hguruw1

Coordinated support in customer account set up, managing hardware logistics & technical troubleshooting to ensure smooth payment processing. Supported customer account processes and acted as a liaison between sales, operations, and external partners to maintain client satisfaction and operational continuity. Reviewed and validated KYC and KYB documentation, ensuring accuracy and consistency across systems. Collaborated with sales department to create new practice that lowered onboarding friction by 18%. Created and disseminated comprehensive training materials, onboarded new hires, and provided ongoing weekly training and support, enhancing team skills and knowledge in onboarding and terminal deployment to transaction monitoring, settlement, and technical support. Established and implemented best practices for managing new high-risk portfolios, markedly lowering losses below 1bps. Maintained strategic relationships with internal teams and external partners to optimise operational efficiency, as well collaborated with senior leadership on new product development initiatives.

Took up an exciting volunteer role where I reviewed and underwrote new member applications in collaboration with senior committee members. Additionally, contributed to strategic planning discussions around pricing models, membership structure, and budget allocation, aligning organisational goals with long-term growth and member value.

Assessed 300+ merchant applications per month with expected £250k – £2m in processing volume, exceeding SLA benchmarks, while ensuring compliance and full alignment with global KYC, KYB, and AML regulatory, and PEP Sanction screening requirements across Europe, Canada, and the USA. Maintained accurate case documentation and communicated updates across internal systems to support operational transparency and service efficiency. Collaborated with cross-functional teams, including Sales, legal, compliance, and support to merchants in understanding jurisdiction-specific onboarding documentation and registration standards. Coached junior underwriters on complex case escalations, fostering a collaborative risk-review process. Contributed to standardised KYC workflows that improved onboarding efficiency and regulatory audit readiness.

Managed end-to-end processing of merchant applications from submission through activation and first transaction, ensuring accuracy, compliance, and timely completion. Independently conducted CDD/EDD reviews using Creditsafe and in-house tools, analysing incorporation documents, UBO structures, and financial records to detect red flags or documentation inconsistencies. Maintained accurate CRM and operational records, tracking application progress, customer communications, and onboarding milestones. Identified and documented patterns of operational deficiencies, proposing and escalating strategic solution plans to senior leadership for effective implementation. Served as a point of contact for merchants, providing onboarding support, guidance on documentation requirements, and technical troubleshooting for POS terminals and payment applications. Supported sales teams by resolving application queries, coordinating documentation, and ensuring efficient turnaround times.

Awarded Employee of the Month at Matalan Retail Ltd (2019) for excellent contribution and dedication during the new management change phase. Utilising a tactful yet assertive approach when mediating customer disputes and offered alternative solutions.