JONAS RAY BAUZON
Customer Due Diligence Officer / Compliance Officer
Metro Manila
Summary
Detail-oriented and compliance-focused Customer Due Diligence professional with experience in AML, KYC, and risk assessment within regulated environments. Strong understanding of Gaming regulatory requirements, transaction monitoring, source of funds verification, and enhanced due diligence processes. Proven ability to identify suspicious activity, mitigate financial crime risk, and ensure compliance with UKGC and international AML standards.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Customer Due Diligence Officer
William Hill Online | Evoke PLC
05.2022 - Current
- Conduct KYC and identity verification checks for new and existing customers.
- Perform Enhanced Due Diligence on high-risk players and PEPs.
- Review automated AML alerts and investigate suspicious transactions.
- Assess source of funds and source of wealth documentation.
- Monitor player behavior for indicators of money laundering or fraud.
- Escalate high-risk cases to MLRO or Compliance Manager.
- Maintain accurate case documentation for audit and regulatory review.
- Support responsible gambling checks and affordability assessments.
- Knowledgeable in using CRM tools like Zendesk, Openbet, RightNow Oracle, Dowjones.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Generated reports detailing findings and recommendations.
Customer Service Representative
William Hill Online | Evoke PLC
08.2020 - 05.2022
- Provide customer support via live chat, email, and phone in a fast-paced online gaming environment.
- Assist players with account-related issues including login problems, deposits, withdrawals, bonuses, and promotions.
- Verify customer identity in line with KYC and compliance requirements.
- Handle payment-related queries and liaise with the Payments and Risk teams when necessary.
- Identify and escalate suspicious activity to the Fraud or AML department.
- Support responsible gambling initiatives by recognizing and reporting high-risk behavior.
- Maintain accurate records of customer interactions within CRM systems.
- Resolve complaints efficiently while maintaining high customer satisfaction standards.
- Educate customers about terms & conditions, wagering requirements, and platform features.
- Meet and exceed KPIs including response time, resolution rate, and customer satisfaction score.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Science - Hospitality Management
01-2022
Skills
Customer Due Diligence (CDD) / KYC Compliance
Quality Assurance & Risk Mitigation
Regulatory Documentation Review
Third-Party Research & Data Validation
Certification
Social Media Certified
HubSpot Academy
Valid from Feb 9, 2026 – Mar 10, 2028
Timeline
Customer Due Diligence Officer - William Hill Online | Evoke PLC
05.2022 - Current
Customer Service Representative - William Hill Online | Evoke PLC
08.2020 - 05.2022
Jose Rizal University - Bachelor of Science, Hospitality Management