Experience

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  Alorica pacific rim, inc. (advanced contact solutions)

  Nov 2007 - Mar 2008

  Customer service representative

  Provided customer service assistance to BNY Mellon customers.

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  Asian hospital and medical center

  Apr 2008 - May 2008

  Staff nurse

  Worked as Staff Nurse in the Oncology Floor.

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  Sutherland

  Sept 2008 - Mar 2012

  Senior agent (paypal uk)

  Started as CSR; provided first level assistance and resolution via phone and email to various customer related concerns in relation to PayPal services. After then, was promoted to Senior Agent; acted as SME, addressed escalations, provided floorwalk assistance, worked closely with CS teams in driving CSAT and overall performance. In addition, was part of the training team, assisted new joiners during nesting period & provided recommendation/endorsement to production.

• 

  Jpmorgan chase & co.

  Apr 2012 - Jul 2014

  Risk operations analyst

  Specializing in transaction monitoring, conducted thorough analysis based on the customers' history and activity in order to detect and prevent potential and actual card fraud.

• 

  Hsbc

  Jul 2014 - Apr 2021

  Assistant manager/kyc analyst (customer onboarding, periodic reviews, triggers, screening, fatca)

  Senior Analyst (AMO Level) with varied experience and expertise in KYC Onboarding, Remediation, Renewal, Trigger and OTH Reviews; with specialization in E2E CDD including screening and FATCA; On top of BAU, acting as POC and Deputy TL - assisting in driving the team productivity and quality, attending production calls, best practices sharing and performing other ad hoc tasks.

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  Ing hubs philippines

  Jul 2021 - now

  Main duties/responsibilities but are not limited to are the following: Conduct regular FEC, AML, FATCA, CRS and ESR monitoring (Quality Assurance reviews) Support in functional oversight of business embedding and operational effectiveness of FEC, AML, FATCA, CRS and ESR policies and procedures. Reach out to relevant stakeholders with regards to queries, supporting documents and disagreements with 2LoD and CAS for closing reviews. Provide QA reports to WB-Regulatory Operations as deliverables; ensure follow up actions taken up to satisfaction. Assist in the implementation or rollout of new FEC policies, local AML regulations and procedures to affected GSO units. Advise on issues related to risk assessment, policy and process. Pro-actively engage in process improvement. Show less

  • Team Lead KYC Quality Review

    Apr 2024 - now

  • KYC Quality Review Specialist

    Jul 2021 - Mar 2024