JACQUELYN MARIE-NINA BASILIO
Suva
Summary
Experienced Governance, Risk and Compliance officer with over three years of experience, complemented by a background in administrative duties and two years of debt recovery expertise. Proficient in credit, collections, and portfolio management, with exposure to both local and Australian markets. Confident in ability to contribute effectively to the United Nations Development Programme Team, possessing a deep understanding of business processes and requirements necessary to provide essential support to the company and its employees.
Overview
11
11
years of professional experience
Work History
Governance, Risk & Compliance Lead
RCL Services Pte Limited
01.2022 - Current
- Playing a key role in the establishment of the Governance, Risk and Compliance framework that is compliant with the requirements and spirit of ISO9001, ISO27001, ISO14001, ISO31000, ISO22301 and ISO18001, client service level agreements, client expectations, legislative and regulatory requirements.
- Positively contributing towards the achievement of the business objective of zero areas of concern for either client certification, re-certification and/or surveillance audits of the group’s business management systems and processes.
- Identifying risks, governance and monitoring requirements within the Groups operating environment, both internal and external.
- Escalating any matters of material importance to the Group Manager - Governance, Risk and Compliance
- Play in integral part in protecting the brand and reputation of the Group. • Participate in the company’s continual improvement systems
- Coordinating with clients and vendors for external audits
- Effectively managing elements of the Vendor Management framework that have been assigned.
- Effectively managing elements of the Issue register that have been assigned.
- Effectively managing elements of the Audit and Key Event Schedule that have been assigned.
- Manage and oversee all Business Continuity Protocols
- Effectively manage the Governance, Risk & Compliance team and the Complaints management team, ensuring steady productivity.
- anage onshore and offshore vendors ensuring that all protocols are maintained when initiating business.
- Work in conjunction with onshore and offshore leads ensuring that all staff maintain Australian Privacy and Debt Collector Guidelines are maintained. challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
Governance, Risk & Compliance Officer
RCL Services Pte Limited
02.2019 - Current
- Roles specialized under the Corporate Department:
- To support all Governance, Risk and Compliance related functions within RCL Services Pte Limited (includes all companies within the Group) and ensure that the management system is consistent and compliant with the requirements and spirit of ISO9001, ISO27001, ISO14001, ISO31000, ISO22301 and ISO18001, client service level agreements, client expectations, legislative and regulatory requirements. The Governance, Risk and Compliance officer plays a key role in ensuring that:
- Playing a key supporting role in the establishment of the Governance, Risk and Compliance framework that is compliant with the requirements and spirit of ISO9001, ISO27001, ISO14001, ISO31000, ISO22301 and ISO18001, client service level agreements, client expectations, legislative and regulatory requirements.
- Positively contributing towards the achievement of the business objective of zero areas of concern for either client certification, re-certification and/or surveillance audits of the group’s business management systems and processes.
- Taking the initiative in identifying risks, governance and monitoring requirements within the Groups operating environment, both internal and external.
- Escalating any matters of material importance to the Group Manager - Governance, Risk and Compliance
- Play an integral part in protecting the brand and reputation of the Group.
- Actively participating in the company’s continual improvement systems
- Co-ordinating with clients and vendors for external audits
- Effectively managing elements of the Vendor Management framework that have been assigned.
- Effectively managing elements of the Issue register that have been assigned.
- Effectively managing elements of the Audit and Key Event Schedule that have been assigned.
- Ensuring that tasks assigned to you are effectively managed
- Ensuring all tasks completed are accurate, with a high level of quality output (including visual presentation where applicable) and delivered in a timely manner.
- Ensuring any task assigned by the Manager – Group Governance, Risk and Compliance, at their discretion are completed in a timely manner.
- Assisting the other leads with tasks as directed by the Manager – Group Governance, Risk and Compliance.
- Performing compliance audits across systems and processes to ensure controls in place are audited to ensure they continue to remain effective.
- Liaising with business stakeholders, both internal and external, as required and ensuring such interactions are within the spirit of our values.
- Ensuring documentation is properly filed to ensure our ongoing compliance with record keeping
- Participating in Governance, Risk and Compliance meetings
- Actively participating in the company’s continual improvement systems
- Assist in the management and execution of the business’ continuity plans in the case of a natural disaster or events requiring the activation of the Business Continuity Plans.
- Proactively assisting with developing innovative business processes in order to streamline the organisation’s management, operations, workflow, documents and correspondence
Facilities and Administration Officer
RCL Services Pte Limited
11.2016 - 02.2019
- Roles specialized under the Corporate Department:
- The Administration & Facilities Officer’s primary purpose will be to provide administrative support and reception services for the RCL Services business. This will include the management or stationery and inventory, transport, deliveries and mail. The incumbent will liaise with external suppliers and contractors. They will also play a key role in organising internal and external events.
- Reception & visitor access control including greeting visitors, evacuation procedures overview, confidentiality agreements signed and visitor book completed
- Receipting and packing away of deliveries
- Liaising with contractors in relation to skip bins, security (guards & monitoring), cleaning, sanitary products, fruit delivery and diesel fuel
- Transport scheduling daily to drivers and liaising with leaders & transport provider
- Procurement and managing stationery and other supplies including tea, coffee, sugar, milk, rubbish bags, dishwashing & other supplies and stock up throughout the day
- Keeping an inventory of supplies especially stationery
- Ordering flowers & cakes etc. as required
- Laundering of tea towels
- Collecting mail from Nasinu Post Office and distributing to appropriate areas
- Organising for any repairs to be carried out and creating a register of all tradespeople if not covered in the lease
- Weekly testing of generator - maintaining log book of tests, ordering and maintaining adequate diesel supplies
- Promotional Items - Developing client and prospect promotional materials, including gifts, Christmas cards, invitations and promotional packs that endorse the brand
- External Events – Assisting with organising client events, conferences and sponsorships
- Organising Monthly and Quarterly Interacts including catering, awards certificates and trophies, invitations, presentation and vouchers for prizes
- Assist in the management and execution of the business’ continuity plans in the case of a natural disaster or events requiring the activation of the Business Continuity Plans.
- Assisting in coordinating the End of Year Function and other events as requested
- Liaising with external suppliers and agencies
Contact Centre Agent
RCL Services Pte Limited
09.2016 - 11.2016
- Roles specialized under Insurance Business Unit:
- Collections Officer for Uninsured Team, Insurance Business Unit
- Client portfolio management above AUD6,000
- Financial profiling to established ability to pay from debtor’s income and expenses
- Dispute resolution
- Settlement negotiation
- Corresponding with authorized parties, solicitors, brokers, financial counsellors and insurers
- Queueing onto daily dialer campaigns for both fresh and aged files
- Skip-tracing including recommendation of paid commercial and government searches
- Observance of ASIC, ACCC and GICOP guidelines
- Handling of inbound call queue
- Pre-legal checklist
Customer Service & Sales Representative
Mindpearl Limited
11.2014 - 09.2016
- Roles specialized under Insurance Business Unit (Jul 2016 – September 2016)
- Collections Officer for Uninsured Team, Insurance Business Unit
- Client portfolio management above AUD6,000
- Financial profiling to established ability to pay from debtor’s income and expenses
- Dispute resolution
- Settlement negotiation
- Corresponding with authorized parties, solicitors, brokers, financial counsellors and insurers
- Queueing onto daily dialer campaigns for both fresh and aged files
- Skip-tracing including recommendation of paid commercial and government searches
- Observance of ASIC, ACCC and GICOP guidelines
- Handling of inbound call queue
- Pre-legal checklist
- Customer Service & Sales Representative
- Roles specialized under client account, Recoveries Corporation Limited:
- Newscan Operator for Newscan Team, Insurance Business Unit (November 2014 – July 2016)
- Data entry and file preparation for collections.
- Observance of ASIC, ACCC and GICOP guidelines.
- Compilation of claim cost documentation.
- Recoverable cost revision and calculation.
- Queueing onto daily dialer campaigns.
- Handling of inbound call queue.
- Skip-tracing through use of paid and non-paid services.
- Transferring out files to designated teams.
Education
No Degree - Law & Arts
The University of The South Pacific
Suva, Fiji01.2013
High School Diploma -
Saint Joseph's Secondary School
Suva01.2012
No Degree -
Saint Joseph's Secondary School
Suva01.2011
No Degree -
Saint Joseph's Secondary School
Suva01.2009
Skills
- Superior customer service
- Strong communication and inter-personal skills
- Methodical approach to work
- Dedicated work ethic
- Team-centric and pro-team
- Resilient under pressure
- Adept learner and pro-innovation
- Proficient in Windows based software, namely Microsoft Office Suite 2016
- Well-versed in an Australian market and industry practices and legislation in terms of Debt Recovery
- On-the-job training on product knowledge and enhancing soft skills
- Proofreading with excellent command of written and spoken English
- Advanced typing skills
- Troubleshooting
- Conflict resolution
- Multitasking
- First Aid/CPR
- Problem-solving
- Task prioritization
- Verbal communication
- Computer skills
- Clerical support
- Decision-making
- Supervision and leadership
- Social perceptiveness
Hobbies and Interests
I thoroughly enjoy a great book, all music genres and captivating movies. From time to time I like to think of myself as a great outdoors(wo)man as I enjoy a good hike or a day at the beach with my family and friends.
Accomplishments
- December 2024 - 10 years of Service Award, RCL Services Pte Limited
- April 2024 - MVP Award, RCL Services, RCL Services Pte Limited
- April 2019 - 5 years of Service Award, RCL Services Pte Limited
- Nov 2018 - MVP Award, RCL Services, RCL Services Pte Limited
- May 2011 - Best delegate of the Economic and Social Council in the Model United Nations representing Latvia – Certificate of Achievement awarded.
Timeline
Governance, Risk & Compliance Lead
RCL Services Pte Limited
01.2022 - Current
Governance, Risk & Compliance Officer
RCL Services Pte Limited
02.2019 - Current
Facilities and Administration Officer
RCL Services Pte Limited
11.2016 - 02.2019
Contact Centre Agent
RCL Services Pte Limited
09.2016 - 11.2016
Customer Service & Sales Representative
Mindpearl Limited
11.2014 - 09.2016
No Degree - Law & Arts
The University of The South Pacific
High School Diploma -
Saint Joseph's Secondary School
No Degree -
Saint Joseph's Secondary School
No Degree -
Saint Joseph's Secondary School
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