Alex Fant Chong Kuo

Fraud Investigation:

• Investigate suspected credit card fraud cases by analyzing transaction patterns, account activity, and customer reports.
• Utilize fraud detection tools and software to identify and assess fraudulent transactions.
• Conduct detailed research and gather evidence to substantiate fraud claims.

Case Management:

• Manage and prioritize a portfolio of fraud cases to ensure timely resolution.
• Document all investigative actions and findings in case management systems.
• Prepare and submit detailed reports on fraud cases to relevant authorities and stakeholders

Recovery Efforts:

• Initiate and coordinate the recovery of funds from fraudulent transactions.
• Work closely with internal teams such as customer service, legal, and compliance to facilitate the recovery process.
• Collaborate with external partners including banks, merchants, and law enforcement agencies.

Customer Interaction:

• Communicate with affected customers to gather additional information and provide updates on the status of their fraud claims.
• Ensure a high level of customer service and support throughout the investigation and recovery process.

Data Analysis and Reporting:

• Analyze fraud trends and patterns to identify potential vulnerabilities and recommend improvements to fraud prevention strategies.
• Generate regular reports on fraud activity, recovery efforts, and case resolutions for management review.

• First Point of Contact for Fraud victims and Bankers: Offer counsel and assess loss
• Filing claims/ Disputes for Chase debit cards/checks/online (REG E)
• Analyzing the claims and assisting in claim approval and denial
• Reporting potential fraud customers to Chase
• Reporting and resolving ATM deposit or withdrawal issues
• Prevention of losses to the bank as well as protection of customer's account
• Digital account opening – ID theft and account takeover along with new account screening (Personal and Business)
• In-clearing checks that are written out from chase accounts
• Validate, manage and action at-risk electronic account transactions such as Wires, ACH, Zelle and External Transfers
• Monitor and action fraud alerts generated by the Electronic Money Movement Module in real time
• Verify customer / contact risk on the LexisNexis Tool
• Gather, review and securely retain evidence relating to an investigation on Enterprise Image Viewer
• Manage customer's online account on Administration Module
• Validate beneficiary, approve Wire under $100K, if over $100K, escalate to controls

Got promoted as SME since November - 2022

Roles and Responsibilities :

• Train the new joiners with process, Call structure and Call etiquette
• Manage queries in a timely manner and approve exception for all the validations
• Being a Floor support throughout their DC period (Development center) and Path period
• Monitor calls for all the new Joiners and give regular feedback to improve their process knowledge, Customer satisfaction, to be more customer obsessed
• Maintain reports for all the new joiners for daily review, Weekly and monthly reviews
• Handle all escalations and complex situations for the team and provide end results
• Provided regular refresher on a new process updates / communications

• Answered inbound calls PAN India in support of customer needs
• Supported in product education, order related details
• Corresponded with internal delivery departments through phone and email to verify on order related details
• Answered an average of 70 customer calls in a day through the call center queue
• Adhered to company quality regulations for service level
• Improved customer service ratings through surveys

• Supporting team with queries on process and quality
• Responsible for all new teams in production for Progress and Performance
• Constantly looking for ways to improve processes and train others
• Monitoring the performance of team assigned
• Implementing new initiatives and making sure all staff understand them
• Managing and monitoring team attendance
• Giving feedback and training to individual staff member on performance
• Handling customer complaints by taking over calls

• Ability to communicate on all levels via various media, phone, fax, direct, email
• Was a Tier 2 (Supervisor)
• Answered customer questions about travel Products
• Worked on Saber and Amadeus
• Serviced Flights, Hotels, Cars and Packages
• Helped drive service goals and achieve monthly quotas and meet KPI at all times
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
• Asked open-ended questions to better ascertain client needs and determine thebest travel offerings
• Improved customer service ratings through surveys