JASMINE DU

Customer Relationship Management & KPI Achievement

• Managed a diverse portfolio of corporate and individual clients, delivering customised banking solutions while fostering strong relationships and long-term client loyalty.
• Consistently exceeded KPIs by identifying client needs, deepening client engagement, and enhancing the bank’s reputation through exceptional service delivery.
• Implemented strategic cross-selling and marketing initiatives to strengthen client relationships, expand product adoption, and enhance the bank’s market presence.

Regulatory Compliance & Risk Management

• Conducted thorough KYC, CDD and EDD checks ensuring adherence to regulatory requirements.
• Monitored transactions for suspicious activities, reporting anomalies and assisting in fraud investigations.
• Worked closely with compliance teams to implement internal controls, mitigating financial and reputational risks.

Complaint Resolution & Customer Satisfaction

• Investigated and resolved disputes related to transactions, account issues, and service discrepancies, ensuring a seamless banking experience.

• Implemented proactive communication strategies to address client concerns before escalation, reducing complaint volumes and improving service ratings.

Operational Efficiency & Team Collaboration

• Collaborated with cross-functional teams to enhance banking procedures to streamline banking operations and optimise service delivery.
• Provided and supported training for team members, enhancing their expertise in client management, regulatory compliance, and banking operations.

• Delivered premium customer experiences through personalised service and needs analysis.
• Trained and guided new team members, improving overall team performance and customer engagement.

• Delivered outstanding customer service by understanding client preferences, and creating a welcoming experience.
• Collaborated with clients, management, and internal teams to enhance service quality and satisfaction.

• Assisted in preparing financial reports and managing corporate accounts, maintaining accuracy and compliance.
• Coordinated executive meetings and corporate events, optimising efficiency and communication.