• Monitors and analyzes various information provided through detection systems, tools, reports, or manually to evaluate, investigate and determine required actions.• Documents actions and information found throughout the investigation to develop and maintain account/case files.• Analyzes data and information to provide insights and recommendations.• Executes routine tasks such as service requests, transactions, and queries within relevant ser-vice level agreements.• Provides notification, information and instructions to internal/external stakeholders related to in-cidents as necessary.

· Assists customers with their queries and requests received through various channels such as phone, email, voicemail, and face-to-face interaction.· Handles the initial processing of documents submitted for account approval, account closure and other requests while ensuring that compliance and all requirements are met.· Assists compliance team in analyzing accounts and monitoring transactions.· Contacts clients for supplementary information/documents required, then coordinates with com-pliance team to approve or decline an account application or transaction.· Coordinates with Finance Department about processing of refunds and account closures.· Coordinates with technical team in improving system processes and resolving issues.· Manages day to day operations by providing support to team members for proper resolution of complex cases, submission of daily reports, and handles escalations.· Conducts team and individual coaching, prepares weekly updates, and facilitates sharing of best practices to ensure readiness and efficiency in case handling.

• Manages the performance of a team of 9 Customer Service Representatives (CSR), assigned to provide customer support to Singapore Sports Council’s online reservation users • Submits daily and month end reports to Operations Manager • Monitors incoming call queues and email queries to guarantee that Service Level Agreement is met• Analyzes helpdesk call and email logs to identify trends and discuss with Operations Manager on a weekly basis• Prepares Customer Service Representatives’ monthly roster and break schedules • Conducts coaching and training to ensure efficiency and quality of service provided to customers is in accordance to client’s standard• Organizes activities to boost employee engagement and promotes relationship building between the team and other support department such as Finance and IT departments• Advises new hires of proper call handling and problem resolution to ensure customer satisfaction• Reviews Customer Service Representatives’ individual and team performances against metrics and provides support when needed• Handles escalations and provides proper resolution for such cases • Checks attendance, punctuality and approved over-time report submitted to HR for payroll purposes• Liaises with clients regarding priority customers’ booking account, requests and cancellations• Communicates with priority customer’s sports event organizers with regard their requested venue reservations, requirements and cancellations• Monitors booking kiosks via remote access to LogMe In, a web based system used to view kiosks status • Analyzes payment and booking transactions and coordinates with Finance Department to ensure that refund cheques and reversals were done in a timely manner. • Supports Finance and IT Department in investigating discrepancies and incorrect transactions made using online payment portal

· Handles incoming and outgoing phone calls in a timely and courteous manner for Washington Mutual acquired by JP Morgan Chase.· Provides customer service by assisting clients in their queries and concerns such as, but not lim-ited to, funds transfers, transaction history, profile change and feedbacks.· Resolves customers concerns and queries in a professional and efficient manner.· Educates clients regarding bank policies and procedures.

• Responsible for accurate and prompt documentation of healthcare providers’ accounts receivable files and records.• Reconciles successful collection of payments and bad debts. • Analyzes insurance claims and resolves issues that delays payment collection by suggesting provision of additional documents or information required for the service provided.• Liaises with insurance companies to check claims’ status and determine course of action to expedite the collection process.