ALEX KOK WEE KEONG
Summary
Career-minded professional with a strong desire to contribute to a professional environment. Detail-oriented and capable individual with a proven track record in collaborating, managing, and planning for support functions. Extensive experience in preparing and executing organizational workflows and processes. Responsible and supportive team player well-versed in industry rules and regulations.
Overview
16
16
years of professional experience
Work History
Digital Engagement
GXS Bank Pte Ltd
04.2022 - Current
- Collaborated with cross-functional teams (Legal, Compliance, Onboarding) to resolve KYC discrepancies and streamline client onboarding processes.
- Setting up the initial phase of digital bank, contributing in the SLA, Risk and Ad hoc project related to CRM and NICE
- Provide real time human-assisted customer support via various channels including but not limited to voice, live chat, email, social media, L1 and L2 support, handle enquiries and resolve any issues while building and maintaining good relationships with Digibank customers in Singapore
- Clear understanding and adherence to the SOPs, resolution solution and on-going process improvements
- Follow through and escalation to internal & external parties as necessary to resolve any issues from our customers
- Enhanced customer engagement through personalized follow-up calls, fostering stronger relationships.
- Provide regular data analytics, project / issue reports to operations head, Customer Service management team as required
- Leveraged social media analytics to refine digital engagement strategies, leading to higher engagement rates.
Service Relationship Manager
Citibank Citigold
07.2014 - 04.2022
- Proactively seeking to identify customers' needs and effective at cross-selling and referring leads to the appropriate channels for follow-up
- Take full ownership of customers' problems and ensure complete customer satisfaction of problem resolution
- Maintained up-to-date client risk profiles and ensured adherence to PEP (Politically Exposed Person) identification protocols
- Directing all operational aspects including distribution, customer service, human resources, administration and sales in accordance with the bank's objectives Providing training, coaching, development and motivation for bank personnel
- Conducted Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD) for high-risk clients to ensure compliance with global AML/CFT regulations (e.g., FATF, OFAC, EU directives).
- Ensure all necessary KYC documents upon new account opening
- Maintaining proper documentation for clients on W8,W9, Fatca and CRS
- Proficient in AML software and databases
- Maintained detailed knowledge of industry regulations and compliance requirements, advising clients on best practices to mitigate potential risks.
Direct Marketing Executive
United Overseas Insurance
07.2009 - 07.2014
- Attend to customer's queries, contact with Customer either over the phone
- Inbound call center
- Prepare, and ensure completeness of documents and contracts related to e-banking clients administrative on Cancellation, amendment and reinstatement of policy
- Review calls recording on any customer dispute arising, related to mis-selling during sales process
- Archive and retrieving of insurance document assist with Firdec related to customer dispute
- Increased customer acquisition by developing and implementing targeted direct marketing campaigns.
Education
ICA Advanced Certificate - Governance, Risk and Compliance
International Compliance Association
Diploma - Technology
Ngee Ann Polytechnic
Diploma - Anti Money Laundering/Counter Financing Terrorism
International Compliance Association
Bachelor's Degree -
University of Birmingham City
SingaporePersonal Information
Nationality: Singaporean
Awards
- Excellent Service Award Silver 2020
- IBF Qualified for Compliance
- IBF Qualified for Sales management
Professionalreferences
- Liyana Branch Operations and Service Manager, Citibank 90901701
- KC Vice President, Customer Assurance, OCBC Singapore, 96530888
Timeline
Digital Engagement
GXS Bank Pte Ltd
04.2022 - Current
Service Relationship Manager
Citibank Citigold
07.2014 - 04.2022
Direct Marketing Executive
United Overseas Insurance
07.2009 - 07.2014
Diploma - Technology
Ngee Ann Polytechnic
ICA Advanced Certificate - Governance, Risk and Compliance
International Compliance Association
Diploma - Anti Money Laundering/Counter Financing Terrorism
International Compliance Association
Bachelor's Degree -
University of Birmingham City
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