Peter Lim
Summary
Have customer service experience as had served in the bank’s contact/call centre for more than 5 years.
Besides servicing banking customers on the phone as a fraud transaction monitoring and fraud investigations officer, had also served both the banking and retail customers/clients respectively. Am comfortable speaking both English and Mandarin.
Administratively, had attended and responded to email queries, prepared management information (MI) reports, investigations report, updating of job/tasks trackers etc.
Overview
29
29
years of professional experience
Work History
Assistant Manager
HSBC BANK (SINGAPORE) LIMITED
2022.01 - 2023.05
- Ensured that orders from the authorities (Singapore Police Force, Monetary Authority of Singapore, Ministry of Defence, Corrupt Practices Investigation Bureau, Central Narcotics Bureau Inland Revenue Authority of Singapore etc) to the bank are addressed and fulfilled in a timely manner.
- Ensured that all requested information, banking documents and the bank’s replies are properly secured and documented with a clear audit trail.
- Administrative duties such as data entries performed into the department's detailed tracker before, during and after fulfillment of the orders were strictly observed.
- Dealt with queries from the bank’s lines of business in a professional and responsive manner.
- Dealt with queries from external parties in a professional and accurate manner.
- Stationed in the Singapore, (Anti Scam Centre) to provide quick data support for the police’s anti scam intervention purposes.
- Was the bank’s representative for testifying in the Singapore Court of Law pertaining to the relevant production order worked on previously, when required.
- Performed other ad hoc duties that required immediate attention.
Banking Cards Fraud Investigator/Monitoring
HSBC BANK (SINGAPORE) LIMITED
2005.12 - 2021.12
- Contacted customers directly to notify of fraudulent activity and minimize impacts during transaction monitoring.
- Conducted prompt and thorough investigations on referred files.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Interviewed customers thoroughly, asking appropriate questions to ascertain critical details about each of the customer’s dispute.
- Investigated cases of cards fraud, which involved upwards of SGD50K per case.
- Summarized all key information regarding investigations into detailed report for delivery to management.
- Attended court case hearings as the bank’s representative to testify in the small claims court for dispute cases, fielded questions from the various judges of each case successfully.
- Conducted relevant trainings to staff and outsourcing parties.
- Demonstrated respect, friendliness, and willingness to offer help wherever needed.
Authorisor
Hong Kong and Shanghai Banking Corporation
1997.05 - 2005.11
- Provided 24-hour authorisation support to the bank's credit and debit card merchants inSingapore and Brunei, which had subscribed to the bank's cards payments platform.
- Issued cards transactions decision outcome to the merchants, by liaising with the issuing banks both in SIngapore and overseas cards issuers.
- Provided excellent and prompt customer service to our merchants.
- Assisted merchants in handling difficult/sensitive customers.
- Assisted merchants on preventing fraudulent activity being done at their premises.
- Monitored and provided health checks for all the banks ATMs in Singapore.
- Provided customer service to the bank's cards members in Singapore and Brunei.
- Helped in the monitoring of possible fraudulent activities on the bank's cards.
- Was in charge of the team's business recovery and contingency plan.(Planned and conducted successfully live contingency exercises at off site locations to ensure smooth transition of business in times of unforeseen emergencies).
Systems Coordinator
Hongkong and Shanghai Banking Corporation
1995.03 - 1997.05
- Acted as a middleman for the bank's IT systems application programmers and the systems users in the bank.
- Recorded system bugs and issues highlighted by the users and troubleshoot on site.
- For more complex issues, referred the cases to the specialist programming team.
- Collected daily reports for the whole department and distributed them accordingly quickly.
- Performed quarantine checks for all the computers in the department on a bi-weekly basis.
Store Supervisor
Watsons Singapore
1994.05 - 1995.02
- Performed duties such as inventory monitoring, store cleanliness, products display, cashiering, customer service and data entries.
- Ensured the store is accessible to all and minimised shoplifting at the same time.
- Rendered assistance to customers' general queries and requests.
- Evaluated supplies to ensure sufficient stocks in the store.
- Liaised with suppliers during stocks ordering
- Assisted the store's Assistant Manager and Manager in other ad hoc duties such as inventory checks.
- Ensured that end of day takings and stock supplies are accounted for.
- Ensured that staff on duty are professional and performed their roles and duties properly.
Education
Achieved Diploma - Computer Studies
Informatics IT School
Singapore12.1996
A Levels -
BMC
Singapore1991
Skills
- Able to communicate very effectively in spoken and written English
- Able to communicate well in spoken Mandarin and other Chinese dialects
- Experienced in using Microsoft Excel and Words
- Experienced in providing in-person or phone-based customer service
- Multitasking
- Analytical
- Administrative duties
- Able to work both independently or in a team
- A team player
- Administrative duties
- Able to work both independently or in a team
- A team player
Timeline
Assistant Manager
HSBC BANK (SINGAPORE) LIMITED
2022.01 - 2023.05
Banking Cards Fraud Investigator/Monitoring
HSBC BANK (SINGAPORE) LIMITED
2005.12 - 2021.12
Authorisor
Hong Kong and Shanghai Banking Corporation
1997.05 - 2005.11
Systems Coordinator
Hongkong and Shanghai Banking Corporation
1995.03 - 1997.05
Store Supervisor
Watsons Singapore
1994.05 - 1995.02
Achieved Diploma - Computer Studies
Informatics IT School
A Levels -
BMC
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