Rachelle Munsayac Espiritu
Specialist Associate For Client Onboarding
Guiguinto
Summary
Knowledgeable in Anti- Money Laundering and Fraud Compliance with solid foundation in specialized tasks and track record of delivering results through targeted initiatives. Proven ability to implement effective strategies that enhance operational efficiency and support team objectives. Demonstrated proficiency in problem-solving and project management.
Overview
19
19
years of professional experience
Work History
Specialist- Client Onboarding
American Express, Global Commercial Services
01.2019 - Current
- Conducting audit and compliance checks for Australia, Hong Kong, Singapore and New Zealand Markets
- Anti-Money Laundering Team
- Conducts legal review for complex structures prior to Onboarding Small Business to Large Markets
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all compliance policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
Fraud Disputes and Recoveries Analyst 5.3
Australia and New Zealand Banking Group Limited
04.2016 - Current
- Fraud Disputes Customer Claims
- In depth analysis on Cardholder initiated and Falcon Detected Fraud Cases
- Minimise losses of the bank by raising chargeback to the merchant
- Investigates and conducts interview to the cardholder via phone call (inbound and outbound) or email correspondence
- Extracts Report and Data for ATM Withdrawals and EFT POS Transactions
- Challenge the customers after thorough investigation of their claims
- Coordinates with External Investigation Team and Branch for Police report and CCTV footage request to identify the fraudster or scammers
- Ensure to work on cases in a timely manner to avoid losses for the bank due to out of time transactions
- Process end to end Scheme disputes for Visa and Mastercard depending on reason code
Collections Officer 6.1
Esanda Early Stage Collections
05.2014 - 04.2016
- Asset Finance
- Working on Auto Loan Accounts in Dialler Early Stage
- Setting Arrangements with Esanda Customers based on a realistic and timely approach
- Issuance of Default Notices
- Coordinates with other departments (Late Stage, Non Routine and Hardship) when customer accounts needs to be referred
New to Bank Acquisitions Officer
New to Bank Acquisitions Officer
03.2013 - 05.2014
- Outbound Sales to obtain New to Bank Customers
- Working on an end to end process from the point of sale, Customer submitting documents to the bank, Fulfilment department up to Credit Approval
- Ensures follow up with CM regarding courier schedule and Submission of documents
- Diligently monitors the application and update the customer in a timely manner to make sure customer engagement
- Works closely with Team Lead and SME for product updates and Sales effectiveness
Collections Account Manager
Advance Credit Management Philippines Pty Ltd.
10.2012 - 03.2013
- Works for a debt acquisition company in Australia
- Handling portfolio of debts 2 years to 4 years old
- Responsible for skip tracing and researching in order to locate debtors using tools and system being used by the process
- Contacts debtors and specifically handles accounts to ensure payment will be made
- Creates payment arrangement, payment plans or requires payment or settlement in full depending on the debtor’s profile
- Responsible for sending correspondences, emails, fax messages to ensure collections
- Coordinates with responsible parties (internal or external) in order to resolve disputes, ensure compliance and accurate resolution for each accounts.
- I was asked to handle team task for collections forecast and team huddles for cascading updates
- Required to make at least $30,000 AUD collections in a month and was able to hit the target consistently being on the Top 5 spot for three consecutive months
Customer Relations Specialist for Communications
Geo Estate Development Corporation
02.2011 - 10.2012
- Customer Profiling and Credit Check Background
- Handles the Entire Database of all Unit Owners including personal and confidential information
- Administrator for CRM (system used for Database and Reporting)
- Handles Client Engagements, PR and marketing events for The Beacon and other GEDC real estate projects
- Handles weekly reporting in terms of Unit Status, Rectification and Movements in the tower
- Closely monitoring turnover and occupancy issues of Unit Owners
- Daily Sales Reporting and Transfer of ownership for Unit owners
- Working on a team of 4 turnover staff who directly reports to me about accepted, rejected and units that needs to be rectified
- Handles decision making for sensitive situations such as legal and official matters (ex. Special Power of Attorney, Spouses, Properties declared/not declared by the buyer)
- Front liner for client’s cases that needs to be addressed immediately whether through email, meetings with top management or one on one interaction.
- Handles Interoffice Memo releasing, filing and admin works
- Contact suppliers and providers for whatever the company/department needs
Credit and Collections Analyst (Support/ Admin)
Brady Direct Marketing Philippines
12.2009 - 01.2011
- Accounts Receivable working on Collections for Past due Invoices up to Management Cases
- Credit Releasing and Credit Review
- Handles web invoicing for US and Canada customers directly dealing with Brady and its subsidiaries
- Handles tasks for gathering contact information from customers for direct correspondence
- Processing Write-Offs, Bankruptcy, Offsets Shared Mailbox
- Occasional Inbound/Outbound call for verifying payment information, status from Accounts Payable (customers)
- Expertise in SAP application
- Handles Training and Orientation for new entrants and System navigation
Financial Services Advisor
JP Morgan Chase & Co.
02.2009 - 12.2009
- Card Activation for Chase Visa and MasterCard
- Sales Enhanced Services and Identity Theft Protection
- Account Specialist for Chase Cardholders
- Handles Credit Card Write Offs, Credit Check for Exclusive Chase Cardholders
Customer Service Associate Level 3
Stream Global Solutions
09.2006 - 02.2009
- Sales Representative for Sprint/ Nextel Inbound Campaign
- Customer Care Specialist for AT&T Cingular Wireless
- Customer Care Specialist for American Express
Education
Holy Child Catholic School
BS-Tourism - undefined
La Consolacion College Mendiola
Manila01.2005
AB-Literature - undefined
University of Santo Tomas
01.2003
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Sto.Niño Academy
01.2002
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Sto.Niño Academy
01.1998
Skills
- Customer relations
- Quality assurance
- Team collaboration
- Analytical thinking
Timeline
Specialist- Client Onboarding
American Express, Global Commercial Services
01.2019 - Current
Fraud Disputes and Recoveries Analyst 5.3
Australia and New Zealand Banking Group Limited
04.2016 - Current
Collections Officer 6.1
Esanda Early Stage Collections
05.2014 - 04.2016
New to Bank Acquisitions Officer
New to Bank Acquisitions Officer
03.2013 - 05.2014
Collections Account Manager
Advance Credit Management Philippines Pty Ltd.
10.2012 - 03.2013
Customer Relations Specialist for Communications
Geo Estate Development Corporation
02.2011 - 10.2012
Credit and Collections Analyst (Support/ Admin)
Brady Direct Marketing Philippines
12.2009 - 01.2011
Financial Services Advisor
JP Morgan Chase & Co.
02.2009 - 12.2009
Customer Service Associate Level 3
Stream Global Solutions
09.2006 - 02.2009
BS-Tourism - undefined
La Consolacion College Mendiola
AB-Literature - undefined
University of Santo Tomas
undefined
Sto.Niño Academy
undefined
Sto.Niño Academy
Holy Child Catholic School