Conservation Officer for MetLife
Mashreq Bank
Total years of experience :7 years, 4 Months
• Handles Claw back file and Premium Overdue file which contains list of all policies for which premiums are overdue
• Performing retention and reinstatement activities for all life insurance with existing policy holder
• Process full and partial surrender policies, cancellation, refund request, and account update
• Liaise with other department, when required, to escalate and resolve issues
• Processing Re-debit with Authorization and explaining other payment process mechanism
• Handling Loan Postponement cases such as; Eligibility and Complaints
• Handling MOL (Mashreq Online), DBC (Direct Banking Channel), Branch cases such as; Cheque book requests, Change of billing cycle, Reversal of charges, Account closure, KYC update, NAPS disputes that are logged in CRM
• Performs processing of over-the-counter transactions and applicable requirements
• Accepts cash / cheque deposits, credit card payments and stamp applications
• Pay-out withdrawals, over-the-counter cheque encashment and others
• Receive and scan Local and International funds transfer applications
• Issue Pay order and Demand draft
• Counts bundle / notes received and ensure the cash kept in the counter
• Act as co-custodian of ATM’s
• Scan outward clearing cheques
• Perform mid and end of day cash balancing
• Performs administrative tasks as assigned
• Monitoring and reduction of customer’s waiting time
Mashreq Project Under Vistas Global
BOD Portfolio Monitoring Officer (September 2015 - April 2019)
• Receives generated BOD report to review and communicate / follow - up with clients on a daily basis to make sure that they meet required criteria in order to extend / renew their facilities further
• Facilitates the credit re-structuring, client appointment with the Credit Manager and monitoring of Business Banking credit portfolio (remediation of expired overdrafts and delinquent small business loans / business credit cards) through client negotiations, devising an exit strategy on case to case basis and restructuring execution
Portfolio Management - Telesales (Retail Banking Group) November 2016 - December 2017
• Create business to existing bank clients through Personal Facilities such as Personal Loan and
Credit Cards
• Process Revolving Overdraft Remediation: call and negotiate with client overdraft settlement through one-time payment or thru Personal loan restructuring
• Process Credit Card Remediation: call and negotiate clients to transfer Salary to Mashreq bank
• Process Credit card cancellation, retention and phone confirmation
SBL (Small Business Loan) Retention Officer (September 2015 - October 2018)
• Process Small Business Loan Retention and Balance Confirmation Requests
Foreign Exchange Telesales Officer March 2015 - June 2017
• Facilitates a personal service allowing businesses and individuals to convert one currency to another at the set currency exchange rates
• Providing preferential rates and booking FX deals for the customer and advising on the timing and extent of foreign exchange transactions
• Ensuring compliance with all statutory and regulatory requirements and track number of transactions and maintain own MIS for MTD report
Position: System Tool Specialist (June 2014 - January 2015)
• Coordinate directly with Account Vendor regarding Customer Relationship Management
Software (CRM)
• Identify system defects and workarounds / Analyze the need to change or restructure the CRM Software to enhance the efficiency of the system
• Give assistance to QA Analyst to validate if agent committed system manipulation /
recommends coaching on call handling and proper tool navigation
Position: Technical Support Representative (Aug 2013 - June 2014)
• Provide first line technical support via phone. Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, etc.
• Offer alternative solutions when appropriate with the objective of retaining the customers' and clients' business
• In line with Customer Service Principles and provide a high level of customer service for all support queries / Handled large volume of call efficiently
• Interpret customer records and repair tickets / interact and coordinate with other department to resolve customer issues
• Upsells additional products, services and promotions
Mapayapa Village, Diliman, Quezon City