Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Angelina Rosario

Angelina Rosario

Summary

  • Conducted Process Training Programs for over a year for Representments.
  • Used Microsoft Excel to evaluate the employees after each training session
  • Monitor Employees attendance and performance during training programs
  • Arranged in-house training handouts and necessary equipment's
  • Developed a training plan and instructional material accordingly
  • Assisting the employees to discover and overcome their barriers and achieve set goals

Overview

10
10
years of professional experience

Work History

KYC Specialist (Level 5.2)

ANZ Banking Group
07.2023 - Current
  • Review documentation for new customer accounts.
  • Evaluate high-risk accounts.
  • Analyze new customer processed and policies

Representments Specialist ||

J P Morgan Chase
12.2019 - 12.2022
  • Tracking and monitoring illegal transactions on customers financial accounts as and when there are unauthorized actions reported.
  • Converse directly with customers to resolve issues and act as a liaison with merchant.
  • Reviewing the resubmitted evidence by the merchant to identify the reason for the fraud dispute through detailed investigation.
  • Watching the time limit window to respond on the work item.
  • Thrived in fast-paced environment with energy and enthusiasm.
  • Assembling evidence and documents provided at this stage and determine the dispute with the merchant or recover funds from the cardholder.
  • Examine the fraudulent activity on the cardholders account and determining the reason for dispute.
  • Actively listened to customers to fully understand requests and address concerns.
  • Demonstrated consistent hard work and dedication to achieve results and improve operations.
  • Resolved customer queries and problems using effective communication and providing step-by-step solutions.

Fraud Recovery Specialist

J P Morgan Chase
07.2017 - 11.2019
  • In depth review of Fraud claims for credit card customers.
  • Reporting any suspicious account movements and unusual transactions that may be risky for financial institution and the customer.
  • Identifying the root cause for the fraud occurred on the financial account.
  • Suspending the flagged account temporarily until the investigation is complete.
  • Verifying all transaction details and keep all the information confidential until further notice.
  • Review all fraud activity on the credit cards for any chargeback rights or possible recovery.
  • Perform reasonable investigation and obtain documents required and follow the recovery process.
  • Maximized customer engagement and satisfaction by delivering excellent customer service.
  • Measured and accurately processed materials to minimize losses.

Credit Control Agent

W.N.S
08.2015 - 06.2017
  • Managing the debts of creditors. Negotiating the payment plans in order to handle the risks.
  • Monitoring the due balances through Processing and tallying incoming funds.
  • Resolving complex month end accounts queries and managing debt recovery.
  • Reconciling accounts that has been escalated and maintaining month end targets.
  • Reporting the outstanding issues, whilst highlighting potential debtor problems.
  • Confirmed payment arrangements and finalized customer payment dates and contact information.
  • Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance.
  • Adhered to company data collection processes to verify data integrity and reduce risk of data loss.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Reduced total number of outstanding accounts by consistently pursuing debtors and reclaiming owed funds.
  • Reviewed accounts to determine payment plan compliance.
  • Took full ownership for assigned accounts, solving customer problems and providing excellent customer service.
  • Contacted customers and discussed unresolved issues and past-due payments to update customer accounts.
  • Investigated reports of late or uncovered payments to identify circumstances and determine appropriate collection actions.
  • Chased up overdue payments to offer assistance in difficult situations and set up payment plans.
  • Scheduled late payments based on debtors' financial situation and company policy.

Customer Service Representative

Altisource Business Solutions
09.2013 - 07.2015
  • Tracking Mortgage documents of the client using relevant tracking system.
  • Verifying and Updating the required documents in the DTE tool.
  • Internal Auditing of the documents processed.
  • Work allocation.
  • Addressed customer service enquiries quickly and accurately.
  • Addressed customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
  • Cross-trained and supported team of customer service representatives.
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.

Education

Bachelor Of Commerce - Accounting

St. Anne's Degree College
Bengaluru

Skills

Troubleshooting specialistundefined

Accomplishments

Process Improvement - Qualitics | April 2021 - February 2022

  • Performed routine quality inspection on the cases worked within the team
  • Conducted interactive Q & A sessions with unique case scenarios
  • Developed and maintained a deck for future references
  • Created a hand guide/ workflow for recurring nature of cases
  • Streamlined the process workflow

Timeline

KYC Specialist (Level 5.2)

ANZ Banking Group
07.2023 - Current

Representments Specialist ||

J P Morgan Chase
12.2019 - 12.2022

Fraud Recovery Specialist

J P Morgan Chase
07.2017 - 11.2019

Credit Control Agent

W.N.S
08.2015 - 06.2017

Customer Service Representative

Altisource Business Solutions
09.2013 - 07.2015

Bachelor Of Commerce - Accounting

St. Anne's Degree College

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Angelina Rosario