CIC Governance

• Apr 2022 - Present

[Primary Duties and Responsibilities]• Primary contact point for both HQ and vendors of CIC• KPI Reporting & Monitoring• Customer interaction management[KPI Reporting & Monitoring]• CIC KPI Reporting including Service Level, Answer Rate, After Call Survey, Digital Channel traffic• Daily monitoring of KPIs for short-term improvement based on people management with supervisors (Call agent Turnover rate down by 20% in the 2nd half of '22)• Set up the enabler measures for KPI improvement- Call data analysis using SAS, tableau to find root causes- Set up the action plan for enabler measures with the team manager and supervisors• Vendor management for KPI improvement- Volume forecasting and actual volume monitoring for efficient outsourcing team set-up and planned value tracking- New vendor searching, tender process, drafting the business contract, and periodic vendor checks• Workforce Management (WFM) for headcount/budget planning- Based on sales planning and volume forecast, conduct call agent headcount and hiring status(direct, contract, dispatch) estimation[Customer Relationship Management]• Company survey channel operations- NPS reporting, local survey operation in line with the central ACS guideline, and survey vendor management (invoice, technical support)- Contact wish, Issue solving handling (Maintain over 90%)- Analysis by topic groups, and customer segment for improvement• New digital channel and customer strategy tools implementation- Global tools: Steering with the HQ and the local business- Local system: Write a business case to secure a budget and support IT and business PM.- Plan to boost digital channel traffic, MAU by adding new features, changing UI, and creating customer campaigns.• Customer journey experience delegate for customer care and service- Joint committee with Marketing & Sales department[Compliance delegate for the department]• ICS/K-Sox delegate. • Compliance / AFM delegate Show less

Collection Supervisor

• Sep 2021 - Aug 2023

Treasury Officer

• Dec 2020 - Jul 2021

MM/FX/Securities Front Office Liquidity Regulatory Reporting (LCR, NSFR, DNB reporting) Profit Reporting New Product Development, IB Loan Marketing MM/FX/Securities Front Office Liquidity Regulatory Reporting (LCR, NSFR, DNB reporting) Profit Reporting New Product Development, IB Loan Marketing

Collection Legal Officer

• Jun 2016 - Feb 2018

• Successfully finished the company's first-ever collection outsourcing project • Participate new collection system implementation • Handle all legal issues related to collection activities from soft-collection to legal collection, customer complaints and government regulations such as fair debt collection procedures • Approve legal actions request from collection agents and prepare related documents • Primary contact points for legal service providers- lawyers, judicial scriveners. etc. • Update and maintain schedule of all legal activities and dunning documents • In charge of law firm and outsourcing agency selection process • Attend courts and police offices, other government offices, if necessary • Setup and maintain collection process according to strategies and workflow • Supervise outsourced debt collection agencies and in-house legal collectors ensuring adherence to debt collection protocols • Report to collection manager monthly, quarterly, bi-annually and annually • Terms and Conditions amendment working with government supervisory agencies • Debt sales in accordance with local government guidelines • Perform debt sales process in compliance with local regulations • Overdue customer complaint handling in case of escalations from collectors • Support reporting delinquent accounts to credit bureaus Show less

Legal and Credit Management Officer

• Mar 2011 - Jun 2016

• Primary contact point for past due projects both new installations and services. This is with respect to communications via verbal and written communications, to promote prompt payment of outstanding invoices and any other matters that will maximize cash flows. • Cash flow forecast • Debt collection through soft and legal procedures - 0.8 Bil KRW bad debt collection in FY14/15 (Achieved 130% of KPI target) • Legal actions, as a representative for the company in the first instance and bankruptcy court, on uncollected bad debts (+90 days A/R and insolvency) • Writing all legal documents for legal actions, arbitration and dunning • Claims tax deduction on bad debts and processes write-off on bad debts • Conducts monitoring and forecast of credit risk among current and future customers • Forecasts collection amount in future and grade accrual for the A/R accounts • Experiences with training and motivating sales personnel, instituting and enhancing policies and procedures • Support an acting regional compliance officer(CFO) by creating, updating and following approval process in group-wide intranet called Global Engagement Tool (such as corporate citizenship, membership and ticket purchase cases) • Monitoring registered activities as well as expenses • Translate and review the Korean version of Group-wide intranet compliance training & regional technical support • Acts as a legal liaison between the company and external lawyers • Reports non-collection company business related pending litigation status over 100,000 euros to Asia Pacific regional HQ • Supervises contract documents draft including sales, service agreements contracts Show less

Sales Support Specialist

• Jun 2010 - Mar 2011

• Review and approve financial lease application from sales department based upon financial condition of the account • Set the credit limits for new accounts and and periodic review existing accounts • Work with corporate finance to analyze bad debt allowance requirements • Monitor/follow up collection action with outside agencies and law firms • Fixed asset in sales division management • Provide legal advices on sales process and contracts • Trade credit insurance claims and contracts management Show less

Aftermarket Sales Intern

• Jul 2009 - Jan 2010

• Support order and logistics process in AA/SOE-KR diviision, via SAP SD module. • Support issuing sales slips and monthly turnover report • Filing invoices and other sales related documents • Office errands such as purchasing and maintain office supplies • Support order and logistics process in AA/SOE-KR diviision, via SAP SD module. • Support issuing sales slips and monthly turnover report • Filing invoices and other sales related documents • Office errands such as purchasing and maintain office supplies