Primary Functions: Files claims and disputes for customers’ bank accounts and investigates fraud.Primary Responsibilities:• Analyzes risk and opportunities for clients’ bank accounts• Scrutinizes clients’ disputes and transactions if they are fraud or valid• Develops opportunities in preventing losses in the company• Identifies if clients are the ones compromising their bank accounts which may lead to the company’s loss• Provides tremendous assistance with satisfaction to clients to their banking needs and inquiriesACHIEVEMENTS/ACCOMPLISHMENTS:• Awarded as one of the consistent top performers in our Line Of Business(Department)• Helped in developing and creating processes so as to mitigate losses, reduce costs and negate errors• Awarded consistently as Best in Attendance with no tardiness• Awarded as Best in Customer/Client Service• Received numerous commendations from callers/clients on remarkable and impressive services I have provided to them

Primary Functions: Perform the needed coaching to agents and keep track of agents’ performance and their impact on the team’s performance.Primary Responsibilities:• To observe TSR calls on a regular basis both side-by-side and remotely, assessing the quality of the interaction, the maximization of sales opportunities, customer service skills, product, process, and systems knowledge. This feedback is to be provided to the TSR. • To act as a coach to the team of TSR/s, both informally and through formal coaching sessions, assessing TSR skills and providing regular, consistent, and constructive feedback to improve sales performance and motivate individuals to achieve their targets • Provide sales/conversion, CSAT coaching to achieve targets • Translate center objectives for the team and use effective management skills/techniques to Set team-based goals • To implement performance agreements for all team members and conduct regular reviews • To conduct the regular performance management reviews using an appropriate application of the rating system across the spread of team members • To implement development plans for all team members as appropriate • To identify the training needs of team members and coordinate the efforts to deliver the necessary training • To actively address "below standard" performance with team members that do not meet agreed standards, with recorded performance improvement plans and discussions• To ensure that the team is compliant with legal, regulatory, policy, and business requirements when carrying out transactions and providing information • Work with other operational groups such as QA, ACE to ensure that feedback and immediate coaching plans have been delivered to address any opportunity gaps