Julie Belle Angeles Nair
Risk & Surveillance Manager
Summary
Highly organized Risk Manager with 5+ years of experience in identifying, evaluating, and managing risks. Adept in financial analysis, claims management, and developing risk mitigation plans.
Since leaving the corporate environment in March 2020, it was meant to be an adult gap year pursuing personal interest in Photography certifications and personal private trading activities whilst spending time with My young family.
Energized and eagerly looking to get back to corporate settings.
Overview
12
12
years of professional experience
10
10
years of post-secondary education
Work History
Assistant Manager
Citigroup
05.2016 - 03.2020
- Assistant Manager – Investment and Insurance Sales Surveillance
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
Assistant Manager
Citigroup
01.2014 - 03.2020
- Promoted to Internal Detection of Fraud and Risk Department for Sales Surveillance (Vallar & Invictus Department)
- A pioneering member to transition countries such as Philippines, Thailand, Hong Kong, Singapore, Vietnam, Malaysia and Australia process
- Liaising and work closely with In-Countries to re-align process work flow for Internal Fraud Investigation as agreed within the Regional guide line
- Investigation involving reviews and disposition of report triggers which also involve document/call reviews, analyze client's behaviors based on client KYC, Account information and Trend analysis
- To deliver high quality Investment and Insurance Surveillance Reports by coordinating the Internal Investigation and escalation of potential issues
- Documenting exception findings and tracking corrective actions
- Provide feedback and coaching on correct phone sales process to Sales Representatives and Branch Relationship Managers
- Provide feedback and coaching to Investment and Insurance Sales Surveillance Executive
- Set up and host weekly governance meetings to discuss and in-line with Compliance and Process Improvement
- Trained newcomers for process workflow.
Fraud Application Senior Coordinator
Citigroup
11.2014 - 05.2016
- On boarded / transitioned over Philippines process
- Country Single contributor of delivery for Fraud Application for Philippines on monthly department queue progression
- 1st to be trained by the in-country process Owners, taking the lead in pioneering it here in Kuala Lumpur
- Delivery ownerships are - Fraud Applications with 9 different files which is broken into daily and monthly tasks
- Primary task is to check any suspicious/ fraudulent/ altered documentation - i.e: Applicants ID, Passport, Payslips, Income documents and tax submitted form
- Ingenuity and Persistency to vent through documentation which is not seen at surface level of applications
- Involve in setting up Occupancy, Utilization and Workload Tracking - which was the 1st for this role
- To meet Daily and Monthly reports as per SLA
- Backup for Fraud Detection Team Philippines.
Detection Senior Specialist
Citigroup
01.2014 - 10.2014
- Country liaison on all detection of fraud for Singapore
- To conduct objective timely investigations into allegations of fraud against the bank
- To minimize and possibly achieved zero losses by detecting and preventing suspicious transactions using Eclipse application for Citibank Singapore credit card holders; for normal users and VIP clients
- Working on about 250-300 accounts with a turnaround time of 3-4 minutes per cases
- Review unusual number of transactions, a sudden spike of transaction amount and suspicious out of pattern.
- Also handles Banking fraud by monitoring any out of pattern withdrawal amounts, location and sudden increase number of withdrawals
- Learn new fraud trends such Account Take Overs, Duress cases, online Fraud, account take over or skimming fraud
- Trained for other country's fraud detection processes for India, Australia and Philippines
- To liaise directly with other process such as: Dispute Team - to send email if there's any disputed transactions due to fraud
- Authorization Team - receives call for override process so that customers can make big amount transactions
- Relations Managers or Citi-phone officers - receives call to seek advice to unblock clients credit card which was blocked by Fraud team itself due to suspicious activities.
Limitation and Appeal Executive
PayPal
06.2012 - 12.2013
- Promoted in a pioneering team for PayPal Kuala Lumpur as a Limitation and Appeal executive
- To answer phone calls, emails, and case work from customers and work to resolve customer queries on account limitations
- Initiate call backs to follow up on unresolved limitation cases with the customers
- Research using the appropriate tools, limiting accounts as appropriate or lifting based on appeal steps, closing out of buyer complaints and logging relevant case related information
- Creating reported cases for suspicious activities such as: Suspicious account access, Unauthorized transactions, Stolen financial issues, Any risk related activities for buyer and seller's accounts
- Investigate on cases using multiple resources including: Tracking customer contact, To check on funding source, ebay rating, Phone matches, IP search and various websites, Fraud link accounts activities, To confirm whether user and counterparty are involved in suspicious activity or fraud trend
- Proactively liaising with relevant departments to work on certain cases such customer's selling activities, receiving and sending funds activities and compliance issues
- Requesting necessary documents from the customers for validations before making a final decision to grant or deny appeal on a limited account.
Limitation and Appeal Executive
PayPal
06.2012 - 12.2013
- Promoted in a pioneering team for PayPal Kuala Lumpur as a Limitation and Appeal executive
- To answer phone calls, emails, and case work from customers and work to resolve customer queries on account limitations
- Initiate call backs to follow up on unresolved limitation cases with the customers
- Research using the appropriate tools, limiting accounts as appropriate or lifting based on appeal steps, closing out of buyer complaints and logging relevant case related information
- Creating reported cases for suspicious activities such as: Suspicious account access, Unauthorized transactions, Stolen financial issues, Any risk related activities for buyer and seller's accounts
- Investigate on cases using multiple resources including: Tracking customer contact, To check on funding source, ebay rating, Phone matches, IP search and various websites, Fraud link accounts activities, To confirm whether user and counterparty are involved in suspicious activity or fraud trend
- Proactively liaising with relevant departments to work on certain cases such customer's selling activities, receiving and sending funds activities and compliance issues
- Requesting necessary documents from the customers for validations before making a final decision to grant or deny appeal on a limited account.
Customer Solution Executive
PayPal
01.2012 - 06.2012
- Hand-picked to join Outreach Team after two months in In-bound process
- One of the pioneers for Outreach process in PayPal Kuala Lumpur site
- To reply e-mail enquiries and call backs to the customers
- Resolving and providing alternative solutions for customer's enquiries such as: Changing Address, Processing Manual Verification, How to verify PayPal account, How to Top Up, Create and send reports for missing withdrawals and top up issues
- To initiate 'service call back'
- A call survey ensuring customers satisfactions and their feedbacks on PayPal's product and services
- Contributed my skills on assigned task for English Thai ques
- This was to assist on increasing NPS score for Thailand queue by understanding and providing accurate solutions to English speaking customers registered a Thailand PayPal account.
Customer Solution Executive
PayPal
01.2012 - 06.2012
- Hand-picked to join Outreach Team after two months in In-bound process
- One of the pioneers for Outreach process in PayPal Kuala Lumpur site
- To reply e-mail enquiries and call backs to the customers
- Resolving and providing alternative solutions for customer's enquiries such as: Changing Address, Processing Manual Verification, How to verify PayPal account, How to Top Up, Create and send reports for missing withdrawals and top up issues
- To initiate 'service call back'
- A call survey ensuring customers satisfactions and their feedbacks on PayPal's product and services
- Contributed my skills on assigned task for English Thai ques
- This was to assist on increasing NPS score for Thailand queue by understanding and providing accurate solutions to English speaking customers registered a Thailand PayPal account.
Customer Service Executive
PayPal
11.2011 - 12.2011
- Handled inbound e-mails and phone enquiries
- To provide basic troubleshooting for PayPal users such changing of password, declined payments, send and receiving payment and other related PayPal enquiries
- To advice on risk model related issues, fees enquires and how to use PayPal.
Customer Service Executive
PayPal
11.2011 - 12.2011
- Handled a mix of 50 inbound e-mails and phone enquiries
- To provide basic troubleshooting for PayPal users such changing of password, declined payments, send and receiving payment and other related PayPal enquiries
- To advice on risk model related issues, fees enquires and how to use PayPal.
Global Service Executive - (Inbound)
HSBC
09.2008 - 11.2011
- Handled on an average of 50 inbound enquiries for HSBC credit card and banking enquiries from Australia
- Taking ownership for queries from first contact to resolution
- To advice customers on related financial status such as current balance, interest charges and transaction details or histories
- To assist clients issuing new card on lost and stolen cases
- Interacting directly with potential, new and existing clients to ease banking usage
- Promoting and informing customers of all latest products
- Liaising with other department such as Collections and Fraud Team.
Education
BBA - Economics
Disted- Stamford College
Pulau Pinang 07.2004 - 08.2006
Diploma in Hospitality in Hospitality/ Tourism Management -
Disted - Stamford College
Pulau Pinang 01.2002 - 06.2004
'O' LEVELS -
Sufri Bolkiah Secondary School
Tutong, Brunei 01.1996 - 12.2001
Skills
Market outlook Analysis
Additional Information
Skills: Impeccable attention to detail and the ability to complete tasks quickly and efficiently. Hands-on experience with a range of office programs including Microsoft Word and Excel, and the ability to learn new applications with confidence and ease. Experienced Office Package: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook Express Experienced Operating Systems: Windows9X, Windows2000, Windows ME, Windows XP, Windows Vista.
Accomplishments
An effective bridge between VOE and the Social Committee/ Management
Drives participation and engagement in activities organized by VOE and Social Comm. Displayed detail-orientation and zeal in creative areas (props/deco).
Key contributor to the CTSM career fair and GCD Family Day for F&A.
Key project led - Celebration of Merdeka Deco Competition and Diwali Rangoli Kolam Competition winning 2nd place consecutively.
Proactively in organizing events for CTSM such as X-box games, indoor competitions.
Highly involved in Directing and Choreography for the opening act for Annual Dinner 2015.
Official photographer for main events in CTSM
Timeline
Assistant Manager
Citigroup
05.2016 - 03.2020
Fraud Application Senior Coordinator
Citigroup
11.2014 - 05.2016
Assistant Manager
Citigroup
01.2014 - 03.2020
Detection Senior Specialist
Citigroup
01.2014 - 10.2014
Limitation and Appeal Executive
PayPal
06.2012 - 12.2013
Limitation and Appeal Executive
PayPal
06.2012 - 12.2013
Customer Solution Executive
PayPal
01.2012 - 06.2012
Customer Solution Executive
PayPal
01.2012 - 06.2012
Customer Service Executive
PayPal
11.2011 - 12.2011
Customer Service Executive
PayPal
11.2011 - 12.2011
Global Service Executive - (Inbound)
HSBC
09.2008 - 11.2011
BBA - Economics
Disted- Stamford College
07.2004 - 08.2006
Diploma in Hospitality in Hospitality/ Tourism Management -
Disted - Stamford College
01.2002 - 06.2004
'O' LEVELS -
Sufri Bolkiah Secondary School
01.1996 - 12.2001
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