DEVIKHA MAILAN
CDD - LDQA Specialist
Kuala Lumpur
Summary
Results-driven professional with 15 years of experience in the Financial Services industry. Known for efficiently completing tasks and delivering exceptional service. Thrives under pressure and possesses strong interpersonal skills. Adopts a customer-centric approach and consistently exceeds expectations. Committed to contributing to a dynamic team and continuously enhancing skills to make a positive impact.
Overview
16
16
years of professional experience
1
1
year of post-secondary education
3
3
Languages
Work History
CDD - LDQA Specialist
OKX Malaysia
09.2024 - Current
- Conducting regular evaluations of customer KYC,KYB,EDD and Name Screening process to access agent performance.
- Conduct root cause analysis of quality issues to identify systemic problems and develop action plans for improvement.
- Conduct relevant trainings for KYC,KYB,EDD and Name screening agent to ensure high quality score.
- Established the proper channels of QA assessment methodology as well as the qualifying criteria that reflects the business needs in ensuring we maintain a high-level of compliance standards in the business operation
- Develop standards to analyses quality monitoring data to identify trends, patterns, and areas of improvement, and provide recommendations for training and process enhancements
- Initiate calibration sessions within the operation, training, and product teams to establish process, define quality standards, ensure consistency/fairness, refine and refocus training
- Develop and maintain quality documentation and processes including quality nuances/scorecards, quality assurance departmental SOP, and other quality-related materials
Customer Due Diligence (CDD) Specialist
OKX Malaysia
08.2023 - 09.2024
- Conduct name screening against various external sanctions lists, PEPs, and other high-risk watchlists (e.g., OFAC, EU Sanctions, UN Sanctions, etc.).
- Investigate and assess alerts generated from screening systems for possible matches using Refinitiv system
- Determine the level of risk associated with potential matches, considering the context and available information.
- Requesting appropriate CDD/EDD documentation from customers to ensure that the AML onboarding process is complete in line with our AML policies and procedures
- Follow up on pending CDD/EDD requests ensuring that communication is issued with the relevant SLA's
- Investigating possible matches generated by the scanning application that the company uses to screen customers against sanctions, PEP's and adverse media news and ensuring the appropriate action is taken
- Provide information to management in respect of AML/CDD issues arising
Primary Banker
HSBC Bank Malaysia
10.2021 - 08.2023
- Act as the first line of defence for the bank and ensure all the onboarding customers are screened KYC and AML/CFT
- Act as a Brand Ambassador for HSBC Malaysia, delivering an exceptional customer experience through identifying and fulfilling all customer needs at first point of contact
- Operate within a customer-facing capacity in branch, generating revenue growth by meeting and exceeding customer needs, maximising opportunities across all retail customer segments by selling retail products and investments/insurance
Bermuda RFI Specialist
HSBC Data Processing (M) Sdn Bhd
10.2021 - 08.2023
- Respond to business partnerʼs requests for information (RFI) in a timely and clear manner in order to facilitate payment processings and/or due diligence
- Acquire the needed information through direct contact with customer without tipping off
- When information is not provided, impose and maintain appropriate account controls on customers
Global Support Executive - Premier Contact Centre (Bermuda)
HSBC Data Processing (M) Sdn Bhd
05.2020 - 10.2021
- Deliver high quality service to all (internal and external) customers, providing effective support, guidance and solutions for all their banking enquiries
- Continuously demonstrate HSBC Core Values and role model behaviour during conversation
- To perform accurate and efficient transactions and offer a high standard of courteous and professionals service to HSBC Premier customers
- To establish and keep good relationship with valuable customers by providing one-stop services
- To report customer feedback and collect market intelligence in order to seek continuous improvement in customer service
- Be familiar with local rules and regulations and internal guidelines and always keep alert for any suspicious Money Laundering activity and report to the relevant team
Global Support Executive - GBM Confirmations & Settlements (UK)
HSBC Data Processing (M) Sdn Bhd
12.2015 - 08.2018
- Performing confirmations and settlements for all Foreign Exchange, Non-deliverable and Money Market trades
- All FX trades to be confirmed and settled in accurate and timely manner
- Meeting customer service delivery within agreed operating guidelines and the respective currency payment cut-off time and due diligence requirements (Eg
- Phone confirmation, Reuters/Brokers confirmation checking)
- Ensure all trades and action are in compliant to the regulations
Global Support Executive - Premier Contact Centre (Canada)
HSBC Data Processing (M) Sdn Bhd
06.2009 - 12.2013
- Deliver high quality service to all (internal and external) customers, providing effective support, guidance and solutions for all their banking enquiries
- Continuously demonstrate HSBC Core Values and role model behaviour during conversation
- To perform accurate and efficient transactions and offer a high standard of courteous and professionals service to HSBC Premier customers
- To establish and keep good relationship with valuable customers by providing one-stop services
- To report customer feedback and collect market intelligence in order to seek continuous improvement in customer service
- Be familiar with local rules and regulations and internal guidelines and always keep alert for any suspicious Money Laundering activity and report to the relevant team
Education
Masters of Business Administration -
Unitar International
09.2020 - 09.2021
Skills
- Critical Thinking
- Problem Solving
- Time Management
- Customer Service
- Ability to Multitask
- Communication
- Soft Skill
- Team Work
Timeline
CDD - LDQA Specialist
OKX Malaysia
09.2024 - Current
Customer Due Diligence (CDD) Specialist
OKX Malaysia
08.2023 - 09.2024
Primary Banker
HSBC Bank Malaysia
10.2021 - 08.2023
Bermuda RFI Specialist
HSBC Data Processing (M) Sdn Bhd
10.2021 - 08.2023
Masters of Business Administration -
Unitar International
09.2020 - 09.2021
Global Support Executive - Premier Contact Centre (Bermuda)
HSBC Data Processing (M) Sdn Bhd
05.2020 - 10.2021
Global Support Executive - GBM Confirmations & Settlements (UK)
HSBC Data Processing (M) Sdn Bhd
12.2015 - 08.2018
Global Support Executive - Premier Contact Centre (Canada)
HSBC Data Processing (M) Sdn Bhd
06.2009 - 12.2013
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