Lyka Marcelino

• Main role – reviews mortgage applications for completeness and accuracy, collect and verify documents focusing mainly on clients’ identification and financial capability

Pursued various roles to broaden expertise and contribute to team success.

• SME – trainer of newcomers, first-in-line to test or pilot new/updated process while simultaneously keeping an all-green scorecard
• Person-In-Charge – sends daily reports and attends corporate meetings on behalf of team manager, direct contact of the department
• Escalation Team – part of escalation team that assists with various inbox escalations and disputes in relation of the team process and output

• Redacted personal information while assisting case managers with evidence gathering for complaint investigations.

• Engaged with bank's VIP clients to understand needs, queries or problems, delivering excellent service through effective communication and step-by-step solutions.

• Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
• Addressed customer service enquiries quickly and accurately.
• Built rapport with customers through courteous and professional communications.