Shine Tin

Underwriting Support 10/2023 - 09/2024

• Review Life Insurance applications to assess a customer's eligibility for cover.
• Involvement in the creation of the 'Momentum Life Underwritten Knowledge bank,' which consisted of Life cases that have been accepted, accepted with loadings, and deferrals, with reasoning to provide assistance with underwriting Life cases.
• Liaised with Reinsurer (Hannover Re) to assess a customers eligibility when it fell outside of the Risk appetite.
• Participated in ongoing professional development opportunities to stay current on industry trends and best practices for underwriting.
• Managed a high volume of underwriting cases.
• Collaborated with sales teams, providing essential information for accurate premium calculations.

Quality and Controls Specialist

• Assisted with the implementation of an AI-powered Quality Assurance bot, testing various functions of the AI bot to ensure they were working correctly.
• Delivering ongoing reporting on the overall performance of the AI bot, ensuring that it met the desired quality assurance standards.
• Ensure all Quality Assurance (QA) standards, processes and guidelines are enforced and followed in order to maintain compliance with all business, legal and regulatory requirements.
• Assisted with the implementation of company policies, ensuring compliance with regulatory requirements, and contributing to the development of a robust operational framework.
• Conducted internal review of the marketing procedures manual, identifying controls and gaps to enhance marketing effectiveness and ensure regulatory compliance.
• Provide call feedback directly to frontline sales & customer care staff and their managers, identifying both positives and areas of improvement.
• Perform relevant controls testing and validate agreed processes/procedures/compliance requirements.
• Responsible for overseeing the Management Attestation Tasks, ensuring that all tasks assigned to the Executive Leadership Team are completed accurately and truthfully.
• Responsible for facilitating QA weekly meetings between Quality Assurance and Direct Distribution.
• Financial Services Council regular attendee, primary role in these meetings is to bring feedback and updates back to the Risk and Compliance team.
• Facilitating Risk workshops within our organization. This involves coordinating and leading the session to assess and mitigate risks across various business functions.
• End of month reporting (Assurance report, Compliance report, KRI reporting).

• Performed Customer Due Diligence (CDD) daily, collaborating with the risk and compliance team if any suspicious activities were detected during the onboarding process, ensuring adherence to regulatory requirements and safeguarding the institution.
• Acted as the primary point of contact for complaints from agents, suppliers, and clients, ensuring timely and effective resolution. Maintained strong, professional relationships to enhance customer satisfaction.
• Fostered and maintained strong relationships with customers, providing support and guidance on their savings and investment needs.
• Empowered to make immediate decisions for myself and my team, improving operational efficiency and customer service response times.
• Regularly updated my knowledge of the Official Cash Rate (OCR) to provide accurate and relevant advice to clients regarding their savings and investment options
• Utilized Oracle's Flexcube and internet banking platforms to manage customer accounts, term deposits, and investments.
• Addressed and resolved issues related to the bank’s digital app, improving user experience and operational reliability.
• Set up new accounts, term deposits, and investment products for clients, ensuring all processes were completed accurately and efficiently.
• Analyzed and resolved issues caused by system errors, ensuring minimal disruption to customer services and maintaining system integrity.

• Evaluated and validated different scenarios to ensure the accuracy and effectiveness of remediation efforts.
• Conducted comprehensive User Acceptance Testing.
• Analyzed failing and passing data against business rules to ensure integrity and compliance.
• Utilized Salesforce and Excel daily.
• Provided accurate quotes for motor, home, and contents insurance, ensuring customer satisfaction and adherence to company policies.
• The remediation project was to process and provide refunds to customers accurately and efficiently.
• Informed customers about the benefits of various insurance products offered by AA Insurance.
• Maintained high accuracy in processing payments and refunds over the phone.
• Adapted to fast-paced, iterative workflows, emphasizing collaboration and continuous improvement.

• Managed and resolved phone inquiries from suppliers and agents promptly.
• Handled complaints from agents, suppliers, and clients with professionalism and empathy, working to resolve issues swiftly and maintain positive relationships.
• Actively promoted and upsold specific products from suppliers to agents, highlighting the benefits and unique features to increase sales and enhance customer experiences.
• Fostered strong relationships with agents through consistent communication, support, and collaboration.
• Continuously updated my product knowledge through supplier updates, staying informed about new offerings, features, and industry trends.
• Collaborated closely with the product and documents team to ensure accurate and timely documentation.
• After-hours phone duty to support clients facing issues while traveling, offering prompt assistance and solutions.

• Sold merchandise/food, cooked, upsold products, created 'magical moments', handled cash.