Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Hobbies and interests
Timeline
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Hancel De Torres

Hancel De Torres

Santa Rosa

Summary

Dynamic KYC Analyst with over 15 years of experience enhancing customer satisfaction, sales, and ensuring compliance in the financial services sector. Proficient in risk analysis and customer account management, effectively identifying and mitigating potential financial threats. Committed to delivering exceptional service while adeptly managing complex cases, and adhering to regulatory standards. Strong analytical and communication skills facilitate collaboration, driving organizational success, and achieving business goals. A proven ability to support teams in maintaining high service excellence underpins a dedication to fostering positive customer experiences.

Overview

13
13
years of professional experience

Work History

KYC Analyst

ING
Manila
04.2022 - Current
  • Completes accurate KYC reviews (event-driven and time-driven) in a timely manner for existing clients.
  • Applies the KYC business rules with internal policies and procedures to obtain and analyze the necessary documents for each entity type.
  • Reviews publicly available sources of information to develop a thorough understanding of the client's activities.
  • Works with bankers in Belgium to source additional documentation if sufficient information is not publicly available.
  • Reviews client's accounts for suspicious financial transactions and assists in the organization's efforts to prevent money laundering, terrorist financing and other illicit financial activities.

Inside Sales Associate

Ingram Micro
Manila
07.2019 - 04.2022
  • Handled multiple corporate accounts and helped them place their orders into the system.
  • Worked with the sales team to collaboratively reach sales targets.
  • Coordinated with different vendors (Lenovo, Dell, Microsoft, Jabra, Panasonic, etc.) to provide the best discounts for the clients.
  • Handled special pricing requests to ensure completion within the customer service-level agreement.
  • Gathered information and data needed to process the orders.
  • Provided after-sales support and assisted customers with tracking their shipments.

Business Process Analyst

AIG
Manila
01.2012 - 05.2019
  • Handled customers' requests which are mostly complex and required efficient utilization of tools.
  • Answered inquiries, resolved problems, and complaints, and retained customers.
  • Followed timely, proper escalation protocol to ensure timely resolution of customer issues and concerns.
  • Navigated through multiple systems, and multi-tasked by documenting necessary information in a timely and efficient manner.
  • Handled different financial accounts, focusing on retaining customers.

Education

Bachelor's Degree in Entrepreneurial Management -

Polytechnic University of The Philippines

Skills

  • KYC review
  • Regulatory compliance
  • Anti-Money Laundering
  • Risk assessment
  • Document analysis
  • Client due diligence
  • Financial transaction monitoring
  • Customer service
  • Data analysis
  • Internal communication
  • Problem solving
  • Attention to detail
  • Research skills
  • Team collaboration
  • Customer Satisfaction
  • Sales
  • Business processes
  • Quality Management
  • Customer Relationship Management

Accomplishments

  • Dedicated KYC Analyst on the Fast Track team, specializing in urgent and high-priority KYC reviews for legal entity clients
  • Improved and implemented customer risk rating criteria, with KYC management and procedures for both consumer and corporate customers
  • Provided excellent customer service as the first point of contact via live chat, in-app message, and email support when I started as a Customer Care Analyst at ING
  • Received commendations from our resellers and clients for doing an excellent job helping them order thousands of computer and laptop units, as many companies and schools were switching to a remote work setup because of COVID-19 in 2020
  • Worked directly with the senior management and CEOs of our clients at Ingram Micro on a daily basis
  • Provided excellent customer service to thousands of policyholders when I was employed at AIG
  • Trained and supervised other analysts over a period of two years at AIG
  • Received customer service kudos from our Quality Management for exceeding monthly targets, with no errors, and escalations

Hobbies and interests

Traveling, Backpacking, Cycling, Singing, Photography, Vlogging, Social Media

Timeline

KYC Analyst

ING
04.2022 - Current

Inside Sales Associate

Ingram Micro
07.2019 - 04.2022

Business Process Analyst

AIG
01.2012 - 05.2019

Bachelor's Degree in Entrepreneurial Management -

Polytechnic University of The Philippines

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Hancel De Torres