• Lean Six Sigma Black Belt Certified - 2025 by MF-OPEX
• Operations Leader across BPO, fraud risk and underwriting services.
• Successful working in a team environment as well as independently.
• Can work under pressure, inquisitive in exploring process related system apps to deliver timely and quality results.
• As Operational Support for Quality: dissatisfaction and complaint inbound calls and non-voice customer interactions reviews; calibrations for call quality strategies with the team ensuring high quality and consistent delivery and meeting all regulatory and service standards in every interaction. Undertaking allocations to tier 1 line managers and provide feedback to officers as needed.
• As Credit Underwriter - timely review and approval of credit card applications from various sources – online applications, 3rd party sales applications, internal and branch applications in line with credit approval policies of the bank.
• As Cards and Loans Applications Vetting officer – review alerts created in the Instinct application tool to identify suspected fraudulent applications; to approve or decline appropriately and/or escalate to line manager for further investigation as needed.
• As Fraud Officer for Card fraud transactions monitoring – review and resolve potential and confirmed fraudulent activity contributing to fraud loss mitigation via a neural application SASEFM and timely reporting of common fraud trend via outbound calling to card members to verify triggered transactions that hits fraud parameters within a specified create to open metric.
• As Process Trainer - introduces and provides in-depth training to new hires/ newbies to the fraud operations process flow.
• As Process Subject Matter Expert - in charge of adding and updating web based internal procedural materials (Knowledge Center) for team reference in line with Fraud Risk policies.
• As Customer Service Associate - ensures quality call handling of card member queries via inbound phone calls, pitching of bank products aligned with account needs to the card members to close as a sale when the issue has been resolved within the call.
