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Customer Protection Specialist with 5+ years in FinTech and Customer Service
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Competencies
Applied fraud detection tools and AML regulations to monitor transactions and verify customer legitimacy.
Provided technical and transactional support for MoneyGram's online platform and front-line customer inquiries.
Supervised call quality, analyzed KPIs, and conducted coaching sessions to improve team performance.
Utilized CRM tools like Salesforce to ensure data accuracy and analyze operational metrics.
Utilized interpersonal skills for professional communication, conflict resolution, and building customer trust.
Education
Languages
Summary
Experienced in transaction monitoring, fraud prevention, customer service, and team supervision within FinTech and Money Transfer sectors. Skilled in compliance, data analysis, and quality assurance.
Key Achievements
- Monitored real-time transactions at Remitly, detecting suspicious activity and contributing to fraud strategy.
- Supervised and evaluated team performance at MoneyGram, using metrics like AHT and CSAT to drive coaching efforts.
- Performed compliance interviews and verified high-risk transactions, ensuring AML adherence and documentation accuracy.
Experience
Customer Protection Associate
Specialized in fraud prevention and customer protection by analyzing transaction patterns and behavioral anomalies to detect suspicious activity., Used internal fraud detection tools to monitor real-time transactions and escalated high-risk cases to compliance teams, ensuring adherence to global...
Supervisor
Responsible for monitoring associate performance through live and recorded calls, focusing on quality assurance, compliance, and KPI alignment., Analyzed metrics like AHT (Average Handle Time), CSAT (Customer Satisfaction), and QA scores to identify coaching needs., Conducted one-on-one feedback...
Transaction Due Diligence Analyst
Conducted compliance interviews with high-risk customers to verify the legitimacy of transactions and ensure alignment with AML (Anti-Money Laundering) regulations., Documented findings in detail and escalated red flags to compliance officers for further review.
MoneyGram Online Representative
Assisted customers using MoneyGram's online platform by resolving technical and transactional issues., Troubleshot login problems, payment errors, and delays by analyzing customer data and system logs.
Customer Service Representative
Provided frontline support to customers with inquiries about money transfers, fees, and transaction statuses., Managed a high volume of calls while maintaining quality and meeting performance targets.