Conoce a su cliente? CONOCES A TU CLIENTE? 1 6 D E J U L I O D E M A R I S E L MELÉ N D E Z A P O N T E, M A

Transcripción

1 Conoce a su cliente? CONOCES A TU CLIENTE? M A R I S E L MELÉ N D E Z A P O N T E, M A 1 6 D E J U L I O D E

2 Conoce a tu cliente

3 Tu cliente y tú Amor eterno?

4 Tu cliente y tú Divorcio seguro?

5 No tienes idea de quién soy

6 Tú y ellos

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8 Riesgo El riesgo es la amenaza concreta de daño que yace sobre nosotros en cada momento y segundos de nuestras vidas, pero que puede materializarse en algún momento o no, por ejemplo, cuando salimos a la calle estamos expuestos a una innumerable cantidad de circunstancias riesgosas, como ser una maceta o un balcón que se desplome sobre nuestra humanidad, un asalto, etc. Cualquier situación o cosa plausible de provocarnos algún tipo de daño es un riesgo.

9 Prevención de riesgo Prevención hace referencia a la acción y efecto de prevenir. El concepto, por lo tanto, permite nombrar a la preparación de algo con anticipación para un determinado fin, a prever un daño o a anticiparse a una dificultad, entre otros significados.

10 Riesgo Operacional

11 Riesgo reputacional H:\Asobancaria\Banco de Puerto Rico pagará multa para evitar acusación criminal.docx

12 Es posible la Previsibilidad?

13 Divorcio de la marca cuando los empleados ya no están comprometidos

14 Relación entre las causas de baja satisfacción del cliente Low Customer Satisfaction 0/3 Poor Materials 1/1 High Pricing 2/1 Low Quality Product 1/3 Bad Design 2/1 Unskilled Employees 4/2 Lack of Training 1/1 Poor Support 1/4 Long Hold Times 1/1 Wrong Answers 1/1 Bad Hiring 1/1 Ineffective Marketing 1/1 Faulty Market Surveys 1/1 Low Staffing 2/1 HR Management 3/0

15 Cultura de cumplimiento 1. Capacitación a todos los niveles de la empresa 2. Identifica intereses y motivos de los empleados 3. Establece programa de incentivos y/o reconocimientos 4. Reta el conocimiento de los empleados constantemente 5. Lleva un registro de la capacitación ofrecida 6. Celebra la ética y los valores de la empresa 7. Establece procesos claros de verificación (video Casino)

16 Procesos de verificacion: unos observan a otros

17 Hablemos de debida diligencia 1. Acercamiento de empleados de línea a los clientes 1. Entienden la importancia de conocer al cliente? 2. Estan comprometidos con la empresa? 3. Cultura de cumplimiento 2. Recursos disponibles en tu empresa 1. Empleados 2. Fuentes del estado 3. Fuentes en las redes 4. Prensa 5. Otras fuentes 3. Seamos honestos en ciertas ocasiones la verdad es difícil

18 Seamos honestos: salgamos del closet

19 LD en Casinos FL- The Seminole Tribe's former operations manager and two business partners have been charged in a 15-count federal indictment with conspiracy to embezzle $2.77-million from the tribe and with using a shell company to launder the money through Belize. Accused of conspiracy, embezzlement from an Indian tribe, illegal monetary transactions and money laundering are former Seminole operations manager Timmy W. Cox, tribal computer services consultant Danny Wisher and Wisher's son-in-law, Michael Crumpton. (The Seminoles operate several gambling institutions in Florida) The Nevada Gaming Commission in June unanimously approved a $5 million fine against MGM Mirage to end a state's civil case alleging The Mirage failed to file almost 15,000 federal anti-money laundering reports in 2001 and Such Regulation 6A reports are filed with the Treasury Department's Financial Crime Network and are used to track large cash transactions by individuals in casinos.

20 LD en Casinos Christopher Morishita, the former anti-money laundering compliance officer for The Mirage, admitted he deliberately failed to file the required cash transaction reports over an 18-month period and lied to his supervisors to cover up his actions. Park Place Entertainment agreed to a $75,000 settlement on Feb. 28 after finding it failed to file two transaction reports in December 2000 and December Station Casinos has been under investigation since April for its failure to file regulation 6A reports. That investigation is alleged to involve hundreds of reports

21 REPORTES SOMETIDOS POR INSTITUCIONES FINANCIERAS ATAN GRUPO DE APUESTAS A TRANSACCIONES ESTRUCUTRADAS EN CASINOS

22 REPORTES SOMETIDOS IDENTIFICAN CUENTAS Y TRANSACCIONES RELACIONADAS A UNA COMPANIA DE JUEGO ILEGAL

23 FINCEN MULTA AL TRUMP TAJ MAHAL CASINO POR USD$10M POR VIOLACIONES SIGNIFICATIVAS Y RECURRENTES SOBRE LD

24 SDREPORTES SOMETIDOS IDENTIFICAN CUENTAS Y TRANSACCIONES RELACIONADAS A UNA COMPANIA DE JUEGO ILEGAL

25 OFICIAL DE CASINO YA NO PODRA TRABAJAR EN NINGUNA INSTITUCION FINANCIERA

26 IDENTIFICANDO AL BENEFICIARIO REAL DE LAS TRANSACCIONES

27 AVISO SOBRE CULTURA DE CUMPLIMIENTO

28 Ellos saben que. Algún día encontrarán a alguien a quien no le interese su pasado porque quieren ser su FUTURO

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30 FFIEC CORE EXAMINATION OVERVIEW AND PROCEDURES FOR REGULATORY REQUIREMENTS AND RELATED TOPICS Customer Identification Program Overview Objective. Assess the bank s compliance with the statutory and regulatory requirements for the Customer Identification Program (CIP).

31 FFIEC All banks must have a written CIP. 40 Refer to 12 CFR (b), 211.5(m), (j) (Board of Governors of the Federal Reserve System)(Federal Reserve); 12 CFR 326.8(b) (Federal Deposit Insurance Corporation)(FDIC); 12 CFR 748.2(b) (National Credit Union Administration)(NCUA); 12 CFR (Office of the Comptroller of the Currency)(OCC); and 31 CFR (FinCEN). The CIP rule implements section 326 of the USA PATRIOT Act and requires each bank to implement a written CIP that is appropriate for its size and type of business and that includes certain minimum requirements

32 FFIEC Customer Information Required The CIP must contain account-opening procedures detailing the identifying information that must be obtained from each customer. 45 When an individual opens a new account for an entity that is not a legal person or for another individual who lacks legal capacity, the identifying information for the individual opening the account must be obtained. In contrast, when an account is opened by an agent on behalf of another person, the bank must obtain the identifying information of the person on whose behalf the account is being opened. At a minimum, the bank must obtain the following identifying information from each customer before opening the account: 46. For credit card customers, the bank may obtain identifying information from a third-party source before extending credit. Name. Date of birth for individuals. Address. 47 Identification number. 48 Based on its risk assessment, a bank may require identifying information in addition to the items above for certain customers or product lines.

33 preguntas

34 Contacto Marisel Meléndez, MA Director of Surveillance and Compliance Officer International Hospitality Group, CASINO DEL SOL at Courtyard by Marriott Isla Verde Beach Resort Office: Mobile: I LIVE to inspire others through my Leadership, Ideals, Values and Execution" mm