Lillian Amibor

• Coordinated and managed the investigation and resolution of customer problems / concerns / complaints raised for business lines supported
• Conducted end-to-end reviews and resolved customer's raised complaints, ensuring legendary Customer Problem Resolution, speed, empathy, brand/risk and cost while identifying irritant/root cause to mitigate future complaints
• Ability to build and maintain strong working relations with cross functional teams
• Possess high degree of judgement and decision-making skills and integrity to process and handle confidential details with discretion
• Applied principles of fairness and interacted with external bodies and regulators for information and guidelines to recommend a compliant solution

• Managed a team of front-line advisors, promoted legendary customer and employee experiences to increase shareholder value
• Modeled and ensured staff and complied with bank/branch operating policies and procedures - to ensure necessary due diligence is applied and branch Operational Excellence objectives are achieved
• Leveraged leadership skills to identify deficiencies and opportunities to improve processes, procedures and internal controls and mitigate risks
• Responsible for general branch administration: blotter reviews, timely resolution of G/L imbalances to mitigate risk/losses; completion of Manager's Handbook activities and duties.

• Subject Matter Expert: continuously improved knowledge and expertise in branch operational risk and compliance; Responsible for oversight of operational risk and compliance at the branch level including Anti-Money Laundering, Know Your Customer and Know Your Business (AML, KYC, KYB)
• Monitored and supported ‘first time right' best practices by performing administrative and compliance activities for multiple retail branches - conducted weekly internal reviews, testing and risk assessments
• Reviewed all new personal, business, credit and investment accounts for compliance according to AML regulatory requirements and bank policies; escalated deficiencies as appropriate for resolution
• Used Microsoft Excel for daily reporting; responsible for timely communication of issues/deficiencies - tracked, escalated and assisted teams with resolutions
• Coached branch staff with regards to new processes and policies to ensure due diligence was applied; provided quarterly coaching – conducted huddles, developed and distributed communications to prepare teams for branch ROA/Audit
• Contributed to several ROA visits, Audit and AML/KYC reviews by supporting branches to achieve successful results and meet or exceed OpX goals

Front Row Centre Award Winner, 2014 (3rd Quarter), compliance and sales support activities for multiple branches