Senior Officer - Client Services GCC - Australia and New Zealand Bank
(2025-01)
- Managed a portfolio of institutional and high-value client accounts, coordinating transaction processing, issue resolution, stakeholder communications, and operational controls to ensure accuracy, compliance, and service excellence.
- Investigated and resolved complex transaction and account-related issues by collaborating with cross-functional teams, minimizing delays and enhancing client satisfaction.
- Monitored account activities and transaction statuses, proactively identifying outstanding items and coordinating appropriate actions to ensure timely completion and accuracy.
- Maintained compliance with internal controls, regulatory requirements, and risk management standards through accurate client verification, documentation review, and account administration.
- Acted as a primary point of contact for institutional clients, providing transaction updates, managing escalations, and building strong relationships through responsive and solution-oriented service.
- Led virtual discussions with institutional clients to address inquiries and concerns related to payment updates, changes, tracking, and urgent processing for both local and international transactions.
Senior Officer - International Support Center - Australia and New Zealand Bank
(2024-01 - 2025-01)
- Oversaw team handling of customer requests related to payment updates, changes, tracking, and urgent processing for both local and international transactions
- Monitored team performance and managed schedules to ensure consistent service coverage and adherence to service levels
- Reviewed outgoing customer communications to ensure clarity, accuracy, and professionalism before release
- Managed daily operations and handled escalations to ensure timely resolution of critical and high-priority issues
- Coordinated with internal teams and represented the group in meetings to ensure alignment, process consistency, and effective communication
- Led team huddles to cascade updates, align priorities, address challenges, and promote collaboration and accountability
Email Support Specialist - Manulife Investments - Manulife Business Processing Services
(2020-01 - 2024-12)
- Incorporated extensive knowledge of investments, including Segregated Funds, Mutual Funds, GIC, and Annuities, to provide valuable insights to clients.
- Conducted thorough document scans, proficiently identifying whether documents were in good order, ensuring streamlined processes.
- Proactively resolved customer inquiries related to financial products, enhancing customer satisfaction.
- Effectively communicated with the administrative team to clarify and address requests that were not in good order, facilitating efficient resolution.
- Reviewed emails for brevity and accuracy of information.
- Conducted mock calls with new hires during product training.
- Performed quality checks to ensure that responsibilities are completed accurately.
- Collaborated with the leaders to support the team in terms of performance.
- Provided coaching to new hires to discuss product related information.
- Organized team events and activities to increase engagement.
- Conducted team meetings to address specific topics.
Customer Service Professional - Manulife Investments - Manulife Business Processing Services
(2018-01 - 2020-12)
- Addressed customers courteously using problem-solving skills.
- Delivered personalized customer service relating to questions and promptly resolved issues related to Segregated Funds, Mutual Funds, GIC, and Annuities.
- Remained open to feedback from supervisor and peers to build and improve skill set.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Assisted with mentoring new employees during and after training.
Part-Time Elementary Teacher - Mount Olives Learning & Development School Inc.
(2018-01 - 2022-12)
