Yoke Thing (Karen) Chuah

• Provide expert advice and support to colleagues throughout the application process, ensuring clarity and accuracy in submissions.
• Serve as a key point of contact for licensed agents and key stakeholders, facilitating clear and effective communication.
• Conduct detailed and methodical analyses of all applications, ensuring a comprehensive understanding of each case.
• Take ownership of daily operations related to application processing, ensuring efficiency and robust control measures are in place.
• Oversee the collation, analysis, and resolution of any 'post-submission' issues, maintaining a high standard of service delivery.
• Make informed recommendations based on detailed analysis and the application of a risk framework.
• Lead a team of application associates.

• Successfully managed regulatory tax obligations for Wealth and Personal Banking (WPB), ensured full compliance with local and global tax laws and regulations.
• Proactively identified and resolved various tax issues, including emerging tax developments, resulting in minimized risks and enhanced compliance for WPB.
• Subject Matter Experts (SMEs) in U.S. Foreign Account Tax Compliance Act (FATCA), Common Reporting Standard (CRS) legislations, and Customer Due Diligence.
• Cultivated and nurtured strong working relationships with local stakeholders, external partners, and the HSBC Global Tax team, facilitating effective management of emerging risks and fostering collaborative solutions.
• Played a pivotal role in enforcing a robust tax risk governance framework, providing comprehensive visibility of key risks and remediation activities to stakeholders, thereby safeguarding WPB's interests and ensuring compliance.
• Acted as the key representative for WPB in local or group projects, collaborating closely with Change Delivery and securing high-level WPB sponsorship, resulting in the successful implementation of assigned projects and achieving business objectives.
• Trained and Coached Frontline to enhance their skills in customer service and tax compliance, resulting in improved operational efficiency and a higher standard of delivery.
• Business Support Management Highlights
• Spearheaded the preparation of comprehensive Business Management packs, documents, and reports pertaining to Wealth and Personal Banking's (WPB) Direct, Indirect, and Investment Cost Management, facilitating informed decision-making and strategic planning within WPB.
• Orchestrated the seamless coordination of updates to forms in strict adherence to internal guidelines and external regulatory obligations, ensuring accessibility to relevant stakeholders and maintaining compliance standards.
• Demonstrated exemplary governance and management of WPB's Customer Relationship Management System (CRMS) Tool, driving timely escalation of issues, ensuring accuracy of key data fields, and spearheading the implementation of impactful enhancements to optimize operational efficiency.
• Performed annual review of WPB's Procedural Framework, fostering collaboration with regional stakeholders to secure sign-off and ensure alignment with organizational objectives and regulatory requirements.
• Served as the primary liaison point for Digital Business Services, effectively coordinating input and securing sign-off from WPB Subject Matter Experts (SMEs) on annual DBS process document reviews, fostering alignment between digital initiatives and WPB's strategic objectives.
• Conduct rigorous monthly call monitoring samples, ensuring the effective embedding of control measures and driving process improvement initiatives across WPB, enhancing operational effectiveness and risk mitigation strategies.

• Supported Relationship Managers in processing loan applications and general maintenances.
• Generated new business and referral clients in partnership with Relationship Manager and branch team.
• Maintained knowledge on all bank products, credit standards, services and trends and provided efficient customer services.
• Onboarding new clients, conducted due diligence for new and existing clients and ensure they are within policy, guidelines, and standard operating procedures.
• Participated in various business development calls with Relationship Managers and develop efficient credit proposals and structure for same.
• Supported peers in the team, provide training for new joiners, and share best practices with team members. Led Premier Assistant Relationship Manager (ARM) lending group and run a weekly ARM pod meeting.
• Achievements
• Established effective communication channels with clients, ensuring a deep understanding of their needs, and successfully implemented solutions using available technological tools, resulting in enhanced client satisfaction and achievement of their financial goals.
• Cultivated and nurtured strong relationships with both new and existing clients, delivering a high level of expertise and personalized service, leading to increased client retention and loyalty.
• Demonstrated proactive customer service by assisting clients with various banking needs, such as mortgage top up requests, opening accounts, depositing or transferring funds, updating account details, and placing term deposits, contributing to a seamless and efficient banking experience.
• Monitored and addressed issues promptly, ensuring immediate resolution and maintaining high levels of customer satisfaction, thereby upholding the bank's reputation for exceptional customer service.
• Actively participated in various projects and working groups within the organization, contributing valuable insights and expertise, and playing a key role in the successful implementation of strategic initiatives and organizational objectives.
• Led the ARM lending group and conducted weekly ARM pod meetings, fostering collaboration and knowledge sharing among team members, resulting in improved team performance and achievement of lending targets.

• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
• Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.
• Achievements
• Successfully completed high-volume money counts with precision and efficiency, utilizing both manual and machine-driven approaches, contributing to the overall operational efficiency of the bank.
• Provided prompt and accurate responses to customer inquiries regarding account information, enhancing customer satisfaction and loyalty.
• Demonstrated proactive initiative in recognizing customer needs and effectively referring them to the appropriate representative or line of business for cross-sell or service opportunities, resulting in increased revenue generation and customer engagement.
• Identified and capitalized on sales opportunities, referring customers to Relationship Managers, thus contributing to the bank's sales targets and overall business growth.
• Exhibited exceptional skills in learning about customers' financial needs, establishing trust, and optimizing sales opportunities, resulting in the delivery of quality customer service and increased customer retention.
• Played a key role in fostering strong customer relationships and promoting customer loyalty through personalized service and tailored solutions, contributing to the bank's reputation for excellence in customer services.

• Recommended products to customers, thoroughly explaining details.
• Maintained up-to-date knowledge of product and service changes.
• Ensured compliance with IAG NZ policies, procedures, processes, and legislative requirements at all times.
• Achievements
• Demonstrated expertise in recommending products to customers, effectively explaining product details and features, resulting in increased customer satisfaction and product adoption.
• Maintained a high level of product knowledge and stayed abreast of product and service changes, enabling accurate and informed customer interactions, and enhancing the overall customer experience.
• Ensured compliance with IAG NZ policies, procedures, processes, and legislative requirements, consistently meeting regulatory standards, and minimizing risk exposure for the company.
• Operated within delegation levels and adhered to underwriting principles and criteria when dealing with customers' requirements, ensuring responsible decision-making and risk management.
• Proactively identified opportunities to initiate needs-based, value-adding conversations with customers, offering tailored solutions that meet their specific needs and preferences, leading to enhanced customer loyalty and retention.
• Promoted a superior customer experience by addressing customer concerns with empathy, demonstrating strong problem-solving skills, and resolving issues swiftly, resulting in improved customer satisfaction ratings and positive feedback.