Ma. Cecilia Roque - Arcenas
An experienced professional with a background in BPO start-up, Insurance claims, Fraud Recovery, Debit Card and Credit Card Fraud.
+63-917******* ***********@*****.*** Taguig City, Philippines Experience Sept 2017 – Present Vice President - Tribute Insurance Assignments LLC Frazer Consultants LLC
• Provide oversight and leadership in the migration of the Frazer Consultants LLC account under Tribute Insurance Assignment to the Philippines.
• Process the hiring of all local staff under the Tribute Insurance account.
• In charge of the initial processing of business license and permits for the company.
• Spearheaded the Tribute Insurance Philippine job process to be executed in operations for al hired staff.
• Responsible of all HR Admin Records and all business documentation for the company.
• Was able to hit a 3-million-dollar funding for our account after 1 year of live operations.
Feb 2012 – Sep 2017 Risk Operation Sr.Specialist 1- DCFP,FPO,FREC,IM JP Morgan Chase Bank & Co.
• Perform high risk transaction review for both personal and business account.
• Identify and prevent fraud or loss on cases as necessary and ensuring that case files are accurate and complete.
• May function to collaborate, support and liaises with branch personnel, Fraud Hotline, Deposit review, and corporate security as necessary.
• Analyze suspicious account activity and daily fraud trends on accounts.
• Ensure effective communication with Corporate Security, the Law department, account officers, as necessary
• Responsible in investigating fraud. Contacting both merchant and cardholders if necessary.
• Follow policy and various processes to reduce fraudulent use of Social Security Numbers and Tax Identification Numbers within the firm
• Produces reports and summary of controls
Nov 2009 – Jan 2011 Claims Associate - Prudential Financial Sykes Asia Inc
• Takes escalation calls for customer service.
• Handles haste request for any type of life insurance claim.
• Initiates all type of claim for a life insurance.
• Provides
• status and explanation to claimants for any request that was turned down or escalated.
• Handles sensitive and complex type of claim.
• Sends request to Corporate Area and examiners to see if an exception can be granted.
• Help examiners to process a claim properly.
• Review documents that clients submitted to process their claim in a timely manner.
Sep 2007 - Oct 2009 Customer Service Representative - Prudential Financial Sykes Asia Inc
• Assist clients with any inquiry about their life insurance such as billing, policy values, and etc.
• Input client’s request and changes on their life insurance.
• Provides status of any request client submitted.
• Assist clients with changes on their life insurance. Education Central Philippine
University Jaro, Iloilo
City
S. Y. 2005-2007
Boracay National High School
Boracay Island Malay Aklan
S.Y. 1999 – 2003
Balabag Elementary School
Boracay Island Malay Aklan
5608 S.Y. 1993 – 1999