1. Diana Mwila
120 St Ann’s, Barking, IG11 7AD
07947584006
PROFILE
An adaptable, articulate andhardworking professional who has invaluable expertise in the
KYC (Know Your Customer) policies and practices. An analyst who is prepared to manage
risk and meet profitable goals for companies through research, detailedrecords and solid
communication skills.A proactive team player who is well organised with the ability to
manage own work load and meet individual targets at all times.
W ORK EXPERIENCE
JP Morgan Nov 2014 – Present
KYC Remediation An alyst
• Assisting the banking team with completing all requiredsections in the KYC record
i.e. Enhanced Due Diligence- PEPs, bearer share, Customer Identification Program,
Customer Due Diligence, Enhanced Due Diligence andAnti Money Laundering.
• Obtaining in depth understanding of the client profile including Source of Wealth
Corroboration, Organisational Structure, business activities, PEP relationships,
links to high risk jurisdictions and industries.
• Complete full due diligence on varying entity types including SPV's, Trusts, Hedge
Funds, Correspondent Bank, High Wealth Individuals(this is done on clients of
multiple different risk ratings i.e. low, medium and high)
• To review/decide/escalate as appropriate PEP and sanction referrals alertedon the
customer data base.
• Reviewing (KYC) records for all entities andensuring all documents are up to
standard.
• EMEA Private Banking
 Subject Matter Expert for E&Y- KYC tool
 Proactively engaging teams across the business to ensure client data is consistent
and relevant i.e. Private bankers, Senior Management, Risk, Compliance, GFCC and
Quality Assurers.
 Summarising the results of RRC meetings on the ticket (date of meeting, attendees,
mitigants and outcome)
 Good understanding of KYC and AML requirements for various client types and
ability to identify client document requirements
Del oitte
Past Bu siness Review & Compl iance Case Handler Feb 2013 – Nov 2014
 Assessing the advice given to customers when they took credit with PPI attached
 Reviewing the suitability of the PPI to individual customers taking into consideration
their respective circumstances at point of sale.
 Adhering to the bank’s regulatory guidelines by analysing customer data, obtaining
relevant documentation to meet KYC requirements andensuring all client files are
compliant.
 Manage own workload making sure it is within the timescales involvedwith all open
past business reviews in order for accurate MI reports.
 Responsible for activities alignedwith KYC principles including customer contact,
undertaking customer due diligence review and remediation.
 Implementing changes to the guideline on complaint review so that they are in line
with FCA principles and regulations.
 Thoroughly investigating past business review cases ensuring evidence is gathered
so that an accurate and fair recommendation can be established.
 Drafting chaser letters for incomplete information and sending out holding letters if
the timescale of a complaint has to be extended due to extenuating circumstances.

2. Diana Mwila
120 St Ann’s, Barking, IG11 7AD
07947584006
 Responding to growing compliance issues over the poor practices used by some
CMCs when presenting claims for mis-sold PPI.
 Maintaining up to date client information and uploading accurate customer data
onto the client management systems in line with operational procedures
 Handling incoming and outbound calls, using customer verification proce dures and
data protection.
 Providing referrals to the relevant departments and handing off complaints or
queries on customer mortgages, credit cards, etc.
 Performing redress calculations on upheld cases, process payments and writing final
response letters to cases defended.
 Making decisions on whether to accept or reject new claims in line with FCA/TCF
regulations, in house client procedures and internal quality assessors.
ASDA Stores Aug 2008 – May 2013
Checkout Operator/Customer Service Desk
 Resolve customer complaints
 Answer customer’s questions and provide information on procedures and policies.
 Cash handling
 Providing a warm and friendly service to the customers at all times
 Helping customers on the self-service tills, assisting them by getting products they
may need.
 Continually developing an understanding of the company’s culture, products and
reflect this in everyday performance
Admin Assistant
 Supporting department managers by ensuring all staff members in each department
are adequately trainedin their respectedroles and all files updated
 Recording daily book stock and net values
 Ability to multi-task and manage a challenging and variedworkload
 General office management knowledge and experience including facilities,
scheduling meetings,faxing,filing,photocopying,accepting inbound calls, sorting mail
and coordinating office hospitality.
EDUCATION
 Sept 2008 – Jun 2011, University of East London, BA Hons Business Finance (2:1)
 Feb 2006 – Sept 2008, New ham College of Further Education, BTEC National
Diploma in Business (Distinction)
 Sep2004 – Feb 2006, City of London College, Certificate in Business Administration
SKILLS
Team working, ICT literate in word, power point and excel, Communication andorganisational
skills
INTERESTS
Socialising, Reading spiritual books, listening to music
REFERENCES: These are available upon request