James P. Jones
Wallasey, Wirral,Merseyside
Summary
I am an ambitious and experienced professional with excellent communication skills both written, verbal, and a drive for precision in the workplace. My career spans financial services, customer support, and client onboarding, where I’ve consistently demonstrated strong analytical thinking, risk awareness, and a commitment to meeting key performance metrics. Through roles involving KYC reviews, compliance handling, and complaint resolution, I’ve developed a sharp eye for detail, organisational efficiency, and a proactive approach to problem-solving. I thrive in dynamic environments and am eager to continue developing my skills while embracing new challenges and opportunities that allow me to deliver high-quality outcomes for clients and stakeholders alike.
Overview
9
9
years of professional experience
Work history
Associate, AML/Prevention/KYC
BNY Mellon
Manchester
02.2022 - Current
- Guided clients through onboarding, explaining documentation requirements, market regulations, and industry expectations for successful account setup
- Acted as SME for one of BNY’s largest clients, completing comprehensive periodic KYC reviews
- Evaluated complex client reports to ensure accurate alignment with internal policies and compliance standards
- Compiled and updated client risk profiles using independent research, online databases, and direct communications with relationship managers and clients
- Monitored global financial risks and events to proactively adjust client profiles and risk assessments
- Performed real-time QSS scans and verified client ownership against the ChoicePoint database
- Collaborated with internal support teams, business managers, and external stakeholders to ensure documentation met compliance requirements
Client Services Representative
BNY Mellon
Manchester
01.2021 - 02.2022
- Co-ordinated the delivery of high-quality services to both internal and external clients, ensuring timely issue resolution and a deep understanding of client expectations to continuously enhance satisfaction and service excellence
- Managed client queries and concerns with proactive communication and regular updates, fostering trust and supporting departmental growth
- Maintained awareness of operational risks and implemented appropriate controls in line with Business Unit procedures, including checklists and directive protocols
- Escalated identified issues or procedural changes to management, ensuring prompt resolution and compliance alignment
Case Handler: Data Gather
Clydesdale Bank
Liverpool, Merseyside
04.2019 - 01.2021
- Maintained thorough knowledge of bank procedures regarding customer complaints to ensure accurate and compliant case resolution
- Conducted initial assessments and analyses to efficiently initiate the complaint review process
- Resolved complex queries using strong analytical skills and in-depth understanding of policy frameworks
- Delivered results under stringent KPIs, sustaining a 95% quality average and consistently meeting weekly production targets
- Provided clear and timely communication with clients, staff, and members via email and mail to foster confidence and resolve inquiries
- Ranked highest for case pass rate out of 100 handlers over a 12-week period, demonstrating precision and exceptional performance
- Supported team leader in managing high-priority cases nearing deadlines to maintain service standards
- Assisted newer case handlers with complicated case queries, contributing to team development and knowledge sharing
- Navigated multiple databases with speed and accuracy to collect and verify case-related data
Client Accounts Co-ordinator
Sequence
Wirral, Merseyside
09.2016 - 04.2019
- Delivered an exceptional level of service to stakeholders via email and phone.
- Supported team leader and office manager in improving operations and resolving issues to deliver top-notch customer service.
- Adeptly achieved personal KPIs
- Replied to internal business and customer questions to resolve queries.
- Worked directly with different departments and clients.
- Performed account reconciliations and conducted investigations into any discrepancies.
- Preformed independent check of KYC information provided by front office
- Assisted team leader and manager with training new employees.
- Responsible for running daily payments to clients.
- Liaise with local and national government bodies to obtain correct documentation in order to resolve a customer query.
Graduate Account Manager
NCC Group
Manchester
06.2016 - 11.2016
- Boosted sales numbers with proactive account servicing and diligent relationship-building.
- Serviced accounts on a regular basis to propose new products or services and maximise revenue.
- Managed accounts by reviewing and mitigating discrepancies, and collaborating with account holders.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Optimised sales volume by managing accounts and building rapport.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Asked appropriate open-ended questions to discover prospects' needs and requirements.
- Monetised dormant leads to increase profits.
- Proactively identified and solved complex strategy problems that impacted sales management and business direction.
Education
Bachelor of Arts - History
Bangor University
Bangor2014
A-Levels - History, Govermnet & Politics, Travel & Tourism
The Mosslands School - Sixth From
Merseyside2011
GCSE -
The Mosslands School
Mesereyside2009
Skills
- Data gathering and documentation
- Case investigations
- Attention to detail
- Accurately access information
- ICT skills
- Interpersonal communication skills
- Customer relations
Timeline
Associate, AML/Prevention/KYC
BNY Mellon
02.2022 - Current
Client Services Representative
BNY Mellon
01.2021 - 02.2022
Case Handler: Data Gather
Clydesdale Bank
04.2019 - 01.2021
Client Accounts Co-ordinator
Sequence
09.2016 - 04.2019
Graduate Account Manager
NCC Group
06.2016 - 11.2016
Bachelor of Arts - History
Bangor University
A-Levels - History, Govermnet & Politics, Travel & Tourism
The Mosslands School - Sixth From
GCSE -
The Mosslands School
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