Karen Mae Pioquinto

Payment and Clearing Operations
• Managing internal and external request. Ensure call back authentication and signature verification is being followed as per the banks mandate.
• Handling of Post-dated cheques (PDC), warehousing upload, change of clearing date and withdrawal.
• Processing of inward and outward clearing cheques, i.e. Signature and Technical Verification, Scanning of cheques in ICCS and marking incoming returns in ICCS.
• Daily reconciliation in the provided excel sheet to balance the amount and number of cheques with the ICCS and Score total.
• Maintaining clearing mails for any reports and updates that require immediate actions i.e. CB updates regarding ICCS changes, CB holiday announcements and CB sanctions circular.
• Monitoring and processing of WPS for corporate clients.
• Pay Order/Managers Cheque and Demand Draft Issuance for internal and client requests.
• Updating and reporting of daily and monthly MIS.
• Processing of LCY/FCY Inward and Outward Collection.
• Monitoring internal and external communication desk and coordinating with the offshore team to ensure general issues/problems are effectively investigated and resolved or are appropriately referred with recommendations in accordance with procedures.
Treasury Operations
• Reconciliation of Treasury and Branch Open Currency position.
• Monitoring of Nostro limits and balances for network and non-network agents.
• Publishing daily bank rates and updating Central Bank balance.
• Responsible for the preparation of relevant reports and analysis e.g. accruals for Treasury related transactions, monthly liquidity analysis, cash flow business reports.
• Coordinating with Kondor+ Support Team for any issues related to treasury activities.
Branch Operations
• Processed all counter transactions accurately and swiftly and in accordance with the laid down procedures such as Deposits, Withdrawals, Foreign Exchange and Issuance of Manager’s Check and Demand drafts.
• Strict adherence to KYC (Know Your Customer) procedures as approved by RBS and UAE Central Bank, thus assisting the bank to avoid money laundering incidents / fraudulent activities.
• Deliver consistent customer service and ensure quick and accurate processing of customer request.
• Strived towards reducing the waiting time and service time by efficiently processing of all transactions.
• Ensured zero risk of cash differences by diligently, accurately and attentively processing all cash transactions as well as ensuring accurate delivery of cash to customers at all times.
• Knowledgeable in Negotiable Instruments as per UAE Law and Detection of counterfeit currency notes.
• Acted as a custodian of cash and security items so as to safeguard against misuse or possible losses.
• Assist in ordering, receiving, verifying and distributing cash for tellers and customers.
• Maintains the highest level of confidentiality with all information obtained.

• Acted branch officer duties as needed includes opening and closing of the branch, approving special rate request, monitoring cash limits, trained newly hire staffs, supervisory decisions and weekly staff schedules.
• Monitored and processed corporate and retail transactions (Telex Transfers, WPS, FX Currency).
• Managed sales of exchange house products, operations, and customer service and teller activities.
• Worked with regulatory compliance to ensure compliance to sanctions, AML, KYC policies are being followed.
• Ensured team's proper adherence to branch policy and procedure regarding cash handling, ethical sales practice, and customer service.
• Co-custodian for vault, security items lodged in vault i.e. bulk stock DDs, petty cash, Teller door key and cash safe combinations.
• Ensured that sufficient cash is available in cash counter.
• Reported any security concerns to the Branch Manager. Coordinating and strong follow-up with CIT vendors/personnel for cash delivery to ensure they meet the agreed TATs.
• Coordinating and strong follow-up with CIT vendors/personnel for cash delivery to ensure they meet the agreed TATs.

Accomplishments
• Selected to serve as an acting branch officer trusted with situations requiring high-level problem-solving and decision-making abilities.
• Contributed in the increased of branch sales by 30% and customer retention rate by 25% on the 2nd quarter of 2011.
• Implemented a branch cash journal to determine trends associated with branch cash needs to monitor and maintain branch limits.
• Received Certificate of Appreciation for contributing in the winning of Al Nahda Branch in the 2011 2nd cycle Service Excellence Improvement Program.
• Trained customer service representatives to run the teller line. Made certain that schedules were maintained at the main branch during the working days.
• Supervised 4 tellers and 2 customer service representatives and ensured ongoing compliance with UAE Central Bank guidelines.

Assisted preferred clients in requesting Managers Check, TD placements, CBG (Consumer Banking Group), bank statements and bank certification. Managed phone calls as per the bank guidelines and directed PBU customers to their respective accounts executives. Assisted PBU and preferred clients in cash withdrawals and cheque encashment.

Accomplishments
• Promoted from Bank Teller to Preferred and Private Banking Unit Associate following excellence in work procedures and mannerism.

• Maintained customer confidence and protects bank operations by keeping information confidential.
• Verified identification and rights to utilizes bank facilities as well as the validity of cheques.
• Reconciled cash drawer by proving cash transactions; counting and packaging currency and coins; turning in excess cash and soiled currency to head teller; maintaining supply of cash and currency.
• Crossed-sells bank products by answering inquiries; informing customers of new services and product promotions, directing customers to a branch sales officer.
• Employed security measures to ensure funds were not compromised. Received cash and cheques for deposit.
• Verified amounts, and examined cheques for endorsement.
• Encashed cheques and disbursed money after verifying signatures, endorsements and member account balances.
• Ordered daily supply of cash and counted incoming cash to verify accuracy.

Accomplishments
• Served as the key point of contact for teller questions and troubleshooting in the absence of the head teller. Trained newly hired staff, identified and rectified balancing errors.
• Achieved Best Customer Service Award for consistently providing excellent services to the clients.