Roy Dsouza

• The Goal: Educate, remind, and secure an immediate P2P (Promise to Pay) or an over-the-phone payment.
• The Tone: Polite, helpful, and collaborative. Avoid accusatory language. Treat the call as a "courtesy reminder" rather than a debt demand.
• Customer Persona: Mostly low-risk, reliable customers who are accidentally late. Presume it is an oversight rather than intentional non-payment.

Project: Citibank USA.

Job Profile: Fraud Application Analyst. Blend of back office and calls for USA customers.

· Investigating Citibank Credit Card applied by the genuine customer or a fraudster. Investigation process involves end-to-end services. Investigation starts by finding the source of credit card application. Following with on how the credit card bills were paid on the account.

· The investigation process involves going through all the documents on the file that we hold for the customer. From the application form till the last credit card bill was paid on the account.

· Also, we had to make outbound calls to customers for verifying documents.

· KPI's: Cases need to be closed within the SLA provided by the regulatory body. Number of cases worked. Pending and resolved cases. Attendance. Quality and complaints resolved.

Project: NEST: National Employment Savings Trust (UK).

Job Profile: Nest is an occupational pension scheme for workers in the UK.

· We offered services to employees and the employer in the entire UK.

· Services were offered through live chats, calls, emails and back office.

· I've worked for all the departments.

· We as agents were supposed to help the employees and employers explain how pension is calculated and then deducted from the salary.

· For employees, we need to explain what percentage is applied as per the government rules that will be deducted on each paycheck. Also, explain how it is calculated.

· For employers, we had to explain how deductions are to be made on each employee's salary using the percentage given by the pension's regulators.

· KPI's: AHT for calls. Number of emails worked. C-Sat for calls and chat. Daily Attendance. Quality and Complaints resolved.

Project: Citibank US Chargeback for MasterCard.

Job profile: Merchant Disputes Analyst. Blend of back office and calls for USA customers.

· Citibank MasterCard holders, would contact the bank to report charges applied on the Citi credit card bill, is either overcharged, duplicate charge, goods or services not provided for the charge, defective or a damaged product received by the customer.

· A dispute is between the customer and the merchant.

· We as a bank would represent the customer as we issue cards.

· As an agent, we'd need to provide end-to-end resolutions to customers following fair trade practices.

· All investigations had to be done under Regulation Z issued by U.S Federal Reserve.

· As an agent, we must analyse all the documents as evidence supplied by the merchant and customer. Following with evaluating the outcome for who will win the dispute.

· If the customer wins the dispute, a charge back is applied, and the merchant has to refund the amount disputed.

· If the merchant wins the dispute, the customer must pay the amount charged by the merchant on the credit card bill.

· As an agent, we would receive calls, make outbound calls, send emails to customers and merchants.

· KPI's: Stipulated SLA as per Regulation Z norms. Number of cases resolved. Quality. Attendance and complaints.

• Assisted US customers in resolving issues related to blocked American Express credit cards.
• Evaluated customer identity to distinguish between genuine users and potential fraudsters.
• Followed security protocols to determine if cards should be unblocked or remain blocked.
• Provided support for lost and stolen cards and fraudulent charges on accounts.
• Issued replacement cards to customers located abroad.
• Utilised LexisNexis for data validation on customer accounts.
• Monitored and maintained KPIs including call handling time, quality, attendance, customer satisfaction, and complaints.

• Assisted customers with issues related to blocked credit cards during transactions.
• Evaluated customer identity to confirm authenticity and prevent fraud.
• Adhered to security protocols to either unblock cards or maintain security measures.

• Assisted in preparing exercise card schedules for beginners and clients with special populations.
• Supported individual clients through personal training sessions to help them achieve personal fitness goals.
• Facilitated personal training for clients with specific needs, including those with diabetes or post-surgery rehabilitation requirements.

• Assisted customers in resolving issues with blocked credit cards during transactions.
• Evaluated cardholder authenticity to prevent fraudulent activity.
• Followed security protocols to determine card status and ensure customer safety.

• Assisted customers with internet connection issues via inbound calls.
• Provided support for problems such as slow speeds, disconnected modems, and Wi-Fi router malfunctions.
• Guided users through troubleshooting processes to resolve modem and computer compatibility issues.
• Helped set up wireless connections and rectify related problems.