A Belgian retail bank wanted to strengthen their Know Your Customer (KYC) and Anti‑Money Laundering (AML) capability in a way that brought different teams closer together. AML Analysts and Sales Directors work hand in hand during customer due diligence, yet they experience very different pressures. Analysts focus on regulatory expectations and detailed investigations. Sales Directors focus on customer relationships and day‑to‑day commercial demands. The bank saw an opportunity to build shared understanding and give both groups the confidence to recognise risks earlier and collaborate more effectively.
Real cases, real red flags and open conversations about how things work in practice.
The bank asked Projective Group to design a course that moved beyond generic AML training. Teams wanted something grounded in their reality: real cases, real red flags and open conversations about how things work in practice. Our aim was to create a safe and structured environment where people could learn from each other and link regulatory expectations to the situations they encounter every day.
Designing a training approach grounded in real scenarios
We delivered three tailored sessions of our one-day AML & KYC Skills in Practice training. To make the learning truly relevant, our trainers created more than fifteen scenarios drawn from our experience working inside the bank’s AML organisation. These scenarios reflected the kinds of customer behaviours, documentation challenges and transactional patterns that teams regularly face.
Before each session, participants completed a short survey to rate every scenario by perceived risk. Their responses helped us select the six to eight cases that would lead to the strongest discussion. This small step made a big difference, because people saw their own judgement reflected in the agenda from the very start.
The mixed audience created the right dynamic: analysts explained why certain details matter, while sales directors shared the realities of customer interactions and branch operations.
Each session combined clear explanations of Anti‑Money Laundering (AML) & Know Your Customer (KYC) principles with practical case discussions. The mixed audience created the right dynamic: analysts explained why certain details matter, while sales directors shared the realities of customer interactions and branch operations.
We delivered the training in Dutch and French to make sure everyone could engage confidently. Participants valued the interactive setup, the relevance of the examples and the opportunity to compare their views with colleagues from different parts of the organisation. The sessions were energetic, open and genuinely collaborative.
Strengthening risk awareness and building capability across teams
Across the three sessions, around 40 people took part. Feedback was very positive, with senior leaders noticing a clear uplift in risk awareness, stronger alignment and shared understanding. The programme confirmed that capability building works best when it reflects real context and supports people in the situations that matter for them personally.
As a result, the bank asked us to extend our AML awareness training to its 800 branch employees. During these short virtual sessions, we went beyond providing a purely theoretical overview of AML policies. Instead, most of the time was dedicated to practical tips and hands-on guidance, focusing on what employees should be mindful of in their day-to-day interactions with customers and, based on real-life examples, the risks associated with incorrect data entries. These examples illustrated situations in which criminal actors attempted to misuse the bank’s systems for money‑laundering purposes.
During the debriefing sessions following the trainings, management confirmed that an increasing number of branch employees are proactively reaching out to the Middle Office team with questions regarding cash deposits and the repatriation of funds. Some of the participants have expressed it as follows:
“The trainer provided a very clear explanation together with practical tips, particularly regarding the different categories of potentially suspicious situations (money mules, cash deposits, requests for large amounts of cash in foreign currencies, etc.).”
“The interactive format of the virtual training, including the quiz, was highly appreciated.”
This case shows how tailored, practice‑based training can help financial institutions strengthen their compliance culture.
By working closely with teams and focusing on concrete scenarios, we helped bring clarity to complex topics and build capability that lasts.
About Projective Academy
Projective Academy is the dedicated Learning & Development hub of Projective Group, designed to equip financial services professionals with the skills, insights, and confidence to thrive in a complex and evolving industry.
We offer hands-on training experiences built around real-world business challenges. Whether supporting early-career talent or accelerating senior profiles, our programmes and courses blend deep industry knowledge with practical application. Projective Academy gives professionals the knowledge and skills they need to grow, adapt, and lead meaningful change across the financial sector.
