
Company : Infinox Global
Name : Lebogang Choenyane
Position : Team Leader
Cell : 071 465 51 92
Company :Quantanite
Name : Peter
Position :Campaign Manager
Cell : 074 611 10 12
Company : Kauai
Name : Shirley
Position : Regional Manager
Cell :072 406 29 61
Company :Business Development Professionals
Name :Vusimuzi Evert
Position :Branch Manager
Cell : 072 024 25 01
Timeline
E-commerce and Logistics Associate
Quantanite
01.2021 - 11.2021
Branch Manager
Kauai
11.2018 - 01.2021
Compliance Officer
Business Development Professionals
09.2016 - 10.2018
French Inbound Customer Service Consultant(Credit Bureau)
TransUnion Global Capability Centre
- KYC, Alison, 12/01/22
- AML, Alison, 12/01/22
Financial Accounting -
Boston City Campus
Global KYC/AML Analyst
Infinox Global
09.202 - 02.2023
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