Rhona Ly Banzon-Cipres
Santa Rosa
Summary
I have over 15 years of experience in banking operations for commercial, business and consumer accounts be it with customer service, fraud prevention and KYC. I am proactive and versatile professional with a dedication to quickly adapting to new challenges. I will leverage my problem-solving, multi tasking abilities and a proven track record of fostering strong relationships with clients and team members to drive team success and achieve organizational goals.
Overview
17
17
years of professional experience
Work History
Loan Servicing Analyst
JP Morgan Chase Bank
Taguig City
12.2024 - Current
- Answers incoming calls from clients regarding commercial term lending real estate accounts and document systems.
- Worked closely with client managers, property managers, accountants and title companies.
- End to end servicing. Identify needs of customers promtly and effeciently.
- Assist on inbound and outbound calls regarding financials for commercial portfolio.
- Clearly and accurately explain all aspects of loan documents, loan histories, payoffs and prepayment premiums
- Accepts and submits payment over the phone.
- Maintained accurate records of all data collected during analysis processes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Client Data Specialist- KYC Specialist
JP Morgan Chase Bank
Taguig City
11.2023 - 11.2024
- Onboarded customers with consumer and business accounts.
- Conducted client profile reviews.
- Daily maintenance of workbaskets ensuring SLA's are met.
- Performed due diligence on all required processes and reviews in accordance to Regulatory policies
- Validation of various regulatory documents submitted by clients/customers in compliant with regulatory requirements
Fraud Prevention Specialist
JP Morgan Chase Bank
Taguig City
04.2018 - 10.2023
- Contacted customer to validate card activities and follow standard procedures to reduce exposure on suspected fraud transactions
- Reached out to bank personnel or private bankers and escalate when necessary
- Prevention of possible account take over, first party fraud, digital wallet fraud, check forgery, claims abuse and fraud recoveries.
- Participated in regular training sessions on emerging threats related to online security and digital payment methods.
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity.
Email Support Specialist
JP Morgan Chase Bank
Taguig City
02.2016 - 04.2018
- Managed daily customer inquiries via email messaged system in chase.com.
- Supported customers by providing helpful information, technical concerns and banking requests such sa fee refunds, lost debit cards, update contact information etc.
- Composed detailed responses to customer. complaints and escalated more difficult cases as needed.
- Developed customer service standards and policies for responding to customer inquiries via email.
Inbound Customer Service
JP Morgan Chase Bank
05.2010 - 02.2016
- Answered incoming calls and work with customers to resolve questions about their consumer and business accounts.
- Metrics include customer Satisfaction, average handling time, adherence and quality.
- Handled escalated issue, resolved complex problems with high-level customer service skills.
- Development coach for new hires.
- Provided guidance and support to team members regarding customer service expectations and policies.
Customer Service Representative
ICT Marketing Services
Mandaluyong City
09.2008 - 05.2010
- Answered incoming calls providing frontline customer support or assistance with banking product and service transactions.
- Maintained a high level of professionalism when dealing with various customers regarding their banking needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Education
Associate in Business Management -
AMA Taguig
01.2008
Northern Palawan Institute
Taytay, Palawan, Philippines01.2006
Skills
- Customer Care
- Accuracy
- Problem Solving
- Teamwork and Leadership
- Email Servicing
- Analytical Skills
- Adaptability
- Time management
- Proactive mindset
- Regulatory compliance
- Document management
- Fraud detection
References
- April Abante, april.abante@chase.com, J.P. Morgan
- Carol Rivera, 09173234230, J.P. Morgan
https://www.linkedin.com/in/rhona-ly-cipres-8b64872b5
Timeline
Loan Servicing Analyst
JP Morgan Chase Bank
12.2024 - Current
Client Data Specialist- KYC Specialist
JP Morgan Chase Bank
11.2023 - 11.2024
Fraud Prevention Specialist
JP Morgan Chase Bank
04.2018 - 10.2023
Email Support Specialist
JP Morgan Chase Bank
02.2016 - 04.2018
Inbound Customer Service
JP Morgan Chase Bank
05.2010 - 02.2016
Customer Service Representative
ICT Marketing Services
09.2008 - 05.2010
Associate in Business Management -
AMA Taguig
Northern Palawan Institute