Yasmeen Khan

Assisted North American and Canadian customers in resolving various issues such as System Security Payments, Product Site Support, KYC/ KYB, Account Limitations related problems along with Disputes and Claims.

Payments Operations:

• Monitored and managed daily payment transactions to ensure smooth and accurate processing.
• Addressed and resolved payment-related issues, including failed transactions, processing errors, and delays.
• Implemented improvements to payment processes, reducing processing times and enhancing overall efficiency.

KYC/KYB:

• Conducted KYC/KYB verifications for new customers and businesses.
• Ensured compliance with regulatory requirements and identified potential risks.
• Communicated verification requirements and resolved customer inquiries.
• Used advanced tools like MRZ and Lexis Nexis to enhance verification accuracy and efficiency.
• Assessment of customer profiles and large amounts of data to ensure normal and expected activity, including monitoring of industry watch lists and Know Your Customer (KYC) and Know Your Business (KYB) efforts.

Account Limitations Management:

• Investigated and managed account limitations, ensuring compliance with PayPal’s policies and regulatory requirements.
• Communicated with account holders to explain limitation reasons, required documentation, and steps to resolve issues.
• Reviewed submitted documents and lifted limitations for compliant accounts, ensuring minimal disruption to customers.
• Review Unauthorized Transaction Dispute Cases and take a decision based on Risk Review

Dispute Resolution:

• Handled customer disputes, including unauthorized transactions, non-receipt claims, and significantly not-as-described (SNAD) cases.
• Conducted thorough investigations by gathering relevant evidence from both buyers and sellers to make informed decisions.
• Provided clear and concise communication to involved parties regarding dispute statuses and resolutions.

Chargeback Management:

• Managed chargeback cases, including retrieval and representment processes, to protect PayPal and its customers from fraudulent claims.
• Collaborated with credit card companies and banks via backend to address and resolve chargeback disputes effectively.
• Prepared and submitted compelling evidence to support representments, increasing the likelihood of favorable outcomes.
  

Customer Communication and Support:

• Provided exceptional customer service by addressing inquiries and concerns related to payments, account limitations, disputes, and chargebacks.
• Educated customers on best practices for secure transactions and fraud prevention, enhancing their overall PayPal experience.
• Maintained a high level of professionalism and empathy while handling sensitive and escalated cases.

Data Analysis and Reporting:

• Analyzed payment operations, dispute, and chargeback data to identify trends, patterns, and areas for improvement in processes and policies.
• Prepared detailed reports on transaction volumes, resolution times, and success rates, contributing to strategic decision-making.
• Collaborated with the analytics team to develop dashboards and metrics for monitoring performance and efficiency.
• Conducted thorough and timely analysis of suspicious financial activity in various jurisdictions
• Regularly exercise good judgment and in making decisions or recommendations in relation to case investigations.

Compliance and Risk Management:

• Ensured all actions taken were in compliance with PayPal’s policies, industry standards, and regulatory requirements.
• Worked closely with the risk management team to identify and mitigate potential fraud and security risks.
• Participated in regular training sessions to stay updated on the latest compliance guidelines and fraud prevention techniques.
• Identified and mitigated fraud risks in Argus by reviewing account activities, specifically focusing on logins originating from OFAC countries.
• Sending MOM for Team Refresher and EOD Reports on a daily basis.

Training and Knowledge Sharing:

• Trained and mentored new team members, sharing best practices and ensuring consistency in handling payments, limitations, disputes, and chargebacks.
• Created and updated training materials and knowledge base articles to support team development and continuous learning.
• Acted as a subject matter expert, providing guidance and support to colleagues on complex cases and issues.

• Worked in Domestic Voice Process (India) Credit Cards.
• Provided exceptional customer service by addressing inquiries and resolving issues related to credit card accounts, transactions, and benefits.
• Assisted clients in understanding credit card terms, rewards programs, and features, enhancing their overall banking experience.
• Managed escalations and complaints, ensuring swift and satisfactory resolutions to maintain customer satisfaction.
• Stayed updated on the latest credit card products, features, and regulatory changes to provide informed advice to customers and colleagues.

• Provided real-time assistance to customers through the chat support system, guiding them through the Domestic hotel and homestay booking process.
• Addressed customer inquiries about accommodation options, availability, pricing, and booking policies promptly and effectively.
• Coordinated with property owners and internal teams to address and resolve booking discrepancies and special requests.

• Worked in a Chat Process for Sears Part Direct Customer Support, guiding them through inquiries and orders for appliance and lawn parts.
• Addressed customer questions about water filter subscriptions, including subscription management, renewals, and cancellations.
• Assisted customers in navigating the Sears Parts Direct website, locating parts, and understanding product specifications.
• Placed orders on behalf of customers, ensuring accurate entry of product details, shipping information, and payment methods.
• Confirmed order details with customers via chat before finalizing transactions to prevent errors and ensure customer satisfaction.
• Received SPOT award for achieving the lowest AHT and Highest number of Sales Revenue.