THAVAMALAR BALASUNDARAM
MALAYSIA
Summary
Experienced customer service professional with 20+ years of exceptional support Strong communicator and problem solver, committed to excellence Skilled in developing and implementing customer service policies and procedures to streamline operations
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
29
29
years of professional experience
Work History
Customer Service Executive
AIG Malaysia Insurance
07.2010 - Current
- Provide exceptional customer service via multiple service channels including but not limited to front counter, telephone, emails, faxes and other available service channels in the future and contribute towards improving Service Survey Net Promoter Score (NPS)
- Drive first contact resolution by focusing on resolving customer’s and agent’s inquiries and service request submissions during the first interaction
- Verify and check that all premium collections are accounted for and the end of day balancing is completed and correct
- Understand, research, identify and resolve customer’s complaints and proactively perform service recovery by understanding customers’ needs and requirements
- Ensure the smooth running of daily operation at front counter and assist with branch office administrative matters and agency support
- To provide inter-branch and cross functional collaboration work to ensure smooth daily operation within the department
- Proactive in discovering and voicing opportunities for service and process improvement and actively participate in the process improvement activities
- Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's needs
- Document all customer’s contact and interaction information according to standard operating procedures
- Recognize, document, and alert the management team of abnormal trends detected in customer’s calls and contacts
- Attend to operational issues by working with all relevant internal and external parties until full resolution
- Must demonstrate high degree of integrity and confidentiality.Maintain confidentiality of customer information and adhere to all compliance guidelines, policies and regulations
- Accountable for meeting individual (KPIs) and team goals
- Drive self-learning and development by taking part in training and other learning opportunities to expand knowledge, skill and experience
- Proactively upsell or cross sell products and services by understanding and recognizing customer’s needs
- Responsible for record and data management in accordance with record keeping guidelines
- Other duties assigned which may include job rotation, short term attachment, tasks and projects
Mortgage Underwriter
Allianz Malaysia
01.2003 - 01.2007
- Followed-up on applications to gather missing information and clarification on client requirement and financial records.
- Assessed mortgage loan documents to determind acceptance or denial, making decisions based on established risk factors and income requirments
- Completing and reviewing mortgage application paperwork for accuracy.
- Analyzing applicant's credit history and financial information to assess eligibility
- Answering inquiries and questions from lenders and brokers
- Escalating any applications that require managerial approval Establishing credit terms , pricing , and conditions during the application approval process.
- Creating business relationships with brokers and customers
- Authorizing and underwritings.
- Reviewing and verifying team applications and supporting documentation.
- Analyzing loan risk and requesting additional information as necessary.
- Preparing reports on assessment findings.
- Making eligibility decisions and approving or rejecting applications . Reviewing and specifying conditions as necessary
- Ensuring compliance with regulatory standards
- Ensuring compliance with company policies and guidelines
- Documenting and effectively communicating reasons for the approval / rejection of teans
- Returning applications with additional documentation to the loan officer for review.
Global Service Officer
Scope International Berhad Malaysia
01.2002 - 01.2003
- Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
- Improved decision-making by utilizing current data on market conditions, customer numbers and sales levels
- Adherence to bank policies, regulatory requirements, and legal guidelines for reporting, loan approvals, and money handling.
- Implementation of robust risk mitigation strategies to ensure compliance with AML regulations, KYC procedures, and other regulatory frameworks.
- Safeguarding the bank's reputation and minimizing financial risks through meticulous adherence to compliance standards.
- Provide adminstrative and clerical services to support the work of staff in the approval's team.
- Moantain the TRIM computerised record management system and coordinate the creatio, storage, retrieval and archiving of files to ensure the accurate and safe storage of information and its compliances with Department policy.
- Enter and retrieve data from databases to support the operations of the Approvals team.
- Assist with undertaking research projects to support the work of the Approvals team
- Respond to enquiries , and escalate contentious or complex issues to a senior officer in a timely manner . Exercise initiative and judgement in researching and preparing correspondence including the preparation of reports and spreadsheets to support the work of the Statewide Network
- Key challenges Exercising sound judgement to ensure that competing work priorities in a high volume environment are met within agreed and often demanding timeframes.
- Responding to a high volume of enquiries from a broad range of internal and external stakeholders in a timely and professional manner.
Bank Counter Clerk
Standard Chartered Bank Malaysia
01.1997 - 01.2002
- Opened new checking, savings and lines or credit accounts, helping customers through process
- Researched and resolved customer issues on personal savings
- Complete the reconciliation of the Guidewire bank account daily to ensure accurate records
- Balance cashbook, general ledger and bank reconciliation on a daily basis
- Focus on root cause investigation and resolutions of unreconciled entries.
- Monitor chargebacks and untraceable claims receipts.
- Reconcile card transaction report daily
- Liaise with the Management Accounts team to support the month end accounting process.
- Attend team meetings at regular intervals and assist in implementing improvements in identified problem areas
- Provide high standards of external customer service by responding quickly to correspondence and requests
- Build effective relationships both internally within Finance and externally to our wider stakeholders
- Proactively identify and implement process improvements.
- Support with the implementation of the new reconciliation software.
- Support with the development of other team members.
- Meet individual and Department targets and objectives.
Education
Master of Business Administration - Management
Open University Malaysia
01.2024
Diploma - Information Technology
MCS Computer Centre Malaysia
01.2000
Skills
- Coaching & Mentoring
- Training & Development
- Resilience
- Marketing
- Critical thinking
- Active listening
- Problem resolution
- Customer satisfaction measurement
Accomplishments
- BEST STAFF PERFORMER-Standard Chartered Bank Malaysia Berhad
Language
English
Bahasa Malaysia
Tamil
Timeline
Customer Service Executive
AIG Malaysia Insurance
07.2010 - Current
Mortgage Underwriter
Allianz Malaysia
01.2003 - 01.2007
Global Service Officer
Scope International Berhad Malaysia
01.2002 - 01.2003
Bank Counter Clerk
Standard Chartered Bank Malaysia
01.1997 - 01.2002
Diploma - Information Technology
MCS Computer Centre Malaysia
Master of Business Administration - Management
Open University Malaysia