Summary
Overview
Work History
Education
Skills
Timeline
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Kevin Huang

Five Dock,NSW

Summary

Since joining Rabobank in 2018 as a member of the Contact Centre, i have exposed myself to many different opportunities to grow myself personally through Continuous Improvement and projects. I have been recognized to be pro-active,work well under pressure and always prepared to take on new challenges. In my previous role as a Analyst- Financial Intelligence Unit i worked closely with my Team leader to ensure efficent

Senior Customer Experience Associate, I provided daily assistance to my manager to ensure the smooth daily operation of the Contact Centre, assisting staff with queries whilst also managing my core responsibilities simultaneously.

I began to explore my next steps in Rabobank by sitting with KYC Operations Team and Transaction Monitoring Team in parallel, to understand the roles and responsibilities of these jobs.

I have a strong network in Rabobank which has allowed me to act fast on matters that require urgent attention and
resolution. Common positive feedback i have received pertains to the management of work load/ assisting manager, and excellent
problem-solving skills.

Overview

6
6
years of professional experience

Work History

Customer Experience Associate

Rabobank
Sydney , NSW
07.2018 - 08.2020
  • Assisting with Secure emails and functional mailbox.
  • Displayed strong telephone etiquette
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Informed customers about all product lines and services offered by Rabobank.
  • Provided customer service and issue resolution to increase QA satisfaction levels.
  • Trained new employees on procedures and policies to maximize team performance.

Senior Customer Experience Associate

Rabobank
Sydney, NSW
08.2020 - 07.2021
  • Managing required outbound calls and Special Projects
  • Involved in Continuous improvement : White Belt Certified
  • Assisted Manager in driving team and delivering required training.
  • listening to calls for Customer disputes / Team Coaching
  • CSA - Control Testing for previous Archer Incidents.
  • Handling Escalations and complaints
  • Meetings with New clients / Stakeholders at level 16
  • Authorize Payments / Account changes by team members
  • Managing Legal functional mailbox : Liaising with FEC and Legal team on
  • Fraud/Separation/ executing Court Orders.
  • Reporting to management via Daily Checklist, Monthly Tracker
  • Optimizing training infrastructure for new and existing staff.
    Reviewing and editing Business Documents.
  • Managing Early Release/ Financial Hardship

Screening | Products and Deposits | FIU

Rabobank
Sydney, NSW
07.2021 - 11.2022
  • Perform the end to end Customer Screening and Business Partner of Politically Exposed Persons (PEP), Adverse Media and Sanctions alerts
  • Support control and process remediation and BAU activities, and provide support on escalated matters and incident investigations.
  • Identify, access and address any financial crime related risks
  • Work towards achievement of related KPI's and operating level agreements.
  • Supporting the Team Leader,Screening in the development and design of new name screening rules based on risk indicators from typologies provided by the Intelligence function.
  • Test new rules with the assistance of Analytics to determine the applicability and effectiveness through proven methodologies
  • Review name screening rules on a regular basis to ensure that they are functioning correctly (calibration)
  • Identify and execute potential improvement to rules upon review or when issues are escalated from the Investigations team.
  • Support the management of the name screening rule library to ensure that it is upheld when changes are made.
  • Work with the Compliance team to develop effective processes with regard to name screening.
  • Establish relationships within key to stakeholders across the business and be the primary contact point for PEP, AM and Sanctions Name Screening.
  • Other duties and/or projects as required.

Member Care Consultant

HCF
Parramatta, NSW
09.2023 - Current
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Maintained high levels of professionalism while interacting with customers via phone or email.

Education

High School Diploma -

Concord High School
Concord
09.2016

Skills

  • Upbeat and Positive Personality
  • Inbound and Outbound Calling
  • Document and Records Management
  • Call Volume and Quality Metrics
  • Strong Analytical and Problem Solving Skills
  • Patient and Empathetic
  • Team-Oriented and Cooperative
  • Issue and Complaint Resolution
  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Verbal and Written Communication
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented

Timeline

Member Care Consultant

HCF
09.2023 - Current

Screening | Products and Deposits | FIU

Rabobank
07.2021 - 11.2022

Senior Customer Experience Associate

Rabobank
08.2020 - 07.2021

Customer Experience Associate

Rabobank
07.2018 - 08.2020

High School Diploma -

Concord High School

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