Senior Analyst - Financial Market
Cavite
I have over 15 years of experience in the BPO industry, providing customer support through voice, chat, and email channels. Throughout my career, I have developed strong communication, problem-solving, and customer service skills while consistently meeting performance and quality standards. In addition to customer service, I have experience in the financial services industry, specializing in Know Your Customer (KYC), Customer Identification Program (CIP), and Transaction Monitoring. My responsibilities included verifying customer identities, reviewing documentation, conducting due diligence, monitoring transactions for unusual or suspicious activity, and ensuring compliance with anti-money laundering (AML) and regulatory requirements. I am detail-oriented, analytical, and committed to maintaining accuracy and compliance while delivering excellent customer service. I am a collaborative team player who adapts quickly to new processes and technologies, welcomes constructive feedback, and continuously seeks opportunities to improve my performance. My combination of extensive BPO experience and financial compliance knowledge enables me to contribute effectively in both customer-facing and back-office operations.
eClerx Phils Inc, full_time
Aug 2023 to Apr 2026
L1 Transaction Monitoring for Evolve Bank and Trust Alert Screening Review system-generated alerts for unusual or suspicious transactions, ensuring timely handling of flagged activity. Initial Case Assessment Conduct preliminary analysis of transaction details against customer profiles to determine if activity is consistent or potentially suspicious. Data Verification Validate transaction information using internal systems and available client records to confirm accuracy. Escalation Refer complex or high-risk cases to Level 2/Level 3 analysts or Compliance teams for deeper investigation. Documentation Record findings, decisions, and rationale in monitoring systems to maintain audit trails and support regulatory reporting. Collaboration Communicate with senior analysts and Compliance teams to clarify issues and ensure proper resolution of alerts. Policy Adherence Follow established AML/BSA/KYC guidelines and internal procedures to ensure compliance with regulatory standards. EDD for Coastal community Bank (CCB) Conduct thorough investigations of high-risk clients by examining ownership structures, transaction histories, and business operations to evaluate potential financial crime exposure. Leverage proprietary databases and public records to identify whether clients appear on sanctions, watch lists, or debarment lists, ensuring strict compliance with regulatory standards. Partner with Relationship Managers, Compliance teams, and cross-functional departments to uphold BSA/AML/KYC requirements and effectively resolve compliance- related issues. Self-Sourcing and Client Outreach for Bank of America Independently source and verify client information, ensuring accurate collection of identification documents, ownership structures, and business details in line with regulatory requirements. Sending of documents coming from COS to assigned CDD per entity/ business Checking of documents in AWARE if it was successfully ingested
CITCO International Support Services Limited- Philippine ROHQ, full_time
Jul 2022 to Jan 222022
Review and process pending KYC documentation to ensure timely completion and compliance with regulatory standards. Communicate with Investor Relations, Account Managers, and Investors via email to follow up on outstanding KYC documents and provide account updates. Manage escalated KYC cases received from the Curacao office, ensuring prompt resolution and adherence to internal procedures. Utilize third-party tools such as Negative News Search, People Finder, and MRZ verification systems to validate client information and authenticate passport details. Conduct Politically Exposed Person (PEP) screening and verification to assess potential risk and maintain compliance with AML/KYC requirements.
PayPal Phils Inc, full_time
Apr 2019 to Jul 2022
Review pending KYC documentation to ensure completeness, accuracy, and compliance with regulatory requirements. Verify that submitted documents meet outstanding elements and are valid upon detailed review. Apply a Risk-Based Approach (RBA) to streamline communication and minimize repetitive follow-ups with customers and entities. Utilize third-party tools such as Lexis Nexis, ASIC, IRS, Receita (for Brazil accounts), DnB (for EU accounts), and MRZ verification systems for passport validation and client information checks. Process name change requests for both personal and business accounts, ensuring proper documentation and compliance. Manage and resolve PET escalation tickets, providing timely updates and ensuring adherence to internal procedures.
Genpact LLC, full_time
May 2018 to Mar 2019
Review pending KYC documentation to ensure accuracy, completeness, and compliance with regulatory standards. Verify that submitted documents meet outstanding requirements and are valid upon detailed review. Utilize third-party tools such as Lexis Nexis for client information checks and validation. Process name change requests for both personal and business accounts, ensuring proper documentation and adherence to compliance procedures.
TaskUS Philippines- Imus Branch, full_time
Mar 2017 to Mar 2018
Managed incoming customer chats regarding order status, rider location, disputes, and billing inquiries. Responded to customer emails addressing the same concerns when the chat queue was closed, ensuring timely resolution and consistent support.
TELSTRA Powered by Teletech, full_time
Nov 2013 to Jan 2017
Supported the SAVES team by offering tailored consumer and business plans to Telstra customers considering porting out, downgrading, or disconnecting services. Handled transferred chat inquiries from multiple BPO partners managing Telstra accounts, providing efficient and consistent customer support. Managed post-sales customer chats, addressing inquiries related to services, accounts, and support needs. Promoted and offered Telstra products and services to consumers, ensuring customer satisfaction and retention. Manually processed customer payments received through the IVR system, ensuring accuracy and compliance with internal procedures. Verified and approved payments before manually reconnecting services, guaranteeing timely restoration and customer satisfaction. Processed customer orders placed through Telstra.com, including mobile plans, home phone services, and internet connections. Activated SIM cards to enable customer access to mobile services. Coordinated and dispatched customer orders, ensuring timely delivery and service activation. Handled post-sales customer chats, addressing inquiries related to services, accounts, and support needs. Promoted and offered Telstra products and services to consumers, ensuring customer satisfaction and retention. Managed customer chats regarding order status and dispatch updates, providing accurate and timely information.
Interglobe Technologies Philippines, full_time
Dec 2011 to Present
Supported the Scheduling Team in building monthly flight schedules for Flight Attendants. Created and managed Flight Attendants’ monthly lines of flying, ensuring accuracy and compliance with operational requirements. Handled incoming calls from Flight Attendants requesting placement on ONSL/OFSL lists. Processed open flying IDs and facilitated trades with available open flying assignments.
Teletech Customer Care Management, full_time
Aug 2008 to Dec 2011
Supported the Scheduling Team in building monthly flight schedules for Flight Attendants. Created and managed Flight Attendants’ monthly lines of flying, ensuring accuracy and compliance with operational requirements. Handled incoming calls from Flight Attendants requesting placement on ONSL/OFSL lists. Processed open flying IDs and facilitated trades with available open flying assignments. Handled inbound calls from customers in the United States to assist with domestic flight reservations, ensuring accurate bookings and a smooth travel experience.
NCO Collections, full_time
Oct 2007 to Apr 2008
Conducted outbound calls to U.S. consumers with long-standing or overdue debts acquired from various retail stores, automotive companies, and other creditors, assisting with repayment arrangements and account resolution.