JENNIFER KOK SIEW CHIN

• Conducted training and mentored team members to promote productivity, accuracy, and commitment to transaction processing.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Devised and implemented processes and procedures to streamline operations.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Conducted regular reviews of operations and identified areas for improvement.
• Transaction authorizer for cross-border remittance, Retail Banking entry posting and MYR Rentas, IBG payment within stipulated timeframe.
• Assist in processing personal and corporate internet banking transactions - liaising with corporate department and branches for documents verification.
• Prepare statistical and performance report on Loans and E-Banking transaction monthly and annually.
• Account reconciliation for Malaysia & Labuan Nostro account.
• Perform FX Spot trading deal ticket from Global Treasury department.
• Provide supports in coordinating and solving issues arise from branches in related to payment and settlement operations.
• Participate in RPP (Retail E-Payment Platform) Project initiated by PayNet - Construct User Requirement Specification, attend committee meeting and RPP briefing session.

Achievements:

My position as a Team Leader for the Loans Centralized Processing Center and my promotion from executive to senior executive both occurred in October 2019.

• Cultivated interpersonal skills by building positive relationships with others.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Provided professional services and support in a dynamic work environment.
• Manage contract billing including making billing plan, communicating with project team about project progress, accumulating and checking billing supporting documents from project team, billing trigger in IT system, upload invoices, communicating with customer and trouble solving if any invoice problems.
• Understand commercial contract, especially payment terms and related clause.
• Assist contract manager to handle contract issues.
• Generate and distribute invoice register report to team member and proceed invoice submission through TM SRM (Supplier Relationship Management) system.
• Proved successful working within tight deadlines and a fast-paced environment.

Key roles:

• Demonstrated strong organizational and time management skills while managing multiple tasks.
• Worked well in a team setting, providing support and guidance.
• Applied effective time management techniques to meet tight deadlines.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Customer Service:

• Handle account opening and assist in investigation for customer account and follow up.
• Conduct bankruptcy check, company search and conducting KYC as per Bank Customer Acceptance and Due Diligence process.
• Handling day-to-day phone enquiries and issuing queue ticket. Cross-selling bank products such as debit card and foreign currency accounts.
• Attend to customer's inquiries and maintains good rapport with customers.
• Keep abreast with rules and regulations with Bank Negara Malaysia, Association of Banks in Malaysia and head office as well as latest development in banking industry.

Debit Card Center:

• Marketing and selling bank's products and services (Debit card and foreign currency notes exchange).
• Advice customers on the application requirements, product features and benefits of card.
• Build banking rapport with existing and potential customer.
• Resolve customers issues upon submission of card application.
• Handle data entry into Cards system.
• Perform required KYC, AML procedures, documentation and to achieve satisfactory branch audit ranting.
• Complying to standard operating procedures (SOP), policies/latest updates/procedure.

• Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
• Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
• Handle cash transactions, cheque, fixed deposits, telegraphic transfer, local remittance and other transactions by customer over the counter.
• VIP's counter involved to Foreign Currency Accounts.
• Establish good customer relationships.
• Handling customer enquiries with high standard and quality service.
• Interacted with customers by phone, email, or in-person to provide information.
• Ensure due compliance with Foreign Exchange Administration Rules/AMLA requirements.