KRISNAH NESEN M. CABATU
West Des Moines,USA
Summary
Results-driven Financial Services professional with over 15 years of expertise in debt management, international operations, and complex customer dispute resolution. Proven ability to conduct thorough investigations to resolve inquiries while ensuring strict adherence to AMLA and banking regulatory requirements. Skilled in managing high call volumes, negotiating settlements, and effectively mitigating risk in dynamic environments. Committed to delivering exceptional service and fostering positive client relationships through analytical problem-solving and attention to detail.
Overview
19
19
years of professional experience
Work History
Assistant Manager – Debt Management Solutions
Citigroup Business Process Solutions
11.2022 - 11.2025
- Managed complex cases involving escalations and credit reporting disputes, ensuring high levels of accuracy in data verification.
- Reviewed sensitive supporting documents (POA, income/expenses, bank statements) to assess validity and financial risk.
- Collaborated with management to identify bottlenecks and improve decisioning matrix tools and processes.
- Acted as Supervisor in Charge, overseeing team operations and assisting colleagues with product and service knowledge.
Debt Management Solutions Officer
Citigroup Business Process Solutions
08.2021 - 10.2022
- Performed moderately complex reviews of financial statements and bank records to assess customer hardship eligibility.
- Negotiated payment arrangements and hardship programs while balancing bank business risk with legislative requirements.
Front-End Collections Officer
Citigroup Business Process Solutions
01.2018 - 08.2021
- Managed high-volume inbound/outbound calls for delinquent accounts, successfully negotiating arrangements to reduce bad debt.
- Utilized skip tracing tools for debt recovery and resolved disputes regarding credit history and billing.
International Support Officer– Cash Operations
Australia New Zealand Global Service Operations
03.2014 - 10.2014
- Investigated missing international payment transfers (SWIFT) and coordinated with cross-functional teams to resolve issues.
- Ensured all international fund transfers and travel orders remained in full compliance with AMLA and bank regulatory requirements.
- Served as SME for branch officers regarding international drafts and fund transfers.
Financial Services– Subject Matter Expert
24/7 Customer Phils Inc.
06.2010 - 03.2014
- Performed risk assessments and organized payment arrangements for high-risk clients.
- Promoted to SME within one year to conduct coaching, validate attendance, and generate performance scorecards.
Customer Service Officer / Accounting Assistant
IBM-Daksh Phils Inc. / Intex Telecom Systems
10.2006 - 02.2010
- Provided order support and billing resolutions for high-volume retail and telco accounts.
- Promoted to SME within one year assisting colleagues on product knowledge & call escalations, discussing updates on product information and acting as officer in charge when supervisor is not around.
- Managed bank reconciliations and journal entries.
- Assisted in migrating purchase and sales data from legacy systems to new accounting software.
Education
Bachelor of Science - Accountancy
Bicol University
PhilippinesSkills
- Proficient in Microsoft Office Suite
- Proficient in banking applications
- Client relationship development
- Effective team leadership
- Analytical problem-solving
- Effective time management
Timeline
Assistant Manager – Debt Management Solutions
Citigroup Business Process Solutions
11.2022 - 11.2025
Debt Management Solutions Officer
Citigroup Business Process Solutions
08.2021 - 10.2022
Front-End Collections Officer
Citigroup Business Process Solutions
01.2018 - 08.2021
International Support Officer– Cash Operations
Australia New Zealand Global Service Operations
03.2014 - 10.2014
Financial Services– Subject Matter Expert
24/7 Customer Phils Inc.
06.2010 - 03.2014
Customer Service Officer / Accounting Assistant
IBM-Daksh Phils Inc. / Intex Telecom Systems
10.2006 - 02.2010
Bachelor of Science - Accountancy
Bicol University
AWARDS RECEIVED
High School Salutatorian and Outstanding Leader- Bicol University Legazpi City, Elementary Valedictorian - Bicol College Elementary School Daraga Albay
CORE COMPETENCIES
- Financial Services Compliance: Expert in reviewing supporting documents (POA/SPA, Trustees, Bank Statements) for regulatory flags.
- Complex Dispute Resolution: Skilled in investigating missing payments, managing escalations, and credit reporting disputes.
- Risk Assessment: Proficient in assessing customer financial positions to determine appropriate hardship programs and settlements.
- Customer Advocacy & Negotiation: Focused on active listening to recommend tailored solutions for customers facing financial difficulty.
PERSONAL DATA
- Date of birth: June 10, 1985
- Place of birth: Legazpi City, Albay Philippines
- Civil Status: Married