Analyst III

Collaborated with client to define project scope, objectives, and success criteria, using business analysis techniques and tools to gather requirements, conduct workflow analysis, and identify key performance indicators.
• Generated meaningful recommendations, and contribute to developing innovative service solutions, improving delivery capabilities, and supporting project execution.
• Conducted thorough quality control assessments and meticulously documenting loan reviews finalized by underwriting teams, while also offering expert feedback on potential errors to book loans according to bank regulations and without unconformities.
• Successfully led the team to achieve loan booking, resulting in more than 100 loans booked without QAQC feedback.
• Audited due diligence and handle memos and ad hoc projects linked to compliance requirements.
• Maintained communication with internal and external stakeholders as necessary to ensure expectations and timelines are met; escalated issues, as needed.
• Managed the complete lifecycle of loans, from pre-close to booking ensuring strict adherence to National Bank policies from initiation to disbursement.
• Solid understanding of KYC-AML principles and regulations, with a comprehensive knowledge base acquired through rigorous training by KPMG US.
• Collected and verified customer information to prevent financial fraud, money laundering, and other illicit activities.
• Conducted analysis of documents and corporate balances for PPP loan approvals while ensuring the confidentiality of information for over 500 cases.

Handled inbound customer calls, chats or emails and resolved issues with a 95% customer satisfaction rate.
• Provided excellent customer service by answering inquiries, troubleshooting problems, and processing orders.
• Prepared and edited documents, reports, and presentations, ensuring accuracy and professionalism.
• Collaborated with team supervisors to deliver consistent performance evaluations and constructive feedback to enhance the capabilities of customer service personnel.
• Conducted successful training sessions for a diverse customer base on the mobile fare payment application, resulting in heightened app adoption and enhanced customer satisfaction.
• Assisted in organizing and facilitating meetings, including preparing agendas, taking minutes, and distributing meeting materials
• Fostered seamless cross-functional collaboration with various departments, contributing to the attainment of broader organizational goals.

2019
• Contributed to solving complex business issues spanning from strategy development to execution.
• Assessed, formulated, and executed climate and workplace enhancements within the company, elevating work quality, boosting employee satisfaction, and driving a 30% increase in productivity.
• Kept track of regulatory shifts and assist in analyzing the laws and regulations changes pertinent to the company’s sector.
• Effectively oversaw project timelines, deadlines, and budgets, resulting in the successful execution of multiple initiatives.
• Led and managed the dispute operations team, ensuring efficient handling of cases and providing excellent service to internal and external clients.
• Led successful two annual national audits, achieving prestigious ISO 9001 Certification
• Managed administrative budgets through the company’s master account sanctioning over 500 monthly transactions to employees, customers, or suppliers.

Managed client relationships, ensuring client satisfaction, and facilitating effective communication between clients and the internal teams of an organization.
• Provided direction and feedback to different teams to ensure that deliverables meet client expectation.
• Proactively found opportunities to expand skills, promoting personal and professional growth.
• Implemented improved training programs, increasing employee morale and retention, reducing absenteeism by 20%.
• Managed New Hire Orientation and onboarding processes.
• Researched, analyzed, and evaluated findings to develop training programs, increasing performance and productivity.
• Developed and implemented new procedures and protocols to deliver the endowments to employees every quarter, according to OSHAS requirements.