Sharon Parmar
Auckland
Summary
Outstanding customer service skills with proven experience in a customer focused role within the financial sector. An employee with skills and knowledge of AML/ CFT and Compliance requirements, servicing wide range of regulatory and operational controls testing
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Analyst- Global Client Onboarding
Commonwealth Bank of Australia
11.2023 - Current
- KYC activities for New to Bank clients or for Ongoing Customer Due Diligence for existing clients (Periodic Review & Remediation)
- Maintaining an ongoing customer due diligence program to ensure IB&M meets KYC periodic review objectives
- Completing/reviewing KYC risk assessments by undertaking due diligence procedures, identification and dispositioning of PEPs, material negative news and sanctions assessments
- Interacting across all business areas and across global teams (Australia, NZ, US, UK, HK and Singapore) and collaboration with risk and product management teams
- Stakeholder and Client engagement: Liaise directly with clients to collect relevant information and act as Point of Reference for KYC related queries, while providing a excellent customer experience
- Perform screening using World-check and google string.
Analyst- Customer Verification Service
Commonwealth Bank of Australia
02.2020 - 11.2024
- Collecting information from front line staff and customers to complete the onboarding of Retail banking and Business banking customers
- Completing 4 eye check on cases completed by other analysts
- Providing coaching to the analyst
- Sending daily stats to the team
- Completing Root cause analysis on critical errors
- Managing precom remediation control report
- Leading follow up team within CVS, including allocation, daily report and to make sure all oldest follow ups are worked on a timely manner
- Dealing with complaints and investigate complex cases
- Liaising with customers and informing them on regulatory obligations.
Team Leader
Ocwen Financial Services
03.2013 - 09.2018
- The team’s aim was to support the business by managing risk framework, quality assurance and best practice implementation – both from a regulatory and operations perspective
- Conduct monthly compliance reviews and report to senior manager on exceptions and trends
- Assist in assessment and implementation of FDCPA and TCPA regulations
- Prepare and update compliance documents
- Perform 2nd level review on exceptions identified by the team
- Present test results to relevant business units and seek root cause and action plan for the exceptions identified
- Co-coordinate with various business units to seek closure on critical issues
- Evaluate management action plans provided by the business unit
- Maintain and update appropriate documentation to evidence test of requirements and management remediation
- Propose risk rating to the business units for exceptions identified and accepted by the team
- Test the controls put in place
- Ensure that the risk checklists are completed, approved and filed appropriately for engagements that are being closed
- Work with various business unit and process owners to review and test internal systems and processes
- Contribute ideas and recommendations for focus areas to continuously improve
- Perform monthly quality check on the audits performed by the team
- Conduct root cause analysis on customer complaints
- Responsible for preparing executive reports on a weekly and monthly basis.
Subject Matter Expert
Firstsource Solutions Pvt. Ltd.
09.2007 - 03.2013
- Responsible for resolving customer’s complaints on escalated issues
- Track and maintain performance reports
- Facilitate training on process improvement
- Active participant in a Six Sigma Black Belt project on customer satisfaction
- Identify critical areas of development and conduct refresher training on the operations floor.
Education
Bachelors of Commerce -
Mumbai University
Mumbai03-2013
Skills
- Client Relationship Management
- Strong ability in attention to detail and a high degree of accuracy
- Demonstrated ability solve problems rapidly
- Strong internal and external customer service ethic and focus
- People Management
Accomplishments
Commonwealth Bank:
- Successfully completing project of onboarding 500 entities in GCO
- Senior Analyst – GCO (IB&M)
- Acting Senior Analyst for CVS
- Multiple recognition for CBA values
- Quality Assurance recognition for September 2020
Ocwen Financial Services:
- Awarded as Best Team Leader in 2018
- Appreciation received from the Senior Management on setting up Compliance Testing in 2016
- Best Senior Quality Specialist in 2016
- Promoted to Senior Quality Specialist in 2015
- Top performer for in 2013
- Received credit for successful completion and implementation of Customer Call Back project that enhanced the overall customer experience in 2013
Firstsource Solutions Pvt. Ltd.:
- Best Subject Matter Expert for the year 2009
- Member of a project (C-satisfaction)
Key Highlight
Outstanding customer service skills with proven experience in a customer focused role within the financial sector. Expertise in AML/ KYC. An understanding of various entity ownership structures including Trust, Partnership, companies and associations. Proven expertise in identifying risks and recommending improvements to achieve the required standards. Monitor and test controls. Manage upto eight Quality Assurance Analysts responsible for performing compliance audits and audits for the Contact Center (call monitoring). Successfully led multiple projects to extemporize customer experience.
Certification
- Financial Crime - Management and Reporting (Griffith University)
Languages
English
Professional
Hindi
Limited
Marathi
Limited
Gujarati
Limited
Personal details
Contact No. : +64 21 79 4546
Email ID: sharonparmar1988@gmail.com
Address: Henderson, Auckland
Timeline
Senior Analyst- Global Client Onboarding
Commonwealth Bank of Australia
11.2023 - Current
Analyst- Customer Verification Service
Commonwealth Bank of Australia
02.2020 - 11.2024
Team Leader
Ocwen Financial Services
03.2013 - 09.2018
Subject Matter Expert
Firstsource Solutions Pvt. Ltd.
09.2007 - 03.2013
Bachelors of Commerce -
Mumbai University
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