Muhammad Syamil Samsul

Execute daily monitoring and resolution of Suspicious Activity Prevention (SAP) alerts to identify and neutralize potential financial threats in real-time

Synthesize complex case data from the National Fraud Portal to generate comprehensive ISTR (Internal Suspicious Transaction Reports) and ECDD (Enhanced Customer Due Diligence) reports, ensuring full compliance with regulatory standards

Curate and produce weekly manual mule registry reports, contributing to the broader institutional database used to track and block high-risk accounts

Manage and investigate Transaction Alert cases on an ad-hoc basis, applying critical thinking to identify irregular patterns and prevent fraudulent transfers

Manage sensitive outbound communications via phone and email, establishing professional rapport with customers to verify activity and provide high-quality service post-investigation

Assist and support the Section Leader in managing daily operations related to e-Channel products and services, focusing on fraud detections and deterrence

Enhance customer confidence and bank reputation by safeguarding e-Channel services against fraud, scam, mule attempts, ensuring trust in digital banking services

Provide operational support to the Digital Banking & Electronic Channel team to ensure interrupted business operations

Utilise the Fraud Management System (FMS) to detect fraudulent or suspicious transactions via Internet and mobile banking. Implement controls to mitigate risks such as man-in-the-middle attacks, transactional fraud, phishing and system compromises

Block MBIB accounts and related facilities immediately upon suspected or confirmed scam cases reportedly by the National Scam Response Centre (NSRC). Retrieve fund trails from various system depending on the type of fund transfer (e.g. Duitnow and IBG)

Review and analyze various documents provided by customer such Identity Card, Passports and Business Registrations to confirm customer authenticity

Ensure all customer due diligence and regulatory requirements are accurately documented and maintained in compliance with policies and law

Resolved customer inquiries through effective communication and product knowledge.

Processed orders and managed complaints to ensure customer satisfaction.

Utilized CRM software to track customer interactions and feedback.

Provided training and support to new team members on service protocols.

Maintained up-to-date knowledge of products and services for accurate assistance.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Managed collections of overdue accounts to minimize losses and maintain financial stability.

Utilized collection software to track account status and streamline communication with clients.

Negotiated payment plans with clients, enhancing customer satisfaction and retention rates.

Analyzed account data to identify trends, reducing delinquency through targeted outreach strategies.

Collaborated with legal teams on escalated cases to ensure compliance with regulations.

Developed training materials for new agents, fostering a collaborative learning environment.