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Skills

  • Operational improvement
  • Compliance with Six Sigma management
  • Cross-border Payment Processing
  • Regulatory compliance
  • Escalation management
  • Problem resolution
  • MS Office
  • Communications
  • Revenue generation
  • Human resources knowledge

Work Experiences

  • Designed cross-functional training programs that increased team readiness for system updates, reducing onboarding time by 11 weeks.
  • Improved customer retention by 16% by resolving escalated customer issues.
  • Used positive motivational techniques to engage employees in business processes.
  • Achieved Excellence Award for highest transaction speed and accuracy.
  • Collaborated with the marketing team to promote a new remittance feature, leading to a 80% increase in user engagement.
  • Collaborated with the marketing team.
  • Created a customer knowledge center for remittance-related FAQs.
  • Collaborated with compliance.
  • Submitted loan applications to the loan underwriter for review and approval.
  • Achieved this in 18 months.

Summaries

  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Costs were consistently reduced while profits were increased.
  • Analytical Remittance Officer.
  • Accomplished Remittance Officer.
  • Aligned strategies with regulatory standards.
  • Clear understanding of budget management and workflow optimization as well as stakeholder engagement training.
  • Accomplished in managing remittance portfolios for corporate and high-net-worth clients, offering customized solutions that boost client loyalty and satisfaction.
  • Committed to improving service delivery outcomes.
  • With over 17 years of experience in sales and branch management, loan management, and general bank operations, I am a results-oriented self-motivator.
  • Remittance Officer with 18 years of successful client relations and quality assurance experience.

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Onboarded over 14 new corporate clients in 2016, increasing transaction volume and contributing to company revenue growth.
  • Developed strong relationships with banking partners in category, optimizing remittance processes and turnaround times.
  • Managed inbound remittance transactions totaling 10 monthly, meeting strict processing deadlines 25% of the time.
  • Developed and implemented a dedicated customer inquiry system, reducing response time to remittance-related questions by 19%.
  • Reviewed and improved fee deduction policies, resulting in higher transparency and increasing client trust, reflected by a 49% uptick in feedback scores.
  • Standardized best practices across 6 regional offices, facilitating faster remittance resolutions and enhancing interdepartmental efficiency.
  • Audited and reconciled remittance accounts weekly, ensuring accuracy and reducing reporting errors by 57%.
  • Led implementation of new fraud detection tools, reducing fraudulent transactions by 38% within 6 months.
  • Successfully managed a remittance platform upgrade, ensuring 51% up-time throughout the migration with zero customer impact.

Affiliations

  • Federal Reserve Payments Study Working Group
  • Association for Financial Professionals (AFP)
  • Remittance and Cross-Border Payments Summit Committee
  • Compliance Risk Management Forum
  • Remittance Process Improvement Society
  • National Association for Business Economics (NABE)
  • ISO 20022 Certification Committee
  • World Bank Group – International Remittances Project
  • Society of Human Resource Management
  • International Council of Nurses

Certifications

  • Certified Treasury Professional (CTP)
  • International Remittance Experts Certification
  • Payment Card Industry Data Security Standard (PCI DSS) Compliance Certification
  • Certified Fraud Examiner (CFE)
  • CompTIA Network+
  • Certified Specialist in Anti-Money Laundering (CSAML)
  • Certified Public Accountant
  • Payments Card Industry Professional (PCIP)
  • Certified Information Systems Auditor (CISA)
  • Certified Financial Transaction Specialist (CFTS)

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