Lou H.
Junior Customer Service Specialist
Open to offersNew to PlatformAbout
Lou H. is a dedicated Customer Engagement Specialist with experience in banking and financial services. Currently at UnionDigital Bank, Lou is responsible for assisting customer inquiries and resolving complaints, focusing on VIP and corporate clients, and ensuring exceptional service standards. Lou's role involves collaborating with Relationship Managers and handling critical responses such as disputes with the Credit Information Corporation and the Banko Sentral ng Pilipinas. Previously, at ING Business Shared Services, Lou honed skills in customer service excellence, fraud assessment, and process improvement across various international markets. Tasks included managing app-related issues, reviewing onboarding processes, and ensuring compliance with AML regulations. Farther back, Lou served at JPMorgan Chase & Co., enhancing expertise in financial and credit card services and at Convergys Philippines, dealing with healthcare claims management. Lou's proven capabilities in cross-functional collaboration and technical troubleshooting have consistently supported team objectives and high-quality outcomes.
Experience
Customer Engagement Specialist
UnionDigital Bank · 2023 — PresentHandled customer inquiries, requests, and complaints, ensuring timely and effective resolution. Managed communications with VIP clients and corporations while coordinating with Relationship Managers to address needs. Oversaw bank certificates, statements of account, and time deposit certificates, and managed complaints related to Credit Information Corporation and Banko Sentral ng Pilipinas. Contributed to team process development, participated in User Acceptance Testing for new system features, and assisted in the training of new hires.Customer Care Analyst
ING Business Shared Services · 2019 — 2023Responded to customer inquiries via chat, in-app messages, and email, ensuring accurate information and satisfaction. Facilitated account openings by reviewing onboarding documents and addressed technical issues with the bank app in collaboration with the IT team. Managed f fraud and dispute claims, and participated in the testing and rollout of new app features. Additionally reviewed fraud alerts related to AML and assessed account activities for potential misuse in further investigations.Customer Service Specialist II
JPMorgan Chase & Co. · 2015 — 2019Handled inbound calls related to credit card inquiries, assisting customers with their account statements, balances, and transaction details. Evaluated fraud and dispute claims, forwarding valid cases to appropriate resolution units, and supported customers with updates to personal information, card replacements, fee waivers, retention efforts, and account closures.Health Care Claims and Benefits Specialist
Convergys Philippines · 2014 — 2015Managed incoming calls from healthcare professionals regarding claims and benefits coverage, confirming the validity of healthcare claims and providing necessary benefits information.Offboarding Specialist
ING ItalyManaged card revocations, processed account closures, and ensured the termination of all linked services. Coordinated the transfer of remaining funds to clients' nominated accounts.Collections Support Officer
ING AustraliaEvaluated overdue loan accounts and issued demand letters to clients. Assessed requests for payment assistance and reviewed supporting documentation to determine eligibility for account write-offs.
Skills & Expertise
Education
- Bachelor of International Relations, Major in International TradeLyceum of the Philippines University · 2006 — 2013
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