Money Transfer Agents: Know Your Customers!

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September 16, 2014 presentation by John Schmarkey, CAMS, CFE and Jay Postma, CAMS, before Western Union's 2014 Consumer Protection & Compliance Conference. Covering BSA/AML, Culture of Compliance, Know Your Customer, Customer Identification Program, Customer Due Diligence, Socio-Economic profiling, Socio-Pathic profiling, etc.

Law

2014 Consumer Protection
& Compliance Conference
Agents:
Know Your Customers!

Consumer Protection &
Compliance Conference
2014
Objectives
Enhance risk management practices to
better mitigate risks
Protect business and make it more
profitable
Protect and serve your community –
be a good citizen
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Suspicious Activity
• Prevent
• Detect
• Report
• Assist
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Culture of Compliance
Signs of a lax, Non-Compliance Culture?
FinCEN’s Culture guidance – FIN-2014-A007
Advisory to U.S. Financial Institutions on Promoting a Culture
of Compliance
Engaged Leadership
Compliance not compromised by revenue interests
Appropriate internal information sharing
Adequate Human and Technological Resources
Effective Program- Independent, Competent Testing
Understand importance, utility of reporting
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Hard Target OR Soft Pushover
Do not compromise yourself
with exceptions
poor documentation
lack of focus or willpower
Will you be a wet noodle? Man or Mouse?
Official government ID - real, current
not expired
not international driver’s licenses
not “for novelty purpose only” ID cards
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
5

Consumer Protection &
Compliance Conference
2014
Customer Identification Program
Establishing a reasonable basis to believe person is who
he/she claims to be
Mickey Mouse? Elvis Presley? (I think not….)
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
6

Consumer Protection &
Compliance Conference
2014
What does KYC look like?
Before you can Know Your Customer, you need to
know your market.
How do I recognize a customer when I see him/her?
How do I distinguish a person coming in to buy
something that I don’t want to be a “customer”?
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
7

Consumer Protection &
Compliance Conference
2014
Solid Understanding of Market
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
8

Consumer Protection &
Compliance Conference
2014
Good Customer Interface
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
11

Consumer Protection &
Compliance Conference
2014
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
STOP!
Don’t be distracted
Make eye contact
Pay attention
Be alert
12

Consumer Protection &
Compliance Conference
2014
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
Look!
Be observant
Really look (not just see)
Observe demeanor
Detect signs of deception
13

Consumer Protection &
Compliance Conference
2014
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
Listen
Clear questions and answers
non-threatening
casual alertness
14

Consumer Protection &
Compliance Conference
2014
Who is this person?
Be friendly- you want customers to come back
Details- employment, occupation, title, where
other identifiers
does person actually live/work nearby?
family, friends, business associates, related customers
What might that tell us?
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
15

Consumer Protection &
Compliance Conference
2014
Levels of Knowing
New customer – simple remittance
Repeat remittance customer
Detailed information gathered from multiple tranx types
No interaction
Moderate interaction
Closely held, limited openness
Too open
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Training - Ongoing
Training –
not just once a year
can’t set it and forget it
do risk based refreshers throughout year
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Role Playing
Isn’t role playing just another way of…
inspect what you expect?
Allows you to demonstrate how to handle real life
scenarios effectively
Mystery shopping can help prove whether training is
effective or not
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Front Line Fraud Protection
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Elder Abuse
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Human Trafficking
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

Consumer Protection &
Compliance Conference
2014
Drug Trafficking
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
23

Consumer Protection &
Compliance Conference
2014
Thank you
Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.
24
Jay Postma, CAMS
President
MSB Compliance Inc.
Jay.Postma@MSBComplianceInc.c
om
John Schmarkey, CAMS, CFE
BSA/AML Compliance Specialist
MSB Compliance Inc.
John.Schmarkey@MSBComplianceInc.com
www.MSBComplianceInc.com
www.Twitter.com/MSBCompliance
Weekly newsletter: paper.MSBComplianceInc.com

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原件一模一样【微信：6496090 】【(Cranfield毕业证书)克兰菲尔德大学毕业证成绩单】【微信：6496090 】学位证，留信认证（真实可查，永久存档）原件一模一样/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。本公司拥有海外各大学样板无数，能完美还原。 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微6496090 【主营项目】一.毕业证【q微6496090】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！二.真实使馆公证(即留学回国人员证明,不成功不收费) 三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度) 如果您处于以下几种情况： ◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微6496090】 ◇面对父母的压力，希望尽快拿到； ◇不清楚认证流程以及材料该如何准备； ◇回国时间很长，忘记办理； ◇回国马上就要找工作，办给用人单位看； ◇企事业单位必须要求办理的 ◇需要报考公务员、购买免税车、落转户口 ◇申请留学生创业基金留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才办理(Cranfield毕业证书)克兰菲尔德大学毕业证【微信：6496090 】外观非常简单，由纸质材料制成，上面印有校徽、校名、毕业生姓名、专业等信息。办理(Cranfield毕业证书)克兰菲尔德大学毕业证【微信：6496090 】格式相对统一，各专业都有相应的模板。通常包括以下部分：校徽：象征着学校的荣誉和传承。校名:学校英文全称授予学位：本部分将注明获得的具体学位名称。毕业生姓名：这是最重要的信息之一，标志着该证书是由特定人员获得的。颁发日期：这是毕业正式生效的时间，也代表着毕业生学业的结束。其他信息：根据不同的专业和学位，可能会有一些特定的信息或章节。办理(Cranfield毕业证书)克兰菲尔德大学毕业证【微信：6496090 】价值很高，需要妥善保管。一般来说，应放置在安全、干燥、防潮的地方，避免长时间暴露在阳光下。如需使用，最好使用复印件而不是原件，以免丢失。综上所述，办理(Cranfield毕业证书)克兰菲尔德大学毕业证【微信：6496090 】是证明身份和学历的高价值文件。外观简单庄重，格式统一，包括重要的个人信息和发布日期。对持有人来说，妥善保管是非常重要的。

一比一原版(Cranfield毕业证书)克兰菲尔德大学毕业证如何办理

F La

The doctrine of harmonious construction under Interpretation of statute

DeepikaK245113

Relationship Between International Law and Municipal Law MIR.pdf

Kelechi48

Elective Course on Forensic Science in Law

Nilendra Kumar

Interpretation of statute topics for project

VarshRR

A condensed discussion on the famous commentary on the elucidated criminal procedure code by R V Kelkar. R V Kelkar's Cr.PC is a celebrated book in the legal fraternity which has helped many aspiring as well as practicing advocates in understanding and interpreting the nuances of the criminal procedure code. This is a series of 30 PPTs based on the 30 chapters of the book by R V Kelkar. This series of presentations presents a condensed discussion upon this book to help students as well as lawyers to access its content on a handy basis. This ppt is based upon the first chapter of the book.

Analysis of R V Kelkar's Criminal Procedure Code ppt- chapter 1 .pptx

advabhayjha2627

原版纸张【微信：6496090 】【(USYD毕业证书)澳洲悉尼大学毕业证成绩单】【微信：6496090 】学位证，留信认证（真实可查，永久存档）offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。本公司拥有海外各大学样板无数，能完美还原海外各大学 Bachelor Diploma degree, Master Degree Diploma 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微6496090 留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微6496090 办理(USYD毕业证书)澳洲悉尼大学毕业证【微信：6496090 】外观非常简单，由纸质材料制成，上面印有校徽、校名、毕业生姓名、专业等信息。办理(USYD毕业证书)澳洲悉尼大学毕业证【微信：6496090 】格式相对统一，各专业都有相应的模板。通常包括以下部分：校徽：象征着学校的荣誉和传承。校名:学校英文全称授予学位：本部分将注明获得的具体学位名称。毕业生姓名：这是最重要的信息之一，标志着该证书是由特定人员获得的。颁发日期：这是毕业正式生效的时间，也代表着毕业生学业的结束。其他信息：根据不同的专业和学位，可能会有一些特定的信息或章节。办理(USYD毕业证书)澳洲悉尼大学毕业证【微信：6496090 】价值很高，需要妥善保管。一般来说，应放置在安全、干燥、防潮的地方，避免长时间暴露在阳光下。如需使用，最好使用复印件而不是原件，以免丢失。综上所述，办理(USYD毕业证书)澳洲悉尼大学毕业证【微信：6496090 】是证明身份和学历的高价值文件。外观简单庄重，格式统一，包括重要的个人信息和发布日期。对持有人来说，妥善保管是非常重要的。

一比一原版(USYD毕业证书)澳洲悉尼大学毕业证如何办理

A AA

原版纸张【微信：6496090 】【(UM毕业证书)美国密歇根大学安娜堡分校毕业证成绩单】【微信：6496090 】学位证，留信认证（真实可查，永久存档）offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。本公司拥有海外各大学样板无数，能完美还原海外各大学 Bachelor Diploma degree, Master Degree Diploma 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微6496090 留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才 1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微6496090 如果您处于以下几种情况： ◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微739014279】 ◇面对父母的压力，希望尽快拿到； ◇不清楚认证流程以及材料该如何准备； ◇回国时间很长，忘记办理； ◇回国马上就要找工作，办给用人单位看； ◇企事业单位必须要求办理的 ◇需要报考公务员、购买免税车、落转户口 ◇申请留学生创业基金留信网认证的作用: 1:该专业认证可证明留学生真实身份 2:同时对留学生所学专业登记给予评定 3:国家专业人才认证中心颁发入库证书 4:这个认证书并且可以归档倒地方 5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息 6:个人职称评审加20分 7:个人信誉贷款加10分 8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才办理(UM毕业证书)美国密歇根大学安娜堡分校毕业证【微信：6496090 】外观非常简单，由纸质材料制成，上面印有校徽、校名、毕业生姓名、专业等信息。办理(UM毕业证书)美国密歇根大学安娜堡分校毕业证【微信：6496090 】格式相对统一，各专业都有相应的模板。通常包括以下部分：校徽：象征着学校的荣誉和传承。校名:学校英文全称授予学位：本部分将注明获得的具体学位名称。毕业生姓名：这是最重要的信息之一，标志着该证书是由特定人员获得的。颁发日期：这是毕业正式生效的时间，也代表着毕业生学业的结束。其他信息：根据不同的专业和学位，可能会有一些特定的信息或章节。办理(UM毕业证书)美国密歇根大学安娜堡分校毕业证【微信：6496090 】价值很高，需要妥善保管。一般来说，应放置在安全、干燥、防潮的地方，避免长时间暴露在阳光下。如需使用，最好使用复印件而不是原件，以免丢失。综上所述，办理(UM毕业证书)美国密歇根大学安娜堡分校毕业证【微信：6496090 】是证明身份和学历的高价值文件。外观简单庄重，格式统一，包括重要的个人信息和发布日期。对持有人来说，妥善保管是非常重要的。

一比一原版(UM毕业证书)美国密歇根大学安娜堡分校毕业证如何办理

A AA

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一比一原版(OhioStateU毕业证书)美国俄亥俄州立大学毕业证如何办理

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一比一原版(OhioStateU毕业证书)美国俄亥俄州立大学毕业证如何办理

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Money Transfer Agents: Know Your Customers!

1. 2014 Consumer Protection & Compliance Conference Agents: Know Your Customers!

2. Consumer Protection & Compliance Conference 2014 Objectives Enhance risk management practices to better mitigate risks Protect business and make it more profitable Protect and serve your community – be a good citizen Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

4. Consumer Protection & Compliance Conference 2014 Culture of Compliance Signs of a lax, Non-Compliance Culture? FinCEN’s Culture guidance – FIN-2014-A007 Advisory to U.S. Financial Institutions on Promoting a Culture of Compliance Engaged Leadership Compliance not compromised by revenue interests Appropriate internal information sharing Adequate Human and Technological Resources Effective Program- Independent, Competent Testing Understand importance, utility of reporting Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

5. Consumer Protection & Compliance Conference 2014 Hard Target OR Soft Pushover Do not compromise yourself with exceptions poor documentation lack of focus or willpower Will you be a wet noodle? Man or Mouse? Official government ID - real, current not expired not international driver’s licenses not “for novelty purpose only” ID cards Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 5

6. Consumer Protection & Compliance Conference 2014 Customer Identification Program Establishing a reasonable basis to believe person is who he/she claims to be Mickey Mouse? Elvis Presley? (I think not….) Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 6

7. Consumer Protection & Compliance Conference 2014 What does KYC look like? Before you can Know Your Customer, you need to know your market. How do I recognize a customer when I see him/her? How do I distinguish a person coming in to buy something that I don’t want to be a “customer”? Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 7

9. Consumer Protection & Compliance Conference 2014 What is normal & expected? Socio - Economic profile occupation education income ethnicity dress speech patterns Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

10. Consumer Protection & Compliance Conference 2014 Socio-pathic profile prevalent problems and issues in our neighborhood familiarity with types of people who may be perpetrating crimes in our neighborhood familiarity with types of victims locally Who is being taken advantage of in our community? Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 10 What is normal & expected?

12. Consumer Protection & Compliance Conference 2014 Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. STOP! Don’t be distracted Make eye contact Pay attention Be alert 12

13. Consumer Protection & Compliance Conference 2014 Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. Look! Be observant Really look (not just see) Observe demeanor Detect signs of deception 13

14. Consumer Protection & Compliance Conference 2014 Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. Listen Clear questions and answers non-threatening casual alertness 14

15. Consumer Protection & Compliance Conference 2014 Who is this person? Be friendly- you want customers to come back Details- employment, occupation, title, where other identifiers does person actually live/work nearby? family, friends, business associates, related customers What might that tell us? Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 15

16. Consumer Protection & Compliance Conference 2014 What services? Used, inquired about Cross selling is good business practice helps understand customer too may also help identify red flags Does person meet profile of what is expected for market? Does timing, frequency of transactions make sense? Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 16

17. Consumer Protection & Compliance Conference 2014 Levels of Knowing New customer – simple remittance Repeat remittance customer Detailed information gathered from multiple tranx types No interaction Moderate interaction Closely held, limited openness Too open Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

18. Consumer Protection & Compliance Conference 2014 Training - Ongoing Training – not just once a year can’t set it and forget it do risk based refreshers throughout year Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

19. Consumer Protection & Compliance Conference 2014 Role Playing Isn’t role playing just another way of… inspect what you expect? Allows you to demonstrate how to handle real life scenarios effectively Mystery shopping can help prove whether training is effective or not Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved.

24. Consumer Protection & Compliance Conference 2014 Thank you Western Union Confidential | ©2014 Western Union Holdings, Inc. All Rights Reserved. 24 Jay Postma, CAMS President MSB Compliance Inc. Jay.Postma@MSBComplianceInc.c om John Schmarkey, CAMS, CFE BSA/AML Compliance Specialist MSB Compliance Inc. John.Schmarkey@MSBComplianceInc.com www.MSBComplianceInc.com www.Twitter.com/MSBCompliance Weekly newsletter: paper.MSBComplianceInc.com

Money Transfer Agents: Know Your Customers!

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