Jaspper Lee Email & Phone Number

- Manage legal action for delinquent accounts as per legal strategy within the turnaround time established.- Ensure timely issuance of instruction to solicitors for discontinue or withholding of legal action.- Process solicitor bills and outward charges based on scale fees established within bill processing turnaround timeswith zero duplication.- Perform timely payment of Court, Land Office and Official Assignees fees or deposit.- Raise system maintenance forms in respect to each legal situation attended.- Monitor Imperfect Documents under Collections Team through to completion.- Prepare manual Statement of Accounts for charged off accounts.- To liaise with Bank’s AKPK Coordinator for account restructure cases.- Follow up for speedy closure of audit actionable, within given dateline (if any).- Attend to other ad hoc reports such as Civil & foreclosure trend, Daily productivity report etc.- Ad-hoc reporting and other duties assigned by Head of Consumer Litigation and Department Head from time to time

- Responsible for the management and recovery of Consumer outstanding and Non-Performing Mortgage Loans, review settlement of accounts and negotiate with customers, whenever necessary.- Liaise with lawyers, regarding specific cases and/or to plan solutions to enhance collection of accounts.- Management of Post Auction portfolio by way of timely collections of auction proceeds and provide corrective measures where needed.

Apr 2011- Aug 2012, Inbound Team Manager- Transferred to Inbound Team Manager position supervising 12 staffs while conducting regular product briefing, knowledge training and participate in Employee Engagement activities.- Perform ad-hoc and monthly staff coaching to improve staff work/score card performance or complaint received on staff.- Manage approval/reject customer temporary credit increase request within empowerment.- Counter check completed forms and general vouchers submitted by Customer Service Officers (CSO) before submission.- Pro-actively created staff waiver accuracy tracking tool and semi-automated forms (previously manual forms) forContact Centre Department daily use.Oct 2010- Mar 2011, Investigation Team Manager- Handpicked by Head of Contact Centre to setup an Investigation Team to manage complaint cases received byContact Centre with promised promotion to Manager position upon successful implementation.- Create investigation case tracking tools to record case progress.- Investigate root cause of complaint and based on investigation outcome, improve processes in Contact Centre to ensure similar complaints do not repeat in future. - Follow up to closure of case. Perform service recovery to inform customer that problem is rectified and try to retain customer account.Jan 2008 – Sep 2010, Customer Service Officer-Joined as Customer Service Officer handling average of 103 inbound calls daily for credit cards / banking / mortgage and loan accounts within 3 minutes call time.- Professionally resolve account complaints with 87% success rate in customer account retention.- Volunteer to back up fulfilment team (back end) during high season.

- Efficiently manage fresh produce stock for restaurant daily production/sales.- Constructively train new kitchen helpers and coordinate daily work shift schedule.- Committed to teamwork with Bar and waiters to produce fast and accurate order delivery.

- Retail Shop Furnishings and Sales- Stock control for retail & warehouse- Account servicing for repeat or additional orders, including collection of payment for order delivery