Don Glenn Cruz
Banker - Fraud Management, Due Diligence And Customer Fulfillment
Mandaluyong City
Summary
Seasoned banker with exposure in the following: transaction and fraud monitoring, risk and compliance, after sales fulfillment and documentation for unsecured loans – Mortgage and Auto; customer due diligence; customer service and collections. Also, with relevant experience with a construction and forwarding company specializing in project and office operations management, and managing the payables and billings. With advanced MS Office skills and experienced in leading and coaching teams.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
Scheme Risk Analyst – Senior Advisor
CONCENTRIX SERVICES PHILS. INC.
08.2024 - Current
- Monitoring, assessing, and responding to violations notified to ANZ WL via our Web Content Monitoring vendor in terms of merchant e-commerce websites being compliant to Visa VIRP and Mastercard BRAM rules i.e
- Ensuring ANZ WL merchants are compliant
- Downloading reports and sending notifications to key business stakeholders on Excessive Fraud Chargeback and Dispute notifications from Visa, Mastercard and APN (Australian Payment Network)
- Ensuring that the allocated MCC for onboarded merchants matches the current business environment for how the merchant is operating in accordance to Scheme requirements
- Generate and provide reporting to the business on any scheme related penalties that have been assessed and passed onto ANZ WL from Visa, Mastercard, APN, Union Pay or other, and coordinate potential non-compliance incidents and Scheme reviews
- Assistance with other Payment Scheme related tasks that relate to merchant risk
- Internal reporting towards 2 Line of Businesses (LOBs) – Scheme Risk and Credit Risk Businesses.
Executive Officer to the CEO
MTRS INTERNATIONAL FREIGHT FORWARDING SERVICES INC./ ROYAL DYNASTY LAND RESOURCES CORP.
07.2018 - 06.2023
- Assists the CEO with daily administrative duties such as but not limited to managing an active calendar of appointments; itineraries, agendas and compiling documents for meetings
- Acts as the Office Operations Manager, manages the general staff and communicates on the CEO’s behalf
- Manages the reconciliation of the CEO’s business bank accounts and is the Designated Authorized Representative for all confirmation on the CEO’s business bank accounts
- Coordinates meetings and strategic activities with internal partners and external partners/ clients
- Supports the CEO on his external commitments
- Represents the CEO on meetings and other commitments if needed
- Ensures completeness of all documentary and regulatory requirements obtained from various local government units/ agencies such as permits and licenses and other related documents
- Manages projects end to end, focusing on gathering documents required, procurement requirements, progress tracking and settlement of billings
- Manages cargo shipments and ensures coordination, tracking and negotiation of costs with the carriers
- Supervises cargo staff in Manila and manages the billings.
Service Fulfillment Officer
BANCO DE ORO UNIVERSAL BANK
06.2011 - 03.2015
- Ensures that daily service requests received are timely delivered/ fulfilled and with quality, covering all concerns of unsecured consumer loans (insurances, after sales, documentations) – specifically for Mortgage & Auto Loans
- Supervises and trains the project and new hires deployed in the department
- Conducts Customer Due Diligence compliance in all the service requests received by the unit
- Handles customer requests received from various channels (branch, call center, email, inbound calls, correspondence and walk-in) and ensure proper cascading to concerned units
- Prepares correspondence required to provide status and/or resolution to customer regarding their complaints
- Recommends systems and process enhancements necessary to improve customer service fulfillment
- As a front-liner, officer is expected to meet agreed standards in handling Incoming Calls from Call Center, Correspondences, and acts as reliever for Walk-in Clients.
Fraud Analyst
BANCO DE ORO UNIVERSAL BANK
04.2010 - 05.2011
- Processes fraud related cardholder disputes within the defined service level agreements and TAT
- Supervises and trains the project hires deployed in the department
- Ensures that fraud dispositions are in accordance with the existing Fraud Operating Guidelines
- Ensures timely blocking of credit card accounts under investigation
- Ensures temporary credit of accounts under investigation to avoid cardholder complaints
- Review daily MIS Reports and identifies fraud prone merchants, recommends suspension, disaffiliations, fraud prevention and implementation of fraud control measures
- Initiates requests for fraud provisioning and write-off of accounts for Management approval
- Tracks recoveries related to cardholder payments, courier payments, chargeback, et
- Al
- And updates the Fraud Database, Coordinates with chargeback unit for processing of chargeback request and requests of retrieval of pertinent documents relevant to the fraud case.
Authorization Officer
BANCO DE ORO UNIVERSAL BANK
03.2007 - 03.2010
- Receives requests for credit approval needed for merchants, retail and installment purchases, cash advances, special promotions and other product offers being subjected to BDO Credit Card manual credit authorization process
- Conducts positive ID if transaction type and/or amount fall under the set guidelines
- Advises Authorization Officer of failed positive ID and reports the same to Security and Fraud Control Calls/ /contacts concerned Issuing Bank for and in behalf of merchants
- Gives credit approval codes if request for such is granted; otherwise, talks to the cardholder and provides reason/ s for decline
- Participates in the orientation and proper training of new authorization personnel functions and the attitude and perspective in order to provide quality client service and satisfaction
- Guides the merchants in the confiscation of fraudulently used cards whenever there are attempted usages for previously reported and negative file listed lost/ stolen cards
- Advises the Authorization Officer of any attempted fraud/ counterfeit usage and initial corrective actions taken
- Performs any other instructions by Authorization Head regarding the case reported
- Processes requests for credit limit increase, specifically those received on instances where the cardholder’s credit limit was exceeded in the course of an authorization request
- Conduct credit investigation during off hours.
Citiphone Officer – Authorized Signatory
CITIBANK N.A. Philippines
Libis, Quezon City
01.2004 - 12.2006
- Certified bank and credit cards officer authorized to handle concerns on both clientele of the company
- Empowered to decide on the day-to-day operations of the unit within the level of authorization
- Handles Philippine personal loans and credit card transactions, inquiries, complaints and disputes and forward to Unit Managers for updates and recommendations
- Cross-sell credit card products and services
- Monitors fraudulent and disputed credit card transactions by making daily reports and coordinates with Citibank’s billing disputes unit to prevent bank loss
- Point person for inquiries, updates and problems for the new facilities offered by the bank
- Accountable for the monthly compensatory and expense reports of the team
Collections Officer
CITIBANK N.A. Philippines
Libis, Quezon City
04.2003 - 09.2003
- Monitor delinquent accounts through daily call follow-ups
- Ensured compliance to collections strategies established by the unit to maintain a satisfactory loan collection as well as to minimize credit-off
- Compliance to set targets based on collection workload, number of calls per day, average record of promise to pay and kept rate
- Use of suitable spiels to maintain balance between collections and customer service
- Timely endorsement of accounts for reversals, maintenance and other issues for resolution.
Education
Bachelor of Science in Aeronautical Engineering - undefined
PATTS College of Aeronautics
High School Diploma - undefined
College of the Immaculate Conception
Skills
Risk and Fraud Management
Certification
Civil Service Career Service Examination Passer – Professional, 03/03/24
References
AVAILABLE UPON REQUEST
Timeline
Scheme Risk Analyst – Senior Advisor
CONCENTRIX SERVICES PHILS. INC.
08.2024 - Current
Executive Officer to the CEO
MTRS INTERNATIONAL FREIGHT FORWARDING SERVICES INC./ ROYAL DYNASTY LAND RESOURCES CORP.
07.2018 - 06.2023
Service Fulfillment Officer
BANCO DE ORO UNIVERSAL BANK
06.2011 - 03.2015
Fraud Analyst
BANCO DE ORO UNIVERSAL BANK
04.2010 - 05.2011
Authorization Officer
BANCO DE ORO UNIVERSAL BANK
03.2007 - 03.2010
Citiphone Officer – Authorized Signatory
CITIBANK N.A. Philippines
01.2004 - 12.2006
Collections Officer
CITIBANK N.A. Philippines
04.2003 - 09.2003
Bachelor of Science in Aeronautical Engineering - undefined
PATTS College of Aeronautics
High School Diploma - undefined
College of the Immaculate Conception
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