MAY FENG FUA (FANNY)

• Involve in process improvement and simplifying submission process for the outsource mortgage business. This led to indirectly increase the turnaround time for approval cases and increase the acceptance rate.
• Empanelment total of 7 new outsource agencies to expand the mortgage business through submission cases and building relationships with new business partners.
• Provide training, coaching and guidance to existing agent, new agency agent to keep them updated with Bank latest product, current process and improvement of credit guideline
• Encourage new submission through agency visit and provide support throughout the submission, approval and acceptance. Develop close and strong relationships with sales agent to encourage submission and meet the targets set by management.
• Monitor closely on cases, from submission till acceptance. Provide suggestion, opinion and assist to expedite cases for approval.
• Handle on new submission KIV, credit queries or upon acceptance KIV to ensure there are no lapse on cases. Building confident level with sales agent will assist to further increase the sales volume.
• Participate in the mortgage training by outsider and being certified as mortgage advisor (CMA).

• Develop strong relationship with HLA agency to encourage submission for mortgage product. Closely track and monitor agency’s acceptance and execution performance
• Continuously provide training, coaching and guidance to agents regarding department process flow, bank policies and product knowledge. Briefing agents on bank latest package and promotion.
• To evaluate and data entry loans for residential properties and non-residential properties prior submission to credit for assessment.
• To recommend loans for CED assessment. Handle CED KIV cases, approval and rejection cases from credit.
• To assist monitor and managing on approval turnaround time.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Oversaw quality control measures, maintaining high standards for every single process before export to other countries

Started the working holiday since 2018 as Fruit Picker with company -

• Central Organics Produce Limited

• Gourmet Summerfruit Limited

• Alliance Farmer’s Produce

• Generate, analysis, deliver report and information that is significant to company strategy for planning and decision making.
• Compiled daily data and information for reporting DSR report for daily sales figure.
• Organize and analyze data generated from system such as Team MAS report for better understanding sales figure and report to management team.
• Handling daily cases executed through email for follow up service and perform checking of loan document submitted.
• Liaises with service provider and agent for case to case follow up and ensure there is no lapse by handling mortgage case within time frame given.
• Ensure work processes and procedures are comply through perform inventory count of service provider contract and renewal contract.
• Perform incentive payment on monthly basic to ensure service provider receive incentive within time frame given and accurately.
• Handling staff particular update and perform monthly checking of department fixed asset.
• Provide suggestion and idea for improving department strategy and procedure.
• Mortgage Sales Centre, Backend support

• Joined as Senior Executive, rapidly promoted as Manager through a series of increasing responsibility in management position based on strong financial operating.
• Analysis customer cases, enquiries, complaints and requests on daily basic through service request raised by frontline officer.
• Ensure request and issue attended on win-win solutions between internally and externally.
• Ensure work process are comply with company policy, standards and laws and regulations.
• Manage and liaise with internal stakeholders and relevant department units to resolve customer enquiry and complaint to achieve SLA within timeline given.
• Handle and review department’s SOP-Standards Operating Procedure from time to time to minimize redundancy work and increase the quality of work in order to meet customer expectation.
• Able to cope with high volume tasks and manage daily productivity works effectively and efficiently.
• Achieve zero detective on error and processing work.

Achievement

• Awarded service excellent in year 2015 and rewarded by company trip to Bangkok
• Achieved Best QCA for quarter 2(April to June2015)
• Achieved Best IBF team for quarter 2(April to June2015)
• Achieved Best IBF team for quarter 3(July to Sept2015)
• Received letter of Commendation for service excellent in year 2015
• Achieved 100% attendance award in year 2015
• Achieved Best Overall Inbound Fulfilment Awards for year 2015
• Attended SEED FOUNDATION PROGRAMMED TIER 1

• Handling Singapore customer complaint and provide solutions within specific time frame given.
• Attend agent enquiries and claim issues
• Reduce customer complaint and achieve Win-Win solution between stakeholders.
• Manage internal and external party
• Created synergy through working effectively with team member.

Achievement

• Received customer compliment for good service
• Achieved Ms Healthy through full attendance in year 2012