Customer Experience vs AML/CFT Obligations

Compliance with Anti-Money Laundering and Counter-Terrorism Financing (AML/CFT) obligations remains a fundamental mandate for subject persons. However, managing the operational demands of onboarding and continuous monitoring continues to create friction that can affect the customer experience. This challenge is more urgent than ever as regulators demand greater consistency, transparency, and enhanced effectiveness across the board. Successfully managing these competing priorities is crucial to protecting the organisation from regulatory penalties and reputational damage on the one hand, and from customer dissatisfaction and reputational damage on the other.

Designed for professionals across the Compliance, Operations, Risk, and Customer Experience functions, this online training focuses on active operational challenges rather than theory alone. We will analyse the practical friction points of maintaining compliance in a demanding regulatory environment, offering updated, actionable strategies to streamline workflows without compromising regulatory duties.

This webinar provides the practical insights needed to transition compliance from an operational bottleneck into a source of customer trust and a distinct competitive advantage in today’s landscape.

The Speaker

Monique Cauchi is an accomplished Anti-Money Laundering (AML) specialist with a strong legal and compliance foundation. She dedicated over five years to Malta's Financial Intelligence Analysis Unit (FIAU), concluding her tenure in March 2025 as a Guidance & Outreach Senior Officer within the Legal Affairs Section. At the FIAU, Monique played a key role in shaping Malta's AML/CFT framework by drafting guidance, leading outreach and training initiatives, managing public-private partnerships, and providing essential legal interpretation. Prior to the FIAU, she served as a Legal & Compliance Executive and Data Protection Officer in the trusts and pensions sector. Monique holds a Doctor of Laws, an ICA Diploma in AML, and the CAMS certification. She now applies her extensive regulatory and practical expertise as an AML Manager at RiskCap International Limited.