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Customer Support Specialist with 5+ years in Financial Services & Payments
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Competencies
Maintained accurate records in Salesforce, Azure, and other CRM systems while managing customer inquiries and support tickets.
Analyzed fraud claims, verified identification documents, and collaborated with financial institutions and law enforcement to resolve disputes.
Provided support via email, chat, and phone, explaining products, handling complaints, and coordinating with internal teams for issue resolution.
Evaluated credit profiles, processed payment requests, and managed card services, ensuring compliance and accuracy.
Proficient in Excel and Word; utilized technical skills to enhance fraud detection, compliance, and customer interactions.
Education
Languages
Summary
Experienced in handling customer inquiries, fraud analysis, dispute resolution, and credit card support within the financial and payment sectors. Skilled in CRM tools, compliance, and communication, ensuring seamless service delivery and risk mitigation.
Key Achievements
- Provided comprehensive customer assistance via multiple channels, managing inquiries, complaints, and escalations at Convera.
- Processed and verified consumer documents, analyzed fraud claims, and ensured compliance in Experian's fraud and disputes department.
- Handled credit card requests, evaluated credit profiles, and offered tailored financial products at Sykes, supporting dispute resolution and fraud prevention.
Experience
Customer Care and Dealer Support
Provide full assistance in responding to customer inquiries via email, chat, or phone., Manage any request about payment queries, complaints, and escalations., Create and Manage support tickets., Coordinate calls or meetings with customers, Operations, and Compliance teams to resolve issues and...
MCE (fraud and disputes department)
Back-office representative for fraud and disputes., Process consumer requests submitted via website and mail., Liaised with institutional partners and financial institutions to verify information., Analyze fraud claims by auditing transaction infrastructure/patterns, reports, and system alerts.,...