Case Analyst

• Oct 2021 - Present

Associate

• Nov 2018 - Oct 2021

• Conduct independent internal review of customer remediation cases which includesthe following activities:- Investigate customer complaints and communicate with customers to obtainfurther information for case assessments;- Consider appropriateness of financial advice provided by the financialadvisors based on legislative obligations and internal frameworks;- Identify trends of complaints, misconduct and systemic issues and performroot cause analysis and make appropriate escalations to the leadership team;- Prepare a Case Report based on the breach of financial advisors’ obligations,and determine the extent of remediation required based on relevant legalprinciples, applicable industry codes and case precedents within the giventimeframes;- Provide progress update on remediation cases to customers in a concisemanner, and advise customers on alternatives and reasons for outcomesupon conclusion of assessment.• Act as the first point of contact for technical support and escalations, includingresolving complex problems and queries related to customer remediation thatimpacts multiple business units.• Complete quality assurance activities for complex customer remediation cases toensure compliance with the procedures and methodology.• Track, manage and prioritise remediation project deliverables towards the positiveregulatory outcomes.

Wealth Banker

• Sep 2017 - Nov 2018

Provided solutions to customers and advisers on superannuation and investment queries on a daily basis. Though which I have also acquired in depth product and legislative knowledge regarding the Australian Superannuation structure.

Customer Service Coordinator

• Jul 2016 - Jul 2017

Volunteer Recruitment Officer

• Jun 2017 - Jun 2017

Shortlisting and interviewing applicants for Vivid Sydney 2017 volunteers. Liaised with coworkers in both Sydney and Melbourne. Shortlisting and interviewing applicants for Vivid Sydney 2017 volunteers. Liaised with coworkers in both Sydney and Melbourne.

Consultant

• Feb 2016 - May 2016

Member of Professional Insurance Brokers Association (HK). Provided recommendation and suggestions for insurance and investment products. Member of Professional Insurance Brokers Association (HK). Provided recommendation and suggestions for insurance and investment products.

Customer Service Coordinator

• Jul 2013 - Jan 2016

Application processing, Customer relations, Customer support, Hospitality Services, Working with Children Application processing, Customer relations, Customer support, Hospitality Services, Working with Children