JIALU(Fiona) CHEN
Toronto,ON
Summary
Highly motivated professional with experience in business process improvement, data analysis and project management. Proven ability to identify opportunities for process improvement. Adept in utilizing analytics to develop business insights and drive new product development.
Overview
4
4
years of professional experience
Work History
Senior Analyst-Client Market Account Opening
RBC Investor Services
08.2023 - Current
- Manager’s primary support, ensuring all objectives and business plans are met at all times.
- Pro-active monitoring and follow-up of sub custodian securities and cash account openings/closings/changes of names/changes of address.
- Be an expert for allocated markets and pro-actively assess changes in markets with the team members and adapt eventually account opening procedures for clients.
- Liaise with sub-custodians, internal and external clients on various account administration aspects (direct client and market facing).
- Assessment of the sub-custodian service level and compliance with the agreements for account openings.
- Improve and share in-depth knowledge on the overall account opening flows.
- Continuous focus on high quality and timing.
- Produce clear reporting and reliable information.
- Be a central point within the organization for any point related to the account administration process for his/her markets.
- Ensure junior employees’ coaching by sharing technical experience and corporate values.
- Provide superior contribution to the performance of the team by identifying and implementing all times best practices.
- Take appropriate actions to assist on any file in scope.
US Securities Settlements Analyst
RBC Capital Market
02.2022 - 08.2023
- Analyzes, reconciles, and/or evaluates the accuracy of commodity transactions and details, ensuring proper amounts and classification
- Prepares & Reconciles commodity invoices to third party and transaction systems
- Identify problem areas or situations, evaluate problem causes, and take appropriate action to resolve identified problems
- Prepares journal entries related to commodity transactions
- Establish and maintain a cooperative working relationship with those contacted in the course of assigned responsibilities
- Performed risk assessments and executed tests of data processing system to ensure functioning of data processing activities and security measures.
Bankcard Security Associate
Butterfield Group
02.2021 - 02.2022
- Respond to and research customer issues
- Examine/analyse activity on cardholder accounts, as alerted by various fraud detection tools and reports, to identify suspicious transactions and take action to block accounts in situations where fraud is suspected
- Contact customers to establish validity of transactions by asking probing and effective questions
- Initiate chargebacks, second chargebacks, collections, precompliance/compliance requests, good faith letters and /or arbitration requests, as necessary, and to limit financial loss to the bank
- Review security alerts and bulletins issued by MasterCard and Visa
- Process lost and stolen reports in an accurate and timely manner
- Process all chargeback and fraud-related transactions, in a timely manner
- Keep abreast of any newly identified fraud patterns and Visa and MasterCard chargeback rules and regulations, and escalate new patterns to Team Lead for further research when necessary
- Where appropriate, close accounts and request the issuance of new cards
- Undertake other duties necessary for the smooth running of the fraud area.
Payments And Rewards Representative
PC Financial
06.2019 - 01.2021
- Emphasize product features based on analyses of customers' needs and on technical knowledge of product capabilities and limitations
- Identify prospective customers by using business directories, following leads from existing clients, participating in organizations and clubs, and attending trade shows and conferences
- Determine customers' financial services needs and prepare proposals to sell services that address these needs
- Prepare forms or agreements to complete sales
- Resolve customer complaints regarding sales and service
- Complete work schedules, manage calendars, and arrange appointments
- Troubleshoot problems involving office equipment, such as computer hardware and software
- Train other staff members to perform work activities, such as using computer applications
Education
Master In Financial Innovation And Technology -
Queen's University
Toronto, ON12.2024
Bachlor In Hospitality And Tourism Management -
CAPE BRETON UNIVERSITY
sydney, NS05.2019
Bachelors In International Economics And Tradeness -
Shanghai Maritime University
shanghai, shanghai06.2015
Skills
- Knowledge of Business Operations
- Analytics Program Experience
- Client Management
- Technical Understanding
- Tech-Savvy
- Issue Identification
- Workflow Analysis
- Documentation and Reporting
Languages
Chinese (Mandarin)
Native or Bilingual
Korean
Professional Working
Timeline
Senior Analyst-Client Market Account Opening
RBC Investor Services
08.2023 - Current
US Securities Settlements Analyst
RBC Capital Market
02.2022 - 08.2023
Bankcard Security Associate
Butterfield Group
02.2021 - 02.2022
Payments And Rewards Representative
PC Financial
06.2019 - 01.2021
Master In Financial Innovation And Technology -
Queen's University
Bachlor In Hospitality And Tourism Management -
CAPE BRETON UNIVERSITY
Bachelors In International Economics And Tradeness -
Shanghai Maritime University
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