Mahmood Enham

• Coordinated AML demarketing actions (account freezes, access restrictions, marketing opt-out, product deactivations) for high-risk or flagged accounts
• Liaised between AML, operations, product, legal, compliance, and business units to ensure timely execution of demarketing decisions
• Assessed alerts/transaction monitoring cases and recommended demarket actions consistent with AML policy / risk appetite
• Oversaw execution of demarket requests: verifying account status, updating systems, validating that restrictions are applied correctly
• Maintained tracking and audit logs of demarket actions (who, when, what, why) and produced reports for audit / oversight
• Provided subject matter expertise on demarketing guidelines, escalation thresholds, and control requirements
• Reviewed and validated demarket decision escalations (e.g. to senior AML, legal, or compliance)
• Monitored effectiveness of demarketing processes and identified gaps or errors for process improvement
• Participated in root cause analyses of demarket failures or escapes and recommended system/process fixes
• Developed and delivered internal training and guidance to frontline or operations teams on demarket criteria, workflows, and controls
• Managed vendor or third-party relationships if demarketing tools or external services were used
• Ensured demarketing actions complied with relevant regulations (e.g. AML, sanctions) and internal policies
• Prepared periodic dashboards / metrics on number of demarket actions, timeliness, errors, reversals, and related risk exposure
• Supported audits, reviews, and oversight of demarketing controls and remedial action plans
• Acted as escalation point for complex demarketing cases or ambiguous risk scenarios

• Lead an operations team of 18-20 Fraud Officers within a 24/7/365 Digital Online Banking environment

• Support5 other Digital & Branch Fraud Support teams as their Leader’s delegate.

• Conduct solid management routines aligned to one-on-one meetings, team huddles/meetings, talent

management discussions

• Lead my team to achieve team goals and targets in collaboration with observational coaching feedback

• Involved in the promotion of +10 Digital Officers in the past year as a Team Manager

• Assist with the onboarding and training of new Digital Fraud Team Managers

• Working alongside Fraud Operations and closely with DSA, CIS, and AML in the attempt to combat current fraud

and future fraud trends

• Working closely with RBC’s Leaves Management Team and Manulife to assist employees with their health

conditions and creating better work conditions and environment for employee sustainability

• Manage productivity through efficiency and effectiveness, while maintaining a high degree of accuracy

• Identify emerging fraud trends and lead my team through proper escalation protocols and mitigating losses

• Conduct call evaluations to quality check the work of digital officers on a monthly basis

• Taking ownership of high-risk calls which may include threat to self-harm cases

• Contacting 911 to request wellness checks

• Contacting RBC Protection Services to report and record cases

• Handling CARTs & high-risk escalations from Senior Management to de-escalate, resolve, and promote RBC’s

values with high valued clients

Back-up Digital Expert on the Digital Support Chat and providing Digital officers with well-informed advice

• Accountable for the resolution and/or work-around of escalated issues within CIC-Digital regarding the

mishandling of accounts or widespread issues concerning CIC-Digital Tools

• Assisting over 200 Fraud Officers daily within chat regarding live call questions/inquiries
• Provided guidance & knowledge within complex accounts
• Provided one on one coaching for Fraud Officers regarding more assistance on live calls and having better understand on call flow to reduce call time & improving efficiency
• Assist managers with File Audit Errors daily and ensure they are appropriately distributed to the Team Managers & Agents
• Completed outbounds regarding Client complaints regarding client experience & providing a resolution each time
• Delegate tasks within a team of five Digital Experts to ensure Agents are completing tasks within appropriate deadlines
• Complete custom bi-weekly coaching reports/PowerPoints for Coaches & Managers regarding agents which need extra focus.
• Self-motivated, with a strong sense of personal responsibility.
• Worked well in a team setting, providing support and guidance.
• Acted as a team leader in group projects, delegating tasks and providing feedback.

• Canceled Apple Pay/Google Pay Digital Wallets due to fraud/scam.
• Reviewed red flags on accounts/callers in regarding Fraud/Impersonation.
• Analyzed Interac E-transfers sent/received which clients may have been victim of fraud/scam.
• Completed Fraud claims & ensured all preventative measures have been completed to prevent Fraud.

• Handled complex fraud investigations, gathering critical evidence for successful case resolution and prosecution of offenders.
• Prevented accounts from going towards credit bureau with problem solving negotiations.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
• Contacted customers to discuss past-due accounts and negotiated payment plans.