Customer Experience vs AML/CFT Obligations

Being compliant with the Anti-Money Laundering and Counter-Financing of Terrorism (AML/CFT) obligations is an essential requirement for subject persons. Nevertheless, the operational demands to meet these obligations, especially regarding customer onboarding and monitoring, often generate friction that negatively impacts the customer experience and possibly drives away customers. This intricate balance is becoming more critical every day, including with the arrival of the EU AML package and the establishment of the central Anti-Money Laundering Authority (AMLA), stipulating consistency and enhanced effectiveness across the board. Balancing these demands is fundamental to protect the subject person from severe regulatory penalties and enforcement actions, on one side, and customer discontent and reputational damage on the other.

This 3-hour online course is specifically structured for professionals across Compliance, Operations, Risk, and Customer Experience functions who encounter this daily challenge. We will focus on the core tensions between fulfilling strict AML/CFT duties and delivering a seamless, positive customer journey. Actionable strategies and best practices for efficient compliance processes will be presented.

This webinar will provide insights to change the perception of complying with AML/CFT obligations, from being considered as an operational burden to a source of customer trust and a potential competitive differentiator in today's evolving regulatory 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.