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
BengaluruSkills
Troubleshooting specialistProblem SolvingEye for detail and Decision makingAnalytical thinkingTeamworkEffective CommunicationCustomer ServiceOrganizing and Delegating taskTime managementDesign, Coach and Facilitate training sessions for new hire batch
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