Lawrence Zabala

Experience

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  Bank of the Philippine Islands (BPI)

  Jul 1996 - Jul 2006

  Sales And Service Specialist

  Financial professional 10 years of Banking Industry experienceProcessing of deposits, withdrawals, miscellaneous payments and others. Effective handling of customer complaints, knowing their needs and wants, and making solutions to their problems. Opening of new accounts, explaining the benefits and advantages of bank products and services. Efficient handling of customer complaint file and keeping track of the development for the immediate respond to the customer’s questions. Assisting the clients by getting information required or referring them directly to the person in charge. Answer all phone inquiries regarding bank products, services and policies.Checking all files and keeps it updated. In charge of all the books and registry on a day-to-day basis.Cross selling other products of the bank.Maintains excellent public relations. Computed figures with speed and accuracy.Consulted with clients regarding their financial goals. Show less

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  EPerformax Contact Centers & BPO

  May 2007 - Dec 2007

  Customer Service Representative

  Financial Associate for Washington Mutual Card ServicesHandling of customers request such as credit card activation, payments, fee reversal, payment research, disputed charges and other Credit Card proceduresProcessing payment by phone, promise to pay and other collections proceduresTaking inbound calls for level 1 past due accounts.Collecting the necessary payment due to avoid client paying late fees and charges.Processing of payment by phonesNegotiating for amount that is necessary to keep the account active. Show less

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  HSBC Global Banking and Markets

  Jan 2008 - Mar 2013

  Global service executive

  Investigation of break entries Ledgers and Statements.Sending of swift messages and emails to relevant parties involved in causing the breaks.Processing of payments or re-effecting of wire transfer e.g. MT103/MT202 to resolve the outstanding entries. Directly supporting FX Traders in identifying and fixing breaks through reporting and adjusting cash in nostro.Daily interaction with Branch Relationship Managers in their queries. Analyzing, and creating an exception if required upon receipt of swift messages and emails from Managers and Corporate clients. Investigating breaks in nostro account making sure that breaks are reconciled and resolved. Transmitting messages via authentic swifts like MT103, 202, 900, 910, 199, 299, 999etc. Responsible for carrying out Management reporting like Treats and Hub reconciliation, Fails report and Overdraft Report. Liaison and escalation of ageing issues to Senior Management. Implementing procedures and controls to reduce risk such as operations losses etc.Processing of instructions from client such as MT540, MT541, MT542 and MT 544Verifies all instruction entered by the processor.Contacting Fund Managers for settlement confirmation of a trade, details and additional data required to complete a transaction.Extracting and preparing of reports to finalize a Redemption and Subscription trade Show less

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  Macquarie Group

  Apr 2013 - Jan 2015

  Senior Associate

  Instruction of trades to various custodians.Ensure trades are agreed and released into the market by our counterparts. Chase unmatched and failed. Fails reporting. Daily reconciliation of stock and cash breaks. Preparation of relevant documentation for settlements. Establish and maintain close working relationships with other settlements teams across the globe and as well as traders.

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  Linde

  Jan 2015 - Jun 2020

  Senior Collections Specialist

  Review past due accounts and initiate calls to customer. Follow standard collections processes and procedure. Follow up through phone calls and emails on unpaid debts. Act as the officer in charge for the day in the event that the team leader is not available.Follows Regional collections processes to improve company cash flow.Properly capturing the details of a customer query by using CRMAccurately using the correct wrap codes per call for effective campaign managementUses good judgement in adhering to the debt collections guidelines to ensure that operational and reputational risks are mitigatedResponsible for logging customer queries, disputes and complaints in CRM to resolve any pending issuesAccurate and maximum utilization of SAP functionality in maintenance of customer master database and CRM functionalities, particularly to capture all customer inquiries to support CRM intent.Accountable for reducing delinquency for assigned accounts.Provide excellent customer service by ensuring that collections issues are resolved, identified and anticipates possible customer dissatisfaction scenarios. Show less

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  Nasdaq

  Jul 2020 - Feb 2022

  Senior Market Data Analyst

  Initiates the collection activity for overdue accounts, for assigned customers, contacting customers via mail and phone calls to collect payments in a timely manner; Updates and circulates Aging reports (Collector Aging, Pre-term and Termination Files)• Follows up on outstanding issues, and updates system notes with the status of all collection activity.• Researches customer deductions, discrepancies like short payments and coordinates resolution to any record disagreement.• Responds to customers’ requests for documentation, which may include, but is not limited to providing invoice copies, statements, payment history, contracts, tax forms, etc.;• Reconciles customer accounts and prepares adjustments following standard operating procedures• Communicates with billing staff and sales account managers to resolve accounts receivable issues, as appropriate.• Periodically prepares reports on the status of collection activities for submittal to the GIS Collections Manager.• Prepares reports for finance and sales management on past due customers and sets up monthly meetings with Business, Finance, and Sales to determine next steps for firms with aged items which could lead to service termination. Show less

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  Tim Hortons

  Aug 2022 - Aug 2023

  Supervisor

  Supervises and co-ordinates activities of staff who prepare and portion food. Estimate and order ingredients and supplies.Ensures food service and quality control.Maintains records of stock, repairs, sales and wastage.Prepares and submits sales and audit reports.Prepares food order summaries for chef.Supervises and check assembly of trays. Establish work schedules.

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  Baker McKenzie

  Mar 2024 - now

  Collections Analyst

  · Liaise with Collections staff, In-Market Business partners, Management, and other staff as appropriate to ensure that all · Receivables are followed up via email/ call promptly per the Firm’s client. · Minimize risks surrounding long outstanding debts to avoid writedowns, write-offs, and bad debts. · Monitor Accounts Receivable balances every month to review any Aged accounts for status, write-off threshold, and credit balance. · Prepare any necessary forms to complete approved credit adjustments, Write-downs, and write-offs for clients as a result of the Accounts · Ensure all invoices have proper status updated in the system to allow for categorization of outstanding Accounts Receivable · Complete incoming clients’ requests for the global team such as Accounts Receivable confirmation, ACH information, etc. With limited supervision, work independently to complete assigned Tasks and work responsibilities to meet agreed objectives. Show less