Melba Mathew
Toronto
Summary
Dedicated finance professional pursuing the Financial Compliance administration course at Seneca Polytechnic to enhance my knowledge about AML, Canadian regulatory laws and Compliance. I have 6+ years of financial services experience and possess knowledge of financial products, services and processes, seeking an opportunity in financial compliance related to AML / financial crime risk investigation, fraud prevention, enhanced due diligence (EDD), Know your customer (KYC) and other related fields. Hold ACAMS membership and working towards the CAMS certification.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Financial service representative
CIBC
05.2021 - Current
- Had professional and engaging customer interactions that enabled positive customer feedback. Handle about 60 inbound calls per day and make outbound calls based on the needs.
- Zero audit fails (QEF) on calls that indicated all steps followed were compliant with the policies and procedures and received appreciation for the same.
- Exceeded service standards with regards to average handling time (AHT), volume of calls handled and one call resolution (OCR)
- Assessed client’s financial situation and offered strategic financial planning solutions and checking if they prequalify for loans, secured and unsecured line of credit and received positive feedback from credit sales team for leads generated impacting my overall performance metrics
- Collaborated with team members to enhance client service experience
- Chosen to coach trainees on effective call handling
Insurance sales and service agent
Desjardins
03.2020 - 12.2020
- Issued policies for Automobile, Property and Commercial insurance to new and existing clients with a keen eye for accuracy and attention to detail achieving the monthly target of 90%
- Handling customer queries related to billing, renewal and negotiating range of risk coverage and various policy features in a highly professional and courteous manner
- Effectively communicating with various teams like underwriting, billing and claims department via email and over the telephone.
Collection agent
Gatestone & Co.
02.2019 - 01.2020
- Established efficient debt collection techniques by engaging in honest conversations with clients regarding their delinquent accounts and achieving collection targets.
- Transferred from level 1 to level 2 within a span of one month, the average tenure to move between levels is 3 months.
- Engaged in active listening to customer situations, following cues and ensuring best solutions are offered in terms of in-house payment programs
- Attended various training and coaching sessions to enhance collection strategies and skills
Technical Co-Ordinator
Northern Trust
07.2009 - 06.2014
- Engaged professionally with internal and external departments and functions to obtain details regarding the performance of various funds
- Collaborated with various teams and internal stakeholders to consolidate various aspects of financial reporting like late deals, contract notes, timeliness, AML, ASL, cash reconciliations, complaints and preparing graphs depicting investor dealing volumes (subscriptions/redemptions) and unit holders with 100% accuracy and submitting them to Relationship Managers of each fund.
- Analyzed process gaps and suggested improvements.
Senior Process Executive
Infosys BPO – AON health insurance
07.2006 - 06.2009
- Researched beneficiary records and provided a detailed and precise response to end-customer queries
- Generated reports which involved beneficiary notifications, enrollments and terminations monthly and sent to clients via emails using secure platforms
- Analyzed data through failure mode for critical sub-processes by developing FMEA
- Efficient at data entry, filing and uploading files on secure platforms.
Education
Financial Service Compliance administration
Seneca Polytechnic
01.2025
Master's - business administration
Vimal Jyothi Institute of Management & Research, Kannur University
01.2017
Bachelor's - science
Mount Carmel College, Bangalore University
01.2006
Skills
- Excellent communication, organizational, problem-solving skills and have a keen eye for detail
- Ability to handle large volume of work under stringent deadlines while maintaining a high degree of accuracy and ensuring compliance with policies and procedures
- Excellent team player, ability to work independently with minimal supervision
- Quick learner and ability to meet established deadlines in a fast-paced environment
- Proficiency with Microsoft Office applications
- Adept at using software like Multifonds, EXP AG, IOL, ERM, Certapay, COINS, ECIF
Certification
- Certified Anti-money Laundering Investigator (CAMI) – 2023-09
- Insurance Institute of Canada Other than life (OTL) – 2020-03
- Infosys BPO (Progeon) Ltd Six Sigma Yellow belt – 2009-02
- Pursuing the ACAMS certification, April 2025
Timeline
Financial service representative
CIBC
05.2021 - Current
Insurance sales and service agent
Desjardins
03.2020 - 12.2020
Collection agent
Gatestone & Co.
02.2019 - 01.2020
Technical Co-Ordinator
Northern Trust
07.2009 - 06.2014
Senior Process Executive
Infosys BPO – AON health insurance
07.2006 - 06.2009
Master's - business administration
Vimal Jyothi Institute of Management & Research, Kannur University
Bachelor's - science
Mount Carmel College, Bangalore University
Financial Service Compliance administration
Seneca Polytechnic
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