Edrian Palima

Background

About Edrian Palima

With Long years of Experience in the Finance Industry and Roles from Single Contributor(Rank and File) to a supervisor level both voice and non voice. Experience of over a decade under a bank and now to a Fin-tech business.Roles and Experience Background below(from current to previous);Prospa Credit Officer October 2019 – January 2021 Job Description : Credit Analyst. Responsible for Approving/Declining Business loans application.Assess, Identify and make decisions according to the company’s risk appetite. HSBC Data Processing LTD SME/RTM March 2010 – October 2019Job Description : CREDIT CARD ASSOCIATE. Responsible in taking/handling calls in relation to credit card concerns like balances, promos, account info updates and transactions/purchases disputes( Normal flow errors). Also raises cases about complaints, Fraud, Money laundering and security breach issues. LOANS SPECIALIST. Responsible for taking/handling calls about loans application, processing or order taking and disputes(Normal flow errors.) SALES ANALYST. Sells Bank products like Loans, Balance Transfer and installment plans. All transactions made over the phone. INTERNET BANKING ASSOCIATE. Responsible for Online banking registrations, accounts linking and trouble shooting. Also known as Tech-support agent. DEPARTMENT BACKOFFICE CLERK. Responsible for data transfer from one department to another, bulk info record keeping and accounts maintenances. CUSTOMER RELATIONS/ CHAT/EMAIL SUPPORT. Customer feedback and complaints analyst who troubleshoots failed service to customers whom filed complaints. Also as chat/email support for customers filing feedbacks thru the Online Banking Secured message system. SME/Subject Matter Expert. Senior employee and go to person of staffs who has product queries. Also known as assistant supervisor. RELIEF TEAM MANAGER(RTM). Responsible in handling the team in the absence of the supervisor. Supervisor duties includes call calibration, associate coaching and escalated concerns including customers asking to speak with a supervisor.