ريتشارد لاسكو

SENIOR CREDIT ANALYST في MASHREQ

• الإمارات العربية المتحدة - دبي
• نوفمبر 2004 إلى يونيو 2016

WORK EXPERIENCE
MASHREQ BANK (2008-2016) DUBAI, UNITED ARAB EMIRATES

Senior Credit Analyst (2010-2016)
• Assigned as the contact officer for any concern pertaining to Policy, Business/Product, Compliance, Fraud & Risks matters.
• Handling all the enquiries and complaints from all Mashreq branches in the UAE, Direct Sales Team, Customer Service Unit and all stakeholders.
• Monitoring the monthly quality percentage of the team and preparing measures on how to lessen or totally eradicate the errors.
• Evaluating complex personal loan/ROD and credit card cases and the identifying the eligibility based on the guidelines and parameters set by the bank.
• Ensuring that the applicant was able to meet all the requirements of the bank and all documents are legitimate based on the standard procedure.
• Identifying the overall liabilities of the applicant and making sure that DSR percentage in under control.
• Check and analyze cases related to credit applications and identify any potential fraudulent activities by scrutinizing the given document or scenario.
• Obtain evidence, take statements, produce reports and testify to findings regarding resolution of fraud allegations.
• Safeguard instantaneous steps to recover cost in order to ensure minimal losses whenever applicable.
• Ensure preventive measures are taken whenever applicable.
• Ensuring that all the documents are valid and legitimate.
• Identifying deviation(s) and escalating valid cases to Risk Management Unit. Preparing proposal(s) for high-profile and high-risk customers.
• Initiating account updates, rectification and monitoring of work progress.
• Verifying delinquent reports, returned cheques and police reports linked under the applicants name.
• Facilitating system test(s) for the unit.
• Preparation of training materials and facilitating refresher sessions.

Authorization Officer (2008-2009)
• Processing mail orders, transaction approval and cancellations sent by the merchant.
• Hot listing debit and credit cards (ensuring the cards are blocked for local and international transactions).
• Identifying card mismatch and potential fraud transactions.
• Facilitating voice or automated approval in accordance to the set standards by Visa and Master card.
• Act as the first point-of-contact for merchants seeking assistance from the bank pertaining to basic machine defaults during a certain transaction.
• Confirms batch/sale upload, accomplishing pin reset request from the branch and other departments.

Personal Banking Advisor (2008-2009)
• Handling billing issues for loans, credit cards and personal account inquiries, etc.
• Processing balance transfer, loan on card and credit card application(s).
• Initiating service requests and reversal of charges.
• Modification of account information.
• Technical support for online banking.
• Identifying a possible fraud transaction.
• Accommodating complaints, monitoring of work progress and ensuring customer satisfaction.
• Ensuring that Sales target is met on a monthly basis.

TELUS INTERNATIONAL PHILIPPPINES (2004-2008) ORTIGAS, PHILIPPINES
(Previously Ambergris Solutions Inc.)

Quality Assurance Analyst
(February 2006 - March 2008)
• Generating Reports (Weekly top drivers, account/program related trackers, etc.)
• Uploading calls for the client’s perusal and facilitating conference calls to our U.S. based client pertaining to any updates regarding the policies and procedures.
• Identifying the common errors based on the reports generated by the Operaion’s Unit -- analyzing the report and providing recommendations in order to eradicate such predicament.
• Formulating actions plans to ensure that all the agents are disseminating the correct information or procedure to our customers.
• Evaluating calls and providing immediate feedback to agents.
• Initiating team huddles and coaching sessions.

Resolution Specialist
(October 2005 - February 2006)

Customer Care Advocate
(November 2004- October 2005)