Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Jamie Rhys Penberthy

Senior Lead Customer Due Diligence
Cardiff

Summary

Experienced and driven financial crime professional with extensive expertise in fraud prevention, AML, and customer due diligence. Proven track record in leading teams, managing high-risk cases, and implementing sanctions screening alongside Source of Wealth (SoW) and Source of Funds (SoF) processes. Skilled in KYC/KYB reviews, Ultimate Beneficial Ownership (UBO) verification, and managing complex customer profiles. Recognised for excellent stakeholder management, effective coaching, and a commitment to continuous professional development, consistently reflected in high Peakon engagement scores. Passionate about protecting organisations and customers through practical risk management and robust regulatory compliance.

Overview

9
9
years of professional experience
7
7
years of post-secondary education

Work History

Senior Lead Customer Due Diligence

Pleo
Remote
02.2025 - Current
  • Led and developed a high-performing Customer Due Diligence (CDD) team, overseeing onboarding, periodic reviews, and enhanced due diligence (EDD) for high-risk clients across multiple jurisdictions.
  • Ensured full alignment with UK regulatory requirements for KYC and AML, incorporating guidance from the FCA and JMLSG into team processes and risk assessments.
  • Acted as the subject matter expert (SME) for CDD and KYC regulations, ensuring alignment with global AML/CTF standards and internal compliance frameworks.
  • Collaborated cross-functionally with Risk, Legal, Compliance, Sales and Operations teams to interpret regulatory changes and integrate them into operational procedures.
  • Managed escalations related to complex customer structures, PEPs, and sanctions exposure, ensuring timely and thorough resolution.
  • Led internal training initiatives to up-skill CDD analysts and instill a culture of continuous learning and quality assurance.
  • Designed and implemented regular Quality Control (QC) checks to monitor case quality, provide valuable feedback, and drive continuous improvement across the team.
  • Ensured month-on-month increases in KYC client conversion rates, whilst remaining compliant by conducting deep-dive data analysis to identify root causes and implement targeted process improvements.
  • Grew and supported team members through regular 1:1s, structured development conversations, and tailored growth plans, fostering a culture of performance, engagement, and progression.
  • Created and rolled out structured onboarding plans for new starters, enabling faster ramp-up, consistency in knowledge transfer, and early integration into team culture and workflows.
  • Participated in internal audits and regulatory inspections, contributing to positive outcomes through thorough documentation and remediation planning.

Customer Due Diligence Team Manager

Starling Bank
Cardiff, Cardiff
02.2024 - 02.2025
  • Led a team of 13 associates and 2 senior investigators across various CDD workstreams, including inbound and outbound payments, event-driven alerts, referrals, and static alerts.
  • Collaborated on inbound payments from high-risk jurisdictions, including prohibited regions and sanctioned entities, and outbound payments to FATF grey-listed countries.
  • Led payment work streams for an extended period, achieving outstanding results.
  • Conducted Dow Jones checks and 4-EYE reviews for adverse media/sanctions alerts oversight.
  • Motivated and inspired the team through meetings and communication to meet targets.
  • Organised team meetings, collaborated with peers, and contributed to town hall events.
  • Guided projects and ensured team engagement with a clear vision.
  • Provided constructive feedback on productivity, quality, and behaviour.
  • Conducted quality checks to ensure adherence to procedures.
  • Reviewed assurance reports and completed management actions within tight deadlines.
  • Set and supported SMART goals for direct reports to meet quarterly deadlines.
  • Coached and developed direct reports to achieve objectives.
  • Worked with the second line of defence on cases involving sanctioned individuals.
  • Verified payments from prohibited jurisdictions monthly, ensuring appropriate actions were taken.
  • Supported the handling of executive complaints related to payments.
  • Reviewed payments held due to sanctions and updated the internal watchlist.
  • Collaborated with senior management and other departments to ensure operational efficiency.
  • Managed change effectively, including testing and impact assessments for smooth implementation.
  • Recognised and celebrated the team's hard work and achievements.

Payment Fraud Prevention Senior Investigator

Starling Bank
Cardiff, Cardiff
09.2021 - 02.2024
  • Enhanced interpersonal skills through one-on-ones, return-to-work meetings, team meetings, and team-building sessions.
  • Provided constructive feedback to team members.
  • Strengthened problem-solving skills by stepping outside my comfort zone.
  • Led a team of 8 investigators during my manager's paternity leave.
  • Provided role overviews for internal applicants interested in investigator positions.
  • Contributed ideas for process improvements in PFP.
  • Improved IT skills through increased use of Excel and Google Calendar.
  • Supported live work while expanding knowledge on scams and suspicious account activity.
  • Conducted training sessions for new employees and investigators in other departments.
  • Enhanced organisational skills by scheduling meetings and planning weekly tasks.
  • Collaborated with stakeholders to solve business challenges.
  • Presented at town halls and led the investigator initiative.
  • Supported investigators during SOS sessions, addressing complex cases and next steps.
  • Handled high-value payments (CHAPS), ensuring legitimacy and preventing scams.
  • Assisted with the CDD process for Turkey Payments during peak activity periods.
  • Made decisions on the appropriate use of the Banking Protocol for vulnerable customers.
  • Tested the first version of the machine learning model to identify gaps or trends.
  • Assisted during recruitment days by promoting Fincrime roles to the public.
  • Managed and updated PFP training documentation.

Payment Fraud Prevention Specialist

Starling Bank
Cardiff, Cardiff
03.2021 - 09.2021
  • Gained expertise in various fraud areas, including Transaction Monitoring, Beneficiary, Victim APPs, and AML.
  • Passionate about supporting a new team focused on protecting vulnerable customers from scams.
  • Learned to identify fraudulent activity and distinguish it from AML concerns.
  • Gained hands-on experience with a new payment review model to prevent scams.
  • Assisted in the process of recovering funds for customers who fell victim to scams (APPs).
  • Enhanced communication skills through phone, email, and in-app outreach to potential victims, developing empathy in challenging conversations.
  • Provided support to colleagues with difficult queries and escalations in the absence of team leaders.
  • Delivered one-on-one training to team members to improve their understanding of key job aspects.

Customer Service Representative

Starling Bank
Cardiff, Cardiff
12.2019 - 02.2021
  • Boosted confidence in managing customer interactions and business needs.
  • Improved verbal and written communication skills while working towards goals.
  • Completed training on customer-focused topics, including vulnerable customers and complaints.
  • Enhanced people skills through coaching new starters and meeting new colleagues.
  • Conducted complaint callbacks for team leaders/managers, earning their trust.
  • Strengthened listening, empathy, and compassion when handling difficult customer situations.

Bar Associate

Wetherspoon
Cardiff, Cardiff
06.2016 - 08.2019
  • Developed strong organisational skills in my role at Wetherspoons.
  • Enhanced practical and social skills through polite customer interactions.
  • Demonstrated creative problem-solving and calmness under pressure in my current role.
  • Comfortable working both independently and as part of a team.
  • Proactive team player, supporting colleagues' well-being and achieving department goals, contributing to company bonuses.
  • Took a methodical, safety-conscious approach in hazardous environments, completing relevant health and safety training.
  • Physically fit with the stamina to work long hours in any weather.
  • Honed customer service skills through daily face-to-face interactions and attention to customer needs.

Education

A-Levels -

Cardiff and Vale College
Cardiff
08.2014 - 08.2017

GCSEs -

Stanwell School
Penarth, Vale of Glamorgan
08.2010 - 08.2014

Skills

    Financial Crime & Fraud Prevention

undefined

Interests

Avid supporter of football, particularly Liverpool FC Enjoy attending matches at Anfield

Keen interest in ice hockey

Spending time with my dogs

Exploring various music genres and attending live concerts
Passionate about food and trying new cuisines
Strong enthusiasm for travel and discovering new places

Timeline

Senior Lead Customer Due Diligence

Pleo
02.2025 - Current

Customer Due Diligence Team Manager

Starling Bank
02.2024 - 02.2025

Payment Fraud Prevention Senior Investigator

Starling Bank
09.2021 - 02.2024

Payment Fraud Prevention Specialist

Starling Bank
03.2021 - 09.2021

Customer Service Representative

Starling Bank
12.2019 - 02.2021

Bar Associate

Wetherspoon
06.2016 - 08.2019

A-Levels -

Cardiff and Vale College
08.2014 - 08.2017

GCSEs -

Stanwell School
08.2010 - 08.2014

Similar Profiles

CREATE PROFILE
Jamie Rhys PenberthySenior Lead Customer Due Diligence