Customer Service: Making the Difference 1 & Fundamentals of AML/CFT/CFP for Intermediaries

Customer Service: Making the Difference 1

This is the first of a two (2) part series that is designed to enhance the skills of participants through educating them on customer service best practices.

 

Fundamentals of AML/CFT/CFP for Intermediaries

Insurance intermediaries will gain an understanding into the fundamental concepts of Anti-Money Laundering (AML), Terrorist Financing (TF) and Proliferation Financing (PF) within a local context, along with exposure to the governing legislation.

 

Customer Service: Making the Difference 1 At the end of this session, participants will gain an understanding and appreciation of customer service in the following topic areas:

• Importance of Answering the Telephone Professionally
• Importance of Promptness
• Professional and Courteous Communication
• Customer Experience
• How telephone professionalism influences business success
• Professionalism in the Reception Area
• Key Elements of Professionalism
• How excellent customer service fosters loyalty and encourages customers to stay with a company.

  Fundamentals of AML/CFT/CFP for Intermediaries

1. Understand the local context (social and economic impact) of AML/CFT/CFP from relevant illustrations.
2. Explain the fundamentals of concept of money laundering, typologies and the stages of ML cycle etc.
3. Identify and list similarities and differences between TF and ML.

  Mr. Ulric Miller is certainly no stranger to the Insurance Industry and has over 45 years’ experience. More specifically, his role as a TTII lecturer and trainer has spanned a diverse range of subject areas namely Long-term Insurance Business, AML/CFT/CPF, strategic planning and Ethics. His historical roots run deeply in the TTII, as he also served as President of the Council of Trustees. Regionally, he has held the position of 1^st Vice President of the Association of Insurance Institutes of the Caribbean (AIIC). He has also served as an adept change manager with special experience in leveraging IT, possesses a highly successful track record in Customer Relationship Management, Strategic Management and Scenario Planning. His unwavering dedication to leadership and management is reflected in his service as a member on various state and private boards.   Mr. Miller holds the designation as a Fellow of the Life Management Institute which demonstrates his in-depth knowledge and expertise in the field of long-term insurance management. Among his other accolades are Certified Anti-Money Laundering Specialist (CAMS) and Associate in Insurance Regulatory Compliance (AIRC).