Bernadine Rhoan Fortich

Rho Fortich Operations Support | Customer Service | Remote Back-office Operations | Credit & Portfolio Support Professional Summary Operations and customer service leader with 10+ years of experience in financial services, specializing in payment plan and leasing operations. Proven in managing large portfolios, maintaining low arrears, leading remote teams, and supporting reporting integrity. Strong background in credit, collections, fraud analysis, and compliance-aligned operations. Known for dependable leadership, clear stakeholder communication, and delivering practical, data-backed outcomes in remote back-office environments. Core Skills Operations Support • Remote Back-office Ops • Credit & Collections • Arrears & DPD Reporting (31+/91+) • Portfolio Management • Risk & Compliance Awareness • Escalations Management • Process Improvement • Excel Reporting & Reconciliations • Stakeholder Communication • Team Leadership & Coaching Professional Experience Smart Ease (AU & NZ) Team Leader, Credit, Collections & Operations Support (Dec 2019 – Present) - Manage a $500M+ portfolio while consistently maintaining arrears below 2.5% - Lead and support a remote team of 9 -10 staff ensuring quality, performance, and policy adherence - Oversee credit risk, hardship handling, and escalation of high-risk accounts - Prepare arrears, portfolio, and performance reports; reconcile contract-level vs summary data - Implement process controls to reduce operational and reputational risk - Recognised as a consistent top performer; awarded Customer Service Excellence; cited in Google Reviews (AU & NZ) JP Morgan Chase Bank Fraud Analyst / Credit Card Specialist Oct 2014 – Jun 2019 - Investigated and resolved credit card fraud cases in a high-volume environment - Analysed transaction patterns to identify risk and prevent financial loss - Ensured adherence to bank policies and regulatory standards - Supported customers through fraud resolution with clear, professional communication