Rutvik Patel

Experience

• 

  GlobalPass AG

  Oct 2021 - now

  -Established a clear communication channel and processes with clients. From demo of portal, to trial set up, to onboarding clients on GlobalPass AG.-Divided the support processes into CDD, technical and legal cases, resulting in 40% improvement in query resolution time and customer satisfaction.-Developed an extensive knowledge base of GlobalPass tool to ease integration process, solving frequently asked queries and improve client's understanding of portal. Can be found at help.globalpass.ch-Coordinated with sales, product, compliance and tech teams to ensure customer compliance with regulatory changes. Show less -Successfully managed and mentored a team of KYC professionals, increasing productivity by 20% and reducing error rates.-Redesigned workflows to improve efficiency, reducing false-positives rate by 25% while maintaining compliance.-Effectively communicated KYC risk and performance metrics to senior leadership, influencing strategic decisions.- Assisted in expansion of team members to build a team of top performers.-Developed and implemented comprehensive training programs for KYC analysts, leading to a 30% improvement in quality and accuracy of customer assessments. Show less -Conducted thorough customer due diligence investigations, ensuring compliance with regulatory requirements and minimizing risk exposure. Achieved 100% accuracy in verifying customer identities and documentation.-Collaborated with cross-functional teams to implement enhanced KYC processes and procedures, resulting in a 25% reduction in onboarding time while maintaining regulatory compliance.-Successfully identified and escalated high-risk customer profiles, leading to the prevention of potential money laundering activities and mitigating reputational risk for the organization. Show less

  • Customer Support Manager

    Apr 2023 - now

  • KYC Team Lead

    Jul 2022 - Apr 2023

  • KYC Analyst

    Oct 2021 - Jul 2022