Chris Nayve Email & Phone Number

Valenzuela, Ncr, Ph

Manila, National Capital Region, Philippines

Manages experience, onboarding and fraud Operations teams

Mandaluyong, National Capital Region, Philippines

Manila, National Capital Region, Philippines

❖ Provides coaching on both metrics and Service Promises, as well as the knowledge, skills and attitude related to these promises❖ Ensures that needed upskilling and knowledge updates are delivered to Associates❖ Works alongside Team Managers to provide Associates with a rich process and behavioral coaching that empowers them, and helps them succeed in your subject matter area❖ Keeps abreast of production work, but with specific and keen eye on process, product, workflow opportunities❖ Catches updates and changes from Program Managers and other stakeholder teams (e.g., Compliance, or Engineering, or Global Product), with a keen focus on details, business impact, and process changes❖ Maintains a regular cadence of meeting with Program Managers to be apprised on and coordinate all updates, feedback, process changes, product changes

Ncr - National Capital Region, Philippines

❖ Manages a team of Program Specialist, and leads them to be successful, build critical troubleshooting skills to best serve associates, and be a definitive source of knowledge, technique and support in all worktypes.❖ This team liaises with the appropriate stakeholders to loudly share the voice of our customers and associates. They provide their expertise and interpersonal skills to influence product and program decisions, and champion effective change management through coordinating and orchestrating multiple customer and associate impacting projects and initiatives.❖ Knows and understands individual team member strengths, personality and work tendencies, and builds a strong connection and trust within the team

Ncr - National Capital Region, Philippines

❖ Oversees the day-to-day activities of Fraud & Compliance Specialists and achievement of established metrics and tasks❖ Continuously reviews team performance, identifies and appropriately addresses opportunities for improvements❖ Liaises with Program Managers and Key Stakeholders to ensure alignment with the company’s key objectives❖ Manages all projects initiated by the team for improving performance, efficiency and suggestions for tools enhancement❖ Provides high-level reporting on the team’s key achievements and performance on a weekly basis

❖ Oversees the day-to-day activities of the Risk Team and achievement of established service level metrics❖ Continuously reviews team performance, identifies and appropriately addresses opportunities for improvements❖ Responsible for workflow management❖ Calibrates with the Quality and Training team to ensure alignment with the process❖ Participates and leads key initiatives for improving performance, efficiency and suggestions for tools enhancement

Ncr - National Capital Region, Philippines

❖ Audits accounts and transactions worked by Risk Investigators to ensure a high quality of service in mitigating risks and providing world class customer experience. ❖ Identifying pain points in the risk process and escalating to proper program owners.❖ Gathering data from audits to establish behavioral patterns, strengths and weaknesses of Risk Investigators to provide action plans for development and growth.

Ncr - National Capital Region, Philippines

❖ Reviews accounts and transactions with associated chargebacks and doing Root Cause Analysis to identify misses and opportunities with the process, service or the risk investigator.❖ Contacting customers to: gather information regarding the causes of disputes filed, claiming unpaid legitimate transactions and retrieving lost customers by settling disputes if possible.❖ Creating representment documents for legitimate transactions with chargebacks.

Ncr - National Capital Region, Philippines

❖ Reviews accounts and transactions to mitigate risks for fraud and make sure accounts and transactions are in compliance with the Company policies as well as the international banking laws. ❖ Be able to meet and provide good customer service experience by answering all queries raised by customers through email or through the Customer Service Representatives

Ncr - National Capital Region, Philippines

❖ Reviews all bank transactions initiated online to mitigate risks.❖ Makes sure accounts and transactions are compliant with the Company policies as well as the international banking laws. ❖ Identifying fraud trends, scams and organized crime through loss reviews and internal investigations

Ncr - National Capital Region, Philippines

❖ Provides excellent customer service to debit card holders over the phone. ❖ Conducts reasonable investigation to assist customers with their debit card disputes and claims. ❖ Contact merchants and customers to help provide resolution for dispute concerns.

Ncr - National Capital Region, Philippines

❖ Creates the initial draft of documents related to internal and external relations as well as the office’s recommendations❖ Creates promotional materials related to Defense affairs for state visits and diplomatic missions❖ Liaises with the different offices of the department ❖ Gathers credible information regarding international relations

Bachelor Of Arts - Ba, Consular Diplomatic Affairs

Bachelor Of Science - Bs, Electrical, Electronic And Communications Engineering Technology/Technician

High School Diploma