Derek McCormack

• Handle 2,300+ complex Level 3 (L3) escalations, applying risk-based decision making

• Act as primary point of contact between offshore analysts (up to 90) and stakeholders

• Support onboarding for individual and business clients including SMEs, partnerships, and UBO structures

• Collaborate with cross-functional teams across compliance, operations, and technical areas

• Identify and escalate system bugs and workflow issues to improve operational efficiency

• Contribute to UAT testing of systems and trackers prior to implementation

• Ensure adherence to internal controls and regulatory requirements

• Processed 120–170+ onboarding cases daily with ~95% QA accuracy

• Conducted CDD reviews ensuring AML/KYC compliance

• Escalated high-risk cases supporting effective risk management

• Developed Proof of Address guideline later adopted into SOP

• Supported UAT testing and identified system issues impacting delivery

• Received Rising Star (2024) and Delivery Award (2025)

• Conducted AML investigations identifying suspicious activity

• Performed CDD and onboarding checks

• Analysed risk indicators and customer behaviour

• Produced detailed investigation reports

• Supported fraud and compliance initiatives

• Delivered customer service in fast-paced environment
• Handled transactions accurately
• Developed communication and teamwork skills