Ellis Rajaindran

• To continuously provide high quality processing services to achieve maximum customer satisfaction within the specified Service Level Agreements
• Ensure completion of processing tasks in accordance with established procedures and standards
• Demonstrates ways to improve customer service, increase productivity and accuracy
• Work well independently; complete assigned tasks within the established timeframe, complete regular assignments without reminders or additional requests
• Evaluate customer credit risk assessment, documentation, due diligence and compliance checks on the customers before approved or rejected credit card application.
• Reviewed, verified and computed income calculation, credit reports (CCRIS) and employment histories of each customer.
• To ensure confidentiality, integrity & availability of all information of customer are protected.
• To work closely with the team members to complete tasks within stipulated time, to perform and meet assigned key performance index
• Involved in call verification process. Verification calls made to customers and company to check on the genuinity of document and information provided.
• Assist junior staff to ensure service standard are met and train on day-to -day job tasks whenever necessary
• Handle urgent, complaint cases, application enquiry via email. Handle remediation action for the cases have been assigned wrong limit and approved in error.
• Escalate any fraudulence income document or fraud detection from verification process to fraud team. Raise UAR (unusual activity report) for further investigation.
• Well versed on the system such as (HFE, World Check, Sanction, HUB, CCRIS, Echamps, and Microsoft Office.

Additional Task :

• PNDGR Files 5% checking. - checking the reason of pended application and validate into daily tracker to identify wrongly pend application to avoid SLA.
• Snag Other Responded File - Daily basis other queue application need to segregate to particular staff who has been snag before to process the application.
• e-Learning files - Ensure staff complete their e-leaning before due date and save the cert.

Achievement :

• Best Cross Support - Collection Team
• Best Cross Support - Amh UOD
• UAR Raise for past three quarter year 2023

• Responsible for account management, relationship building and resolving customer queries/issues in a professional manner
• Uses call mode effectively working within Collection MOS Framework in receiving customer calls (inbound & outbound) in a call centre environment
• Keep track of assigned accounts to identify outstanding debts for customers impacted by MCO
• Planning course of action to recover outstanding payments by offering credit repayment plans (Moratorium)
• Defuse irate customers and resolve challenging inquiries utilizing negotiation skills while following guidelines in an effort to satisfy customer
• Support achievement of team objective, participate in development of cohensive teams and foster development of coworkers
• Identify and escalate potential showstoppers
• Takes ownership and initiative to do research and follow up for resolution
• Ensures that the productivity, sales and quality levels are achieved as per standard set of the process
• Provide high quality processing service to achieve maximum customer satisfaction within SLA
• To implement Group Compliance Policy by containing compliance risk conjunction with the relevant compliance department.

• Processed credit cards applications received from various channels such as branches, third party sales agents and online application.
• Checking & verify customer information & do initial KYC checks. Documentation checking on customer and employment information.
• Assist on monitor and chase of outstanding items and decide work task to other team members as a queue champs.
• Ensure timely escalation of problems and fraudulence to relevant parties. If it is pure fraudulence case, must submit reporting detail to higher officer and raise UAR.
• Strong regulatory knowledge of KYC to ensure customer profile up to date when it is required for specific trigger of event such
• Verification to customer and Employment checking with companies with procedure to ensure data given are telly with system (CCRIS) pulled.

Data is a key strategic of the organization. In the current competitive environment, the only to gain competitive edge against our competitive is to focus on developing and managing on customer relationship with the ability to react to customer on a one to one basis.

• Customer service and satisfaction.
• Operational efficiency.
• Commitment to the organization.

Data Entry or Data Capture will be responsible for transferring all the data from a pre-approved loan application into the Group Workflow and Imaging System (GWIS), HUB and APPS application database and summiting the application.

Leadership and teamwork

• Participates in team meetings, activities and promotes team spirit.
• Contribute to the creation of a supportive work environment driven by people centric values.
• Perform relative based on task assigned in accordance to specific queues.
• To monitor volume of items to be audited on daily basis and ensure all PLA items are cleared.
• Assurance on highest accuracy on respective roles to avoid re-edits with targeted accuracy rate.
• Joined a project where streamline queues - introducing pre-processing queue where underwriter (approver) will proceed either application good to go or denied. streamline from 4 queue checker to 3 queue checks.

Achievement

Best GSE - 2010 (quarter 4) , 2011 and 2012

Zero unplanned leave (MC) - 2010 -2012

Best Cross Support - AMH UOD