Rachel Lim @
Khin Thandar Tun
Summary
Analytical and detail-oriented operation specialist with a strong passion for advancing in a well-established financial institution. Offers comprehensive knowledge and experience in cross-border payments, banking, fraud prevention, and compliance. Strives for career progression to utilize motivation and work ethic to contribute to company success.
Overview
15
15
years of professional experience
3
3
Certifications
Work History
Customer Support Associate – Middle Office Operation
CONVERA (Formerly Western Union Business Solution)
10.2019 - Current
- Work in a fast-paced environment with daily interaction across multiple teams and matrix organizations in multiple geographies.
- Provide basic training and support to customers, ensuring customers understand how to use our solution effectively
- Provide technical and operational support for customer queries and issues through direct user interaction (Case, email, and phone).
- Escalate complex IT incidents promptly per support guidelines and procedures
- Analyzing and solving problems of diverse scope. Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems
- Assist compliance team in compliance held on customer’s payments and communicate with customers when required to handle escalated or complicated cases with strong customer empathy as well as clear communication of decisions and policies
- Maintain an understanding of AML/CFT Regulations and how these impact the business, as well as CONVERA products and Services
- Work with customers on fraud solutions and leverage the knowledge to provide guidance towards the risk performance improvement plans
- Educate users on how to maintain security and safety responsibility for fraud prevention
- Be a payment processing specialist to work on SWIFT messages for the post transaction investigation as my 2nd functional area expertise
- Prepare training notes for new hires and coach different tasks
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Perform daily reconciliation with settlement team on outstanding credits
- Manage to achieve team’s KPI and individual KPI monthly
- Assist in UAT testing prior to product implementation, report the issue via JIRA/Confluence and other ad-hoc projects
Senior Officer- Branch Operation
UOB Bank
07.2015 - 01.2017
- Company Overview: Group Channel & Digitalization
- Handle review and approval for day to day personal & corporate account opening and cash transaction performed by tellers and officers
- Ensure the relevance and completeness of AML/KYC screening supplied by CSOs and branch personal bankers and perform due diligence checks and information searches to comply with bank standards of client on-boarding
- Exercise vigilance when performing duties and highlight unusual and suspicious transactions
- Ensure full compliance in meeting UOB group's service delivery standard
- Involve in projects for innovation solutions and idea contribution to creating the digital experience and the 'WOW' Experience to customers
- Manage to achieve branch's strategic KPI monthly
- Be a branch service manager to lead the branch operation team on the acquisition of deposit and loan
- Perform cash officer duties when assigned
- Perform general administrative duties (eg. TT transaction for maker/checker via scanning, KPI reporting, documentation and filing and so on)
- Prepare branch's KPI reports to branch manager and senior management
- Ensure customer requests are dealt with in a timely and consistent manner while adhering to regulatory and compliance and internal security and control requirements
- Group Channel & Digitalization
Executive – Casino Operation
Resort World Sentosa
08.2010 - 04.2014
- Company Overview: VIP Marketing
- Create new relationships with potential patrons and strengthen ones with existing patron
- Maintain security and confidentiality of players' personal data and ensure compliance with company and regulatory policies
- Store guest information into the Casino Management System (CMS), Opera Software and other files
- Involve in KYC check for new Casino members align with the company and Singapore regulatory policies
- Prepare accommodation to VIP Guests from Myanmar, Indonesia, Vietnam, Cambodia, and Thailand
- Plan the itinerary of VIP patrons on their trip in Singapore
- Function as the marketing contact and host customers at events and promotions
- VIP Marketing
Education
Master of Business Administration - MBA with Distinction
University of Sunderland
Postgraduate Diploma in Management - undefined
Kaplan - Asia Pacific Management Institute
Bachelor of Business Administration - undefined
Yangon Institute of Economics
Yangon, MyanmarBachelor of Science (Hons) - Computing and Information System
London Metropolitan University
Skills
Amazon Connect
Certification
Certificate of Analytic: From Data to Insights, 01/23, NUS Advanced Computing for Executrices – School of Computing
Educational References
upon requested
Professional References
upon requested
Timeline
Customer Support Associate – Middle Office Operation
CONVERA (Formerly Western Union Business Solution)
10.2019 - Current
Senior Officer- Branch Operation
UOB Bank
07.2015 - 01.2017
Executive – Casino Operation
Resort World Sentosa
08.2010 - 04.2014
Postgraduate Diploma in Management - undefined
Kaplan - Asia Pacific Management Institute
Bachelor of Business Administration - undefined
Yangon Institute of Economics
Bachelor of Science (Hons) - Computing and Information System
London Metropolitan University
Master of Business Administration - MBA with Distinction
University of Sunderland
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