Sergio - Customer Protection Specialist with 5+ years in FinTech and Customer Service

Rivas, Rivas Department, Nicaraguaen

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.

Published on CazVid

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

Performed compliance interviews and verified high-risk transactions, ensuring AML adherence and documentation accuracy.

Skills

Fraud Detection & ComplianceAdvanced

Applied fraud detection tools and AML regulations to monitor transactions and verify customer legitimacy.

Customer Service & SupportExpert

Provided technical and transactional support for MoneyGram's online platform and front-line customer inquiries.

Quality Assurance & Performance MonitoringAdvanced

Supervised call quality, analyzed KPIs, and conducted coaching sessions to improve team performance.

Data Analysis & CRM ManagementIntermediate

Utilized CRM tools like Salesforce to ensure data accuracy and analyze operational metrics.

Experience

Customer Protection Associate

Remitly

03/2024 - 11/2025

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

Foundever - MoneyGram

10/2022 - 12/2023

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

Foundever - MoneyGram

05/2020 - 10/2022

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.