Revan أبو حمد

• Advise business lines on implementing compliance frameworks aligned with AML/CTF and applicable local
regulatory requirements.
• Lead risk assessment reviews for digital transformation initiatives, ensuring strong controls are embedded from
the start.
• Build compliance risk models using technology to strengthen monitoring systems and enhance control
effectiveness bank-wide.
• Collaborate with stakeholders to assess new products from financial crime and regulatory compliance
perspectives before launch.
• Enhance reporting metrics for KRIs and KPIs to better monitor financial crime risks across digital initiatives.
• Conduct regular policy reviews and recommend revisions to align with legal and regulatory developments
across jurisdictions.
• Deliver insights on key financial crime threats to help improve risk detection, analysis, and mitigation
frameworks.
• Guide departments in implementing practical controls for regulatory requirements and ensure full compliance
integration.
• Establish structured monitoring programs to evaluate the effectiveness of compliance programs and control
frameworks.

• Review newly opened accounts rated as “high risk”, provide compliance approvals for account opening and conduct further due diligence
• Prepare Regulatory Inventory Matrix (RIM) and Risk Control Matrix (RCM)
• Ensure comprehensive and effective bank procedures and framework to monitor and report on matters relating to global financial account tax compliance, regulation and legislation.
• ​Understand AML, FATCA, legislation in the relevant jurisdictions and provide day-to-day support and oversight to ensure full compliance
• Review policies and procedures, provide a compliance approval and make amendments to enhance the process in a way that covers all risks/gaps
• Specify and implement changes to system and process in line with technical change
• Analyze suspicious accounts and provide recommendations.
• Analyze alerts generated systematically or manually and present to the committee - if required
• Conduct Gap analysis to ensure that head office policies and procedures are reflected to local policies and procedures
• Analyze compliance risks and identify Controls and Recommendations
• Prepare monitoring processes/reports for all compliance Risks and Controls in coordination with bank departments and line of business.

• Supported development of risk-based monitoring programs and aligned internal procedures with evolving
regulatory standards.
• Drafted, reviewed, and delivered compliance reports for directors during scheduled risk and audit committee
meetings.
• Assisted with client screenings, conflict checks, and background reviews to support onboarding and reduce risk
exposure.
• Coordinated compliant onboarding processes, balancing regulatory requirements with customer experience
expectations.
• Delivered compliance training sessions for new employees and supported development of department-wide
refresher modules.
• Monitored updates to AML, FATCA, and CRS regulations to ensure procedures remained accurate and legally
compliant.
• Reviewed procedural documents and policies to maintain consistency with group-level compliance requirements.
• Guided system updates in response to technical changes impacting regulatory processes and compliance activities.
• Conducted gap analyses to align local procedures with group-wide compliance policies and regulatory expectations.

 Architect processes, systems, and information to work together in harmony.
 Capture As-Is process flows, gathering data and analyzing it to ease eliciting requirements.
 Develop To-Be process flows.
 Assist with the business case.
 Develop Business Requirements document.
 Conduct meetings with technical team to translate and simplify requirements.
 Develop master test plan and test cases.
 Participate in User Acceptance Testing (UAT).
 Prepare status updates reports and dashboards and submit it to top management.
 Prepare training materials.
 Conduct training sessions for end users.
 Follow up and support users for any issue that might come up after going live.
 Prepare for the post implementation review.

Project:
New customer on boarding (Account Open)

• Gathered and translated business requirements into compliance-focused solutions, ensuring alignment with regulatory obligations and
internal policies.
• Participated in onboarding initiatives, ensuring customer due diligence met legal and procedural standards.
• Identified compliance risks and developed control mechanisms to reduce violations and enforce consistent policy adherence.
• Built a centralized compliance library using automation tools to enhance knowledge sharing across business units.
• Designed follow-up systems to monitor implementation of compliance recommendations and internal audit findings.
• Interpreted regulatory trends and converted them into actionable business requirements and policy adjustments.
• Delivered training to promote adoption of compliance e-learning platforms across operational departments.
• Created standardized workflows and compliance control documentation to streamline regulatory procedure execution.
• Partnered with cross-functional teams to foster a compliance-oriented culture and reinforce regulatory accountability.

 Adopt and use exceptional CRM techniques and programmes to be able to manage difficult customer situations, promptly respond to the needs of the customers, solicit feedback to improve service, respond to request for service/assistance.
 Receive, investigate and respond to all customer inquires. Effectively resolve disputed collection items.
 Provide timely feedback to the company regarding service failures or customer concerns.
 Ensure good verbal and oral communication, ability to comprehend, capture, and interpret basic customer information, ability to communicate customer requirements to the concerned person.
 Establish a working relationship with the customers by communicating via mail, telephone, or personally with customer.
 Partner with account managers to meet and exceed customer’s service expectations. Ensure things are done right the first time thus minimizing waste in terms of time and effort leading to customer satisfaction.
 Cross functional interaction with other departments with the purpose of delivering optimum service levels to the customer. Provide vitality to Bounce by generating and maintaining correspondence.

• Used CRM software to efficiently resolve customer complaints while maintaining excellent service standards.
• Investigated customer issues and provided accurate, timely resolutions aligned with internal policies and procedures.
• Managed collection disputes by negotiating repayment terms, protecting revenue while preserving client relationships.
• Recorded client feedback to inform improvements in customer support procedures and service quality initiatives.
• Collaborated with internal teams to resolve complex customer service issues and escalated complaints.
• Maintained client data integrity while managing high-volume service requests and transactional updates.
• Recommended service innovations based on recurring client feedback and trend analysis.

 Process standard  transactions according to approved process standards
 Escalate suspicious transactions or  behavior accordingly
 Consistently process transactions in a shorter amount of time, and always accurately
 Able to handle more complex/ exceptional transactions within set process standards
 Identify and escalate process improvement or cost reduction solutions
 Identify opportunities for customer to use alternative channels to meet needs e.g.
Intranet site,   telephone banking etc.
 Identify customers initial financial needs
 Timely resolution of basic customer queries
 Refer customers to appropriate sales colleagues
 Provide a consistent and professional approach to customer service
IFICATIONS


All original documents will be furnished upon request

original documents will be furnished upon request

Deliver an engaging experience, leading to repeated profitable business from
Customer.

• Executed day-to-day banking transactions in compliance with internal protocols and service quality benchmarks.
• Identified suspicious activities and escalated transactions for further investigation by compliance departments.
• Met all accuracy and productivity targets for transaction processing and customer assistance performance metrics.
• Handled complex financial transactions while maintaining composure and adhering to customer service protocols.
• Promoted digital banking services, encouraging customers to transition to efficient self-service platforms.
• Resolved customer questions and concerns, routing them to specialized departments when necessary.
• Delivered excellent service while maintaining confidentiality and professionalism in all customer interactions.
• Ensured proper documentation of service requests and compliance with customer identity verification procedures.

 Ensure good quality applications are sourced.
 Ensure accuracy of applications.
 Improve on sales from existing and potential clients.
 Maintain excellent levels of customer service and client rapport.
 Serves as contact for bank services. Liaison between banks and internal departments to resolve problems related to such banking services.
 Maintains comprehensive files describing services, pricing arrangements, authorized signers, processing signers and key banking contacts

Bank Jordan
• Processed loan and credit card applications, ensuring completeness and alignment with risk and policy standards.
• Coordinated with internal departments to address and resolve customer issues efficiently and accurately.
• Maintained organized records of client documents, service requests, and pricing agreements for compliance reviews.
• Conducted needs assessments to recommend suitable banking solutions and promote long-term customer engagement.
• Followed up with clients post-service to ensure satisfaction and provide additional product support when needed.
• Recorded daily customer interactions to help track performance and identify potential service improvement areas.
• Fostered a positive branch environment through collaboration and efficient handling of walk-in customers.