Narciso Hugo Jr
Muntinlupa City
Summary
Eager and adaptable professional with a keen interest in cultivating exceptional customer experiences as a Loan Customer Success and Fraud Specialist. Combining a strong foundation in financial services with a passion for safeguarding against fraudulent activities, I aspire to leverage my skills in relationship management, problem-solving, and fraud detection to ensure seamless loan transactions while maintaining the highest standards of security and integrity. Committed to delivering personalized support to clients while diligently monitoring and mitigating risks to uphold the organization's reputation and financial well-being.
Overview
11
11
years of professional experience
Work History
Account Specialist III
JP Morgan Chase & Co
01.2019 - Current
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Served as a liaison between borrowers and underwriters, facilitating communication throughout the entire loan process from application submission to closing.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Demonstrated a strong understanding of loan products, terms, and eligibility requirements to enhance overall customer experience.
- Adhered to standards of quality and service as well as all compliance requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Sales Associate II
Service Source International Philippines Inc, Hertz Rental Cars
03.2018 - 01.2019
- Helping customers to book an appointment for a rental car and trying to upsell coverages that will be beneficial for them and the company.
- Delivered exceptional customer service, maintaining a friendly, helpful, and professional manner at all times.
- Designed and implemented follow-up schemes to assess customer satisfaction and the effectiveness of products and services.
- Reviewed rental parameters with all customers to highlight rates and service charges.
Inbound Sales Representative II
Telstra Powered By Teletech
02.2016 - 03.2018
- Assisted customers with important purchasing choices, identifying needs, and employing product expertise to make appropriate suggestions.
- Built rapport with customers through courteous and professional communications.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Promoted as a floor support, handled escalated calls, and provided support for new hires and tenured agents
Process Executive - Computershare
Cognizant Technology Solutions Philippines Inc.
10.2013 - 12.2015
- Managed activities such as transferring shares, updating personal information, sending out dividend statements, or providing a mechanism for members to vote on a company resolution
- Managed its book of shareholders and the administration that comes along with it
- Performed data entry tasks, converting paper records to electronic.
- Documented requests and current updated status in electronic tracking systems as required by established procedures.
Education
Bachelor of Science - Physical Education And Sports
Universidad De Manila
Manila04.2012
Skills
- Investigative abilities
- Fraud detection and prevention strategies
- Computer literate
- Live chat operation
- After-sales support
- Cross-selling
- Script following
- Customer account management
- Salesforce CRM
- Complaint handling
- Team management
- Excellent communication skills
- MS Office
- Active listening
- Team player mentality
Accomplishments
- Community Champion - 2023 - ICB Manila
- Spotlight Awardee (Inspire Award) - 2022 - ICB Manila Academy
- The Extramile Awardee - 2022 - ICB Manila Academy
- Top 2 Specialist in Commendation 2021-2022 - AUTO CS
- 4th-time CSAT Finest Awardee - 2019-2022 - AUTO CS
- Reliability Awardee - 2019 - AUTO CS
- Quarter 4 Top 2 Sales Representative - 2018 - Hertz
- College Achiever Award 2009-2012
- Silver Medalist - 2009 ALCULympics - Makati City
- Bronze Medalist - 2012 ALCULympics - Occidental Mindoro
- Top Agent Awardee for FCR 7 - 2017 - Testra powered by TeleTech
- Top Agebt Awardee for Crosselling and Upselling - 2016 - Testra powered by TeleTech
Timeline
Account Specialist III
JP Morgan Chase & Co
01.2019 - Current
Sales Associate II
Service Source International Philippines Inc, Hertz Rental Cars
03.2018 - 01.2019
Inbound Sales Representative II
Telstra Powered By Teletech
02.2016 - 03.2018
Process Executive - Computershare
Cognizant Technology Solutions Philippines Inc.
10.2013 - 12.2015
Bachelor of Science - Physical Education And Sports
Universidad De Manila
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