Benjamin Borja

Experience

• 

  EPLDT Ventus

  Feb 2006 - Apr 2009

  • Monitoring of incoming calls accepted by the agents• Grading the agents by the way they handle customers, the way they provide accurate and complete information, the way they conduct troubleshooting• Create reports that are forwarded to Operations• Monthly calibration of our Call Coaching Tools • Accept calls from subscribers with concerns about internet connection (technical), billing and pre sales• Assist clients in conducting troubleshooting for their internet connection• Troubleshooting and configuring popular e-mail clients and web browsers• Make reports of every call handled to be forwarded to concerned group

  • Quality Assurance Analyst

    Nov 2007 - Apr 2009

  • Technical Support Representative

    Feb 2006 - Oct 2007
• 

  TELUS International Philippines

  Jul 2009 - Sept 2013

  • Answer various sorts of queries of customers through internet facilities and catering to the needs of clients through chat.• Effectively resolve issues with general end-user inquiries and technical through chat support.• Also support Sales/Pre-Sales inquiries, doing up-sells. • Responsible for ensuring customer satisfaction by handling questions related to the connection issue via e-mail• Resolve customer email requests for assistance related to the connection issues • Troubleshoot a wide range of technical support issues and connectivity problems such as connection speed, connection quality using VOIP service and Internet connection• Exceptional ability to exercise good judgment in dealing with client’s technical issues• Make sure that first call resolution is achieved for customer satisfaction

  • Chat Support Representative

    Nov 2011 - Sept 2013

  • Email Support Representative

    Apr 2010 - Sept 2013

  • Technical Support Representative

    Jul 2009 - Apr 2010
• 

  TPG Telecom

  Feb 2014 - Feb 2017

  • Troubleshoot mobile data, sms, call issues and other handset concerns through email.• Generates and delivers highly accurate daily productivity summary reports and provides data to Management. • Troubleshoot Mobile handsets and Wireless Internet connection issues.• Assist in setting up GPRS, 3G and Wireless network connections.• Troubleshoot Internet connection, emails or other IT related technologies.

  • Email Support Representative

    Jan 2016 - Feb 2017

  • Technical Support Representative

    Feb 2014 - Dec 2015
• 

  Tanfeeth

  Apr 2017 - Nov 2021

  • Managing Corporate Company portfolios and performing deep analysis on the provided documents.• Analyzing company’s organogram and reviewing the documentation.• Conducting research on new or existing clients (public sources, screening against sanctions, adverse news and politically exposed person).• Communicating with customers and explaining all the documents required for CDD/KYC Remediation.• Ensuring all efforts are made to fulfill the compliance requirement and update customer profile in order to achieve SLA.• Collecting and verifying KYC/AML related documents to perform required regulatory screening. Show less • Receive incoming calls from customers who has EI Smart Business accounts asking for assistance on how to use the online service.• Receive incoming calls from customers regarding the status of their online transfers/payments/requests.• Assist customers how to initiate transfers or payments through the online service.• Make sure to initiate the assigned callbacks to customers within the given TAT.• Check the queries of the customers regarding the status of their transactions if it is completed, under process, or rejected.• Make sure to escalate issues of the customers to proper departments.• Respond to the internal and external emails within the given TAT.• Communicate with Relationship Managers regarding critical or urgent transactions of the customers.• Coordinate with other Departments (OPC, FINANCE, or RMs) regarding the status of the transactions if it is under process or if it got rejected.• Consult the IT Department for account online issues of the customers.• Assist customers over the phone or email how to fill out the required forms related to Smart Business.• One of the two staff members who only does Rejected financial reports.• Make sure to send the end of day reports to the Management. Show less

  • Process Analyst

    Dec 2020 - Nov 2021

  • Customer Contact Representative

    Apr 2017 - Dec 2020
• 

  RAKBANK

  Dec 2021 - Jul 2022

  Controls Officer

  • Responsible for performing all the controls related functions within the Wealth Management Unit.• Efficiently carry out all the activities designed to identify and mitigate AML, Sanctions and Fraud Risk for the department.• Conduct due diligence for all Elite customers and also to ensure that quality KYC's are prepared, ensuring accurate, adequate and complete information of the customer.• Review and update KYC's (Know Your Customer document) for new & existing Elite customers in line with the policy.• Provide timely response on compliance related queries/issues and escalation if it is not resolved in time.• Block/escalate any suspicious transactions / activities / profiles.• Investigate EFMS, Compliance, Sanctions and AML (Anti Money Laundering) queries raised on Wealth Management accounts and ensure resolution within the stipulated timelines.• Conduct Enhanced Due Diligence (EDD) on Elite customers including Name screening / Ename Checker.• Obtain firsthand information / documents to addresscomplex AML queries.• To seek clarification on queried transactions directly from the customers in line with defined process. • To ensure that the set standards for SLA's are met at all times. Show less

• 

  ABM College

  Jan 2023 - Feb 2023

  Admissions Advisor

  • Assist with recruitment through warm calling, student interviews, and information sessions and book appointments for admissions.• Follow up with prospective students for any inquiries through direct meetings, live chat, phone calls, and emails with the aim of booking appointments for admissions.• Assist prospective students in their career exploration.• Advise prospective students about the programs offered, admission procedure, eligibility, costs involved, and financial assistance services.• Assist prospective students with the admission process.• Maintain a database of student information, telephone logs, and student feedback to generate student reports for management whenever required. Show less

• 

  Intact

  Feb 2023 - now

  • Analyze and interpret insurance policy wording to determine coverage and evaluate entitlements that are fair and equitable.• Communicate in a timely and respectful manner with customers, claimants, lawyers and insurers to settle claims and report findings and settlements.• Conduct investigations and identify additional information such as medical examinations, customer medical or employment history as required to clarify and/or justify a claim.• Ensure all cases are clearly documented and meet our legislative requirements.• Identify process improvement needs and recommend changes to policies or procedures to improve quality service and competitiveness.• Processing payments after confirming benefits, eligibility and reserves. Show less • Answering Auto Inquiry calls to confirm progress on the repair of customer vehicles, and/or provide reassurance as they navigate the claims process.• Responding to General Inquiry calls relating to other areas of the business such as property claims, underwriting or broker inquiries.• When required, being the first point of contact for customers when they call to report loss or damage to their vehicle, by taking a statement and assigning the claim to an Adjuster.• Communicating via email, telephone and text messages with our customers, vendors, and teammates.• Developing skillset by handling a small number of entry level claims from the beginning to end of the claims cycle.• Taking on additional administrative tasks as required to support colleagues and our customers as required. Show less

  • Claims Representative I, Accident Benefits

    Feb 2024 - now

  • Senior Customer Service - Claims

    Feb 2023 - Mar 2024