Kiah Hogan

• Conducting thorough investigations for prevention of fraudulent activity, money laundering, outlining where controls failed and adding extra controls to accounts, whilst recording, reporting and summarising appropriately.
• Reviewing transaction alerts for identification of fraudulent activity.
• Fraud Oversight Group - raising concerns, contributing to solutions and enhancing QIPs Fraud Prevention Measures.
• Client screening, Adverse Media screening and Enhanced Due Diligence on High Risk Clients/Sanctions.
• Created and delivered Fraud awareness training to Client Services, using real life examples and commonly used tactics and red flags.
• Improvement to Tools and Forms, Client Services use to refer to us, to ensure correct capture of data required to drive efficiency.
• Clear, concise guidance when providing advice to the first line teams.
• Fraud Training & sharing QIP guidance and expertise to new starters/others.
• Information Requests for Law enforcement agencies to assist in investigations.
• Reviewing MI, to ensure efficient completion of all investigations queries to a high standard.
• Raising any trends, issues, material risks with the MLRO & relevant stakeholders.
• SARs - Raising appropriately if identified by myself or working on SARs raised by the business units.
• Allocation of work to my peers, based on individual skills, priorities whilst reallocating as necessary/answering basic queries.

I am currently working on the Screening Project, where I am assisting the Team Manager with the day to day running, a continuous drive on efficiency and coaching, training and on-boarding the new starters to achieve this. I am maintaining MI, delivering outcomes and the output of the project and raising any obstacles in a timely manner to ensure success.

• Leadership of a team of Customer Service Advisers & my Assistant Team Manager.
• Team development, on-boarding, probation management, performance management.
• Achieved higher team efficiency with regular training and mentoring sessions.
• Attendance to Managers Meeting and contributing to the smooth running of the overall department.
• Carrying out RCA.
• HR experience - Capability Hearings, Occupation Health, Maternity, Probation Management.
• Management of Priority Support, Recruitment for the department, Financial Crime (area champion), Vulnerable Customers, Client Suite and CASS/Risk & Control Lead.

• Supporting the Team Manager with the day to day running of the team, including regular performance reviews and improving team skills.
• Carrying out 121s, Return to Work interviews, team meetings & huddles.
• Feeding back audits, ad-hoc feedback & behavioural issues.
• Managed performance & coaching.
• Checking and finalising telephone withdrawals.
• Escalated Calls.
• Initiatives such as Priority Support, Recruitment, Continuous Improvement (Area Rep), Financial Crime (area champion), Client Suite and Moments That Matter.
• Conflict resolution, maintaining a collaborative working environment.

• Taking inbound calls and recording customer data.
• Trained & passed accreditation on a number of products.
• Built rapport with clients through empathetic handling of concerns.
• Liaised with Financial Advisers, customers and other Wealth Management Companies.
• Handled/recorded dissatisfaction.
• Buddy to new starters
• Adhered to strict policies & procedures - management warnings, breaches, logging dissatisfaction/vulnerability & CASS.