Jespreet Kaur
Senior Client Operations Officer
Cyberjaya, Selangor
Summary
My career is highlighted by my demonstrated clarity and outstanding time management abilities, particularly at CACEIS INVESTOR SERVICES where I assist client migrations and improved system efficiencies. My term has been defined by a dedication to accountability and accuracy, achieving of significant operational enhancements and the development of strong communication channels.
Overview
5
5
years of professional experience
Work History
Senior Client Operations Officer
CACEIS INVESTOR SERVICES
07.2023 - Current
- Kickstart of CACEIS Investor Services client migration July 2023 onwards - ensure UK clients well being post migration.
- Involvement of migration projects - UK clients account migrations into CACEIS platform.
- Handled post migrations clients from phases to phases before completion or the remaining balance in client accounts. Participated in client migrations over the weekend in due courses of 4 months.
- Picked up CACEIS systems - OLIS & NXG/Accurate. Started off with Notice to Receive (NTR - MT210) matching based on contractual payments.
- After success of UK client migrations from RBC into CACEIS within the period of Dec 2023 - March 2024, I contributed into NTR Luxembourg clients migration into OLIS platform in April 2024.
- Here to handle matching approximately about 3k-5k single/ bulk matching in daily.
- Came up with pattern matching based on the details and shared with team members to have better and time saving matches.
- Started Manual Payments in July and post transaction into the Caciopay system used by CACEIS (MT103 and MT202).
- Noticed language barrier and incomplete payments details in first leg ie: SSI/ value date - decided to raise to manager and broadcasted the needful action.
- Repair, Approval and Lack of Funds queue - took these process up and ensure all the details being repaired in any sense is being capture in proper manners ie: incomplete IBAN/ wrong SSI and BIC CODES.
- Approval queues has to go through Risk team/ Client Service Representative and check with the client accordingly before releasing it from the queue.
- Handled queries from CSR's in regards of payments statuses/ act on swift messages.
- Exposed into MT191, MT99, MT299 and more.
- Handled reconciliation/ breaks via NXG for a month, ensure investigate part is fulfilled in order to match/solve/clear/re-tag.
Administrator
ROYAL BANK OF CANDA
01.2023 - 06.2023
- Joined in as a junior role at the beginning stage with total of 6 months exposure - managed payments for UK clients via MILVUS platform.
- Served in a team of 4 members and ensure post transactions with high accuracy.
- Completion of all payments that fall into STE environment are completed within the agreed timeframe - currencies cutoff.
- Post incoming and outgoing payments (MT103, MT202, MT210) transaction and ensure STE (repair and cancellation internal cutoff times are adhered accordingly).
- Work closely with Senior Administrator and Supervisor to look into knowledge gap and ensure everyone in the team has the same thought process.
- Resolve on queries for STE and Manual Payments.
- Assist seniors in day-to-day operations of the processes.
- Ensure all the reporting is accurate and real time (start/mid and end of day to record daily BAU).
- Ensure active participation in town halls, team meetings/ huddles and staff engagement activities (to know each individual/ organization better form).
Crisis Management Speacialist
TDCX
02.2022 - 01.2023
- Joined into BPO line of work with graveyard shifts hours.
- Served AirBnB project Global - Claims department in a team of 15 members and use Salesforce as the main platform to handle cases.
- Guest and Host are considered as the sides of disputes - raise concerns/ claims on any damaged ie: furniture.
- Investigate both sides of incident disputers, verify facts, determine resolutions based on internal policies/procedures.
- Maintain high level of confidentiality while performing investigations (require to keep the identity of both sides and not to discuss with anyone).
- Document investigations comprehensively through written reports (request further documentation ie: photos/videos).
- Assist with escalated issues and initiate the dispute request process (if Host/Guest request for higher level attention - proceed with escalations to ensure their well being).
- Proceed with claims once the dispute is verified after research of the claims being done (Claims team to disburse the claim amount to whichever party has the sufficient evidence based on the internal policies).
- Educate Guest and Hosts on how to maintain security and safety in all kind of situation.
Customer Service Executive
Scicom (MSC) Berhad
Kuala Lumpur, Kuala Lumpur
05.2020 - 02.2022
- Started off my career ladder with a award winning BPO services provider - Shopee Project.
- Exposed myself with engagements, product knowledge & develop time management skills.
- Dived into Salesforce system where individuals would be assigned case to handle for the day based on the KPI to fulfill and to handle aging cases.
- Responsible to attend customers return refund queries via chats and emails.
- Managed 80 - 100 cases per day inclusive of cases i.e. non-receipt, damaged, incomplete and wrong parcels.
- Managed backlogs/ aging cases and assist to provide input for team members.
- Liaise with third party - local logistics i.e. J&T, Poslaju, CJ Century & DHL to obtain evidence/ condition of parcels upon delivered or any damages, wrong or incomplete parcels.
Education
BBA - Business Administration And Management
UNITAR
Kuala Lumpur, Malaysia 04.2001 -
High School Diploma -
POLITEKNIK METRO KUALA LUMPUR
Kuala Lumpur, Malaysia 04.2001 -
Skills
Analytical
Time Management
Accuracy
Communication
Accountability
Badminton
During my weekend, the one and only activity that I look out for is playing badminton. I'm not really pro in badminton however I like it when it allows me to hit the shuttlecock in a expressive swing.
Timeline
Senior Client Operations Officer
CACEIS INVESTOR SERVICES
07.2023 - Current
Administrator
ROYAL BANK OF CANDA
01.2023 - 06.2023
Crisis Management Speacialist
TDCX
02.2022 - 01.2023
Customer Service Executive
Scicom (MSC) Berhad
05.2020 - 02.2022
BBA - Business Administration And Management
UNITAR
04.2001 -
High School Diploma -
POLITEKNIK METRO KUALA LUMPUR
04.2001 -
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