Rico Lim

• Establish methods to meet work schedules
• Supervise and co-ordinate activities of staff who prepare and portion food
• Train staff in job duties, sanitation and safety procedures
• Estimate ingredient and supplies required for meal preparation
• Ensure that food and service meet quality control standards
• Address and resolve customers' complaints or concerns
• Maintain records of stock, repairs, sales and wastage
• Prepare and submit reports

• Review file requirements for income types including hourly, salaried and self-employed customer base of Conventional/FHA/VA/USDA guidelines.

• Review AUS findings compared to loan documents.

• Re-underwrite and re-verify the loan. Identify loan deficiencies. Track and record findings. The candidate must be able to perform the functions as herein described

diligently, competently, and within industry standards

• The QC UW will be assigned loans to audit after the UW CTC but prior to closing date. The review should be completed timely in order to share any findings with

the responsible party to allow time to remediate. They will also be required to review any rebuttals on findings within 24 hours to ensure loan meets agency guides and does not delay closing.

• Audit, re-underwrite and re-verify loan application to identify accuracy of the process from beginning to end.
• Identify deficiencies and make sure loan documents are complete, scanned in the system and compliant as per the company policies and procedures and investor guidelines.
• Review data entered in the system are accurate and as per the documents provided.
• Provide timely and accurate findings and feedback to stakeholders.
• Record and track completion of findings and resolve any disputes when raised.
• Review file requirements for income types including hourly, salary and self-employed customers.
• Review AUS findings against loan documents.

• Assist the Transaction Processing Manager in the management of the team and in the oversight of day-to-day BAU operations.
• Ensure accurate and timely transaction processing (Client On-Boarding, Client account maintenance, deals/trades processing, pricing, cash processing/settlement, reporting and reconciliations), review and reporting in accordance with the established work practices and procedures of the Transfer Agency Group.
• Carry out Anti-Money laundering (AML) checks, Know Your Customer Check and FATCA whilst displaying a comprehensive knowledge of the established practices, processes and procedures of JPMorgan including in-depth industry awareness.
• Facilitate the completion of regular and ad-hoc client, investor and regulatory reporting requirements in a timely, accurate and professional manner for submission to the Transaction Processing Manager.
• Provide support to Transaction Processing Manager through investigation and analysis and provision of relevant data to resolve client queries, as required
• Lead and/or participate in internal and external projects
• Maintain and update Standard Operating Procedures as required

• Certified Trainer of the Risk and Compliance – Enhanced Due Diligence process of the companys client which is an American owned FINTECH company dealing into crypto currencies.
• Certified Quality Analyst and conduct case audits and reviews as a secondary role to make sure that analysts review each case as per the guidelines and quality standard set by the client.
• Facilitate “New Hire” Process Training following a “Tell, Show and Do” approach making sure that new hire employees are prepared and knowledgeable of the process before moving to production.
• Creates training agenda, materials, assessment and training timeline of new hires.
• Provide coaching and feedback to new staff and tenured employees focusing on developing a competency and skill sets of an individual to perform his/her task effectively and efficiently
• Support Operations team by creating and implementing and facilitating refresher courses or trainings that will help improve, maintain or exceed quality scores and productivity.
• Attend or facilitate leadership meeting discussing site performance, action plans or initiatives that can drive performance.
• Attend or facilitate calibration with the client or with the Operations Team to discuss case review score, process updates or improvements.

• Train and assist new hire staff regarding the Mortgage Underwriting process, procedure and systems.
• Attend and facilitate process calibration with the clients and quality department to discuss department quality score and common opportunity, process updates and possible process improvements.
• Review completeness of loan application documents which includes property documents such as title, flood certificate and appraisal document.
• Underwrite and review mortgage loan application and decision on its approval, rejection or provide recommendation based on bank and investor credit policy by evaluating submitted documents and eligibility. Documents such as Credit Bureau Report, Paystub, W2 or Financial statements and other supporting documents that will support the mortgage application

• Lead a team of at least 10 agents driving in achieving KPI goals by consistent coaching/feedback session.
• Monitor calls and provide timely feedback making sure that quality and customer satisfaction attributes are met.
• Attends or facilitate call calibration to discuss call strengths and opportunities and discuss action plans
• Motivate and discuss with agents their long term and short-term goals and set SMART action plans on how to achieve it.
• Conduct and facilitate monthly team performance and set action plans to maintain or address opportunities of the team.
• Conduct team meetings and team call calibration and discuss policy, process, and call handling updates.

• As a Development Center Coach, I’ve handled, lead, and train a team of new hires and consistently provided coaching/feedback using CAR/AR and GROW Model to develop skills of individual.
• Facilitate trainings regarding business policies and procedures following a TELL, SHOW, DO approach.
• Monitor calls and provide timely feedback making sure that quality and customer satisfaction attributes are met.

• Guide customer in completing account opening mandate and create customer information file (CIF) of new to bank customers in Finacle System. Send an error free application to account opening department. Prepare FATCA Declaration, KYC Form and Checklist, Central Bank Blacklist Check. Attest and verify authenticity of mandatory documents provided by customers like Passport, Visa and Emirates ID and Salary Certificate.
• Assist customer, receives, creates service request number and submits to relevant departments all ADHOC requests which includes Account/Credit Card Closure, Static Data Update, Debit and Credit Card request, Liability and No Liability request, loan postponement and Salary Advance.
• Retain customers through complaint resolution and other enquiries in coordination with Complaints Department.
• Coordinate with different departments within the bank and acquire necessary approval and make sure all approvals are in place before processing customer requests, transactions or to resolve customer queries, requests and complaints.
• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external
• Ensure compliance with policy, procedures, standards and reporting requirements, plus any relevant regulatory and statutory requirements.

• Developed and maintained strong client relationships to drive customer loyalty and retention.
• Nurture the growth of long-term business relationship with clients by providing product information, walk and guide the customers of the whole application process and offer the best retail financial product that suits their need in a high-level professional service.
• Collect and assess with due diligence all mandatory and supporting documents from client with strict compliance to bank policy.
• Build a business effectively, deepen relationships and increase customer acquisition through the execution of an effective sales process

• Support all administration, processing and mortgage applications from application log-in to first disbursement, stage payments, account closure and archival.
• Check and validate that required documents like identification documents, property documents, insurance are submitted and valid.
• Data entry of applications received; create the Timeline Reports which details the tentative dates and stages of the mortgage application, submit the Insurance Application to insurance company, request Developer’s Statement of Accounts.
• Conduct diligent KYC (Know Your Client) Check.
• Execute World Check (Name Search and Passport Check) to ensure that the client is not under the OFAC Blacklist and prepares PEP approval form to be submitted to compliance department if client is under Politically Exposed Person List; Central Bank Check to ensure that the client is not under the UAE Central Bank Blacklist.
• Verify the copies of identification and address documents submitted by client such as passport, family book, visa, bill proof (tenancy agreement, phone bill etc.).
• Generate Loan Offer Pack including creation of offer letter, terms and conditions, conditional assignment, authorization to pay and other documents that is required at client meeting.
• Prepare document required for Buy-Out/Liability Clearance, Property Transfers and Mortgage Registration.
• Manage Stage Payments making sure that disbursal cheques, client’s repayment schedules and notification are issued on time.
• Allocate task to team members including internal and external enquiries and requests.
• Follow up and close all temporary deviations within agreed time, Update of relevant system & trackers, Escalation of issues as appropriate.
• Book mortgage accounts accurately and efficiently, ensuring that all pre disbursal documents submitted are valid. Prepares client repayment report, disbursal cheques payable to developer, seller, and/or the client
• Manage instalment, application, valuation and processing fee cheques received from the client and ensure timely presentation and realization.
• Perform BANK RECONCILIATION managing all bank and ledger transaction; other Loan Servicing activities such as: Early Loan Settlement; Payment Holiday; Interest Rate Change; Partial Repayment; Due Date Change; Disbursement Date Change; Loan Restructuring; Changes in Personal Details; Fee Waivers; Single/Multiple Historic Statements; Liability Letter; NOCs and Account Closures.
• Control movement and archival of customer documents and files by filing and scanning.
• Ensure effective escalation of potential Risk Factors in the department to ensure Risk events meet or exceed tolerance levels set by the Manager.

• Provide support and feedback to staff to improve collection skills and strategies.
• Attend classroom training to assist and mentor trainees.
• Attend management meetings to discuss agent’s performance and service level agreements.
• Initiate planning and implementation of various collections strategies to achieve target goals.
• Facilitate call calibration sessions ensuring that collection officers are in strict compliance of the standard call flow and procedures
• Conduct final interview and evaluate applicants’ profile if suits for collections.

• Receive inbound and conduct outbound collection calls to discuss payment arrangements with the customers.
• Process over the phone payments ensuring that client information is dealt with utmost confidentiality
• Adhere to prescribed quality and compliance standards (Fair Debt Collection Practices Act)

• Receives inbound call for E-Trade Financial customers and provide exceptional customer service by resolving inquiries and issues efficiently. Provide account status, updates and password reset.

• Receive inbound and conducts outbound collection calls to discuss payment arrangements with the customers and resolve customer issues.
• Process over the phone payments ensuring that client information is dealt with utmost confidentiality
• Educate customer, offer solutions/suggestion for permanent resolution of delinquency
• Adhere to prescribed quality and compliance standards (Fair Debt Collection Practices Act)

• Trained new crew members on operational procedures and company standards.
• Facilitated daily team meetings to enhance communication and workflow efficiency.
• Monitored crew performance, providing constructive feedback to improve service quality.