Ma.Beth Iway
Block 90, Lot 08, Road 43, Laurel Lane,
Robinsons Homes East, Antipolo City
Contact no.:-
CAREER OBJECTIVES ____________________________________________________________
To further my career with a reputable company and to obtain a position that will enable me to utilize my skills and experience in such a way that would benefit myself and my employer.
CORE COMPETENCIES_________________________________________________
Decision making, critical thinking.
Self-motivated, initiative, maintains a high level of energy.
Accuracy and Attention to details.
Tolerant and flexible, adjusts to different situations.
Organization and prioritization skills.
Problem analysis, use of judgment and ability to solve problems efficiently.
Influencing, leading, and delegating abilities
PROFESSIONAL EXPERIENCES______________________________________________________
JP MORGAN CHASE BANK
Senior Specialist II -Electronic Money Movement
(June 2016-September 2017)
Subject Matter Expert
Floor support to new hires and EMM specialists for approvals and secondary reviews
Facilitates new hire training with Product Trainers and Upskill training for tenured specialists
Creates case studies, training timelines for New Hires and all EMM specialists.
Coordinates with Quality Team, SS3 and Team Leads to ensure calibration on all processes and updates prior to cascading to the floor.
Branch Wire Trained/High Dollar Specialty.
Digital Fraud Analyst-Electronic Money Movement
(April 2014-May 2016)
Makes decisions quickly that are consistent with policies and procedures to ensure positive resolution
Opening fraud or loss cases as necessary and ensuring that case files are accurate and complete with all appropriate dispositions and detailed notes
Documenting the review and investigation process followed for each account reviewed and preparing various documents, reports and system entries as necessary for financial entry certification, reporting and statistical purposes.
Ensuring that regulatory, legal, bank and audit requirements are met.
Following Standard Procedures and action plans to reduce exposure on suspect items and/or transactions.
Achievements and other Recognition Awards:
Zenith Awardee December 2014, December 2015, January 2016 and July 2016
POC on Pended and Deferred Due and Hourly Productivity Updates for the Team.
Employee of the Quarter <3RD Quarter 2016>
Relief Team Leader-Deposit Account Recovery
(June 2013-Mach 2014)
In-depth review and audit of calls and accounts of Overdraft Collections Recovery Specialists, focusing on accuracy on documentation and proper call-handling.
Coaches Specialists with Red Alerts cases, with guidelines according to corporate policies and procedures
Handles escalation and resolution calls from specialists, necessitating supervisory assistance for customer experience.
Coaches specialists with their mid-month performances and creating action plans to be able to meet scorecards by the end of the month
Discusses process updates and team scores during team meetings
Collector- Deposit Account Recovery
(April 2012-June 2013)
Assists customers on paying their charged-off accounts to be able to update their current record/status with the bank in terms of relationship and standing.
Meeting Facilitator of the Q-Board team which focuses on recognition and acting as the voice of the collectors and bridging the communication of collectors and Management.
Undergone a Leadership Development Program which develops, discovers and works on one’s strengths and opportunities to prepare on becoming a good leader.
Peer Coach-Telephone Banking
(March 2012)
Conducts team rollouts and program updates.
Provides floor support to telephone bankers and co- peer coach who needs assistance.
Telephone Banker/Online Banker –Telephone Banking
(December 2010-February 2012)
Assists customers with balance inquiry and general questions on their DDA Accounts
Assists customer with their online concerns, provides troubleshooting if having issues on their online accounts
VCUSTOMER
Customer Care Executive
(June 2010-October 2010)
Assists team members with password reset concerns.
Provides troubleshooting steps to clients having issues with their Point-of-Sales (POS) for both hardware and software.
TELETECH
Subject Matter Expert –Healthcare Account
(July 2009 - Feb 2010)
Handles escalated/supervisor/manager and assistance calls from Customer Care Professionals and SME.
Conducts team rollouts and program updates.
Provides floor support to Customer Care Professionals and SME who needs assistance.
Attends and holds up training for CCP’s who are in need of a refresher course concerning program updates and SOPs.
Attends external quality calibrations along with other Team Leaders.
Customer Care Professional –Healthcare Account
(January 2007-June 2009)
Responsible for helping health care providers in the U.S. with their inquiries regarding subscriber’s health care benefits and eligibility.
Assists health care providers with their claims inquiry.
Responsible for explaining to health care providers how their medical claims are being processed
Education_________________________________________________________
Polytechnic University of the Philippines - Sta.Mesa , Manila
Bachelor of Industrial Engineering
Personal Particulars________________________________________________________________
Born in Legazpi City, Albay
Age: 32
Date of Birth: 12th of December, 1985
Height: 5’5”
Loves adventures and challenges
Character References______________________________________________________________
Available upon request
