Antonette Rose

Experience

• 

  National Commercial Bank Jamaica Limited (NCB)

  Jan 2001 - Jan 2013

  In my role, I swiftly attended to customers, managing a range of banking functions from opening accounts to ensuring regulatory compliance. I adeptly handled transactional duties, oversaw cash and procedural audits, and played a pivotal role in promoting bank products, generating quality leads, and maintaining seamless inter-departmental communication. My meticulous record-keeping and commitment to customer satisfaction remained paramount throughout.

  • Customer Service Supervisor

    Jan 2007 - Jan 2013

  • Bank Teller

    Jan 2003 - Jan 2007

  • Audit Input Clerk

    Jan 2001 - Jan 2003
• 

  National Commercial Bank Jamaica Limited (NCB)

  Jul 2013 - May 2018

  With a focus on agility and improvements in the customer value chain as RA I have a key role in assisting in the digitization objectives of the bank. I oversee the customer touch points for product and service delivery as well as manage key back office functions. I am charged with the execution of the integration of several previously siloed operations in meeting the strategic objectives for our digital platformization push in an effort to self-disrupt and stave off competition by being dynamic and agile in our principles and policies. Show less I steered the intricate world of business banking, always prioritizing reliability and consistently meeting our service benchmarks. Here's a snapshot of my journey:Client-Centric Solutions: Orchestrated a seamless banking experience, handling everything from account setup to introducing clients to the world of digital banking.Operational Excellence: Supervised fund releases, managed foreign transactions, and ensured unwavering adherence to banking standards.Data-Driven Decisions: Made use of client metrics and predictive analytics, always aiming to anticipate and address client needs proactively.Stakeholder Relations: Built invaluable relationships with Business Bankers, supplying them with actionable insights and championing growth through cross-selling.Commitment to Betterment: Regularly pinpointed and implemented process enhancements, and maintained a diligent focus on client feedback to ensure resolutions were swift and effective. Show less

  • Relationship Associate (RA)

    Oct 2017 - May 2018

  • Business Banking CSR

    Jul 2013 - Sept 2017
• 

  Sagicor Bank Jamaica Limited

  Jun 2018 - now

  I steer the client experience journey for our Cards and Payments sector, encompassing both issuing and acquiring dimensions. My responsibilities span:- Overseeing rewards platforms and ensuring their optimal performance.- Spearheading the onboarding of key strategic partners to bolster our portfolio.- Curating and executing promotions tailored for both issuing and acquiring businesses.A key player in driving our strategic vision, I orchestrate initiatives to amplify customer retention and usage. By leading dynamic teams, I ensure that collective efforts are aligned with our overarching objectives. Show less As an integral member of a team bridging the gap between strategic intent and objectives, I assume a pivotal role in shaping the customer journey within the payments domain. My key responsibilities encompass:- Ownership and enhancement of the overall experience for our payments clientele.- Directing the card rewards systems, from onboarding and promotions to the escalation of problem resolution.- Overseeing customer service escalations across all payment channels, including call centre support, website queries, and exception processing.- Leading both the Supplier Relationship Management (SRM) and Customer Relationship Management (CRM) functions for the unit, ensuring adherence to and enhancement of our Service Level Agreements (SLAs).At the heart of our customer service evolution, I play a critical role in strategizing customer service approaches, risk mitigation, and spearheading both sustaining and disruptive innovations. This holistic involvement ensures that we consistently raise the bar in service delivery. Show less

  • Manager Loyalty & Retention: Cards & Payments Unit

    Nov 2019 - now

  • Assistant Manager Loyalty & Retention: Cards & Payments Unit

    Jun 2018 - Oct 2019