Santos - Customer Service and Risk Management Specialist with 5+ years of experience

Provided support via calls and emails, resolving issues and offering product information.

Conducted transaction reviews, identification of suspicious activities, and ensured regulatory compliance.

Utilized Salesforce and Mainframe for documenting interactions, tracking cases, and supporting investigations.

Demonstrated strong verbal and written communication in customer interactions and team collaboration.

Managed inbound and outbound calls, ensuring customer queries and concerns were resolved promptly and effectively. Take inbound and outbound calls to request additional documents for KYC, Compliance and/or mitigate risk behaviors., Identify suspicious activities and unusual patterns that could result in fraud including but not limited to AML issues and activities reported by other staff members., Utilized CRM software to document and track customer interactions. Properly document all interactions and findings via the organization ́s tools and platforms., Review transactions and all available information to understand our customer. Observe their transactions to identify fraudulent activities such as account take over, friendly fraud, theft and other similar risks.

Provided support to customers by answering questions, resolving issues, and offering product information., Managed inbound, outbound calls and emails, to conduct due diligence in order to assess any potential risk., Contact partners to verify legitimate transactions and payment information., Discard potential matches against government sanctions list to ensure regulatory compliance., Collaborated with team members to streamline processes and enhance service delivery., Assisted in developing training materials for new hires, contributing to a smoother onboarding process.

Take customer emails and provide accurate, satisfactory answers to their queries and concerns., Guide callers through troubleshooting, navigating the company site or using the products or services., Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.