Darius R. Email and Phone Number

Supporting the Assistant Manager in overseeing daily operations, coordinating a small team and contributing to various managerial tasks. This role involves cross-functional team leadership, ensuring collaboration between different departments to achieve organizational goals and enhance operational efficiency.Investigating suspected Fraud on accounts in a high-volume environment while adhering to PSD2 regulations.Facilitating hands-on training for new team members and creating training materials to streamline day-to-day processes, offering simplified explanations for efficient call handing and process progression.Conducting details reviews of fraud cases, particularly those involving elevated access granted by clients to third parties typically due to phishing, identifying breach points and potential loss exposure through recent account activity analysis.Auditing daily review reports to ensure all transactions are appropriately addressed, verifying if merchants have directly refunded customers' before considering chargebacks, and confirming receipt of necessary supporting documentation from clients.Analysing data to identify emerging fraud trends and sharing insights with Risk Specialists to proactively reduce losses for both clients and the bank, utilizing data such as MCC’s and Merchant Data for informed decision-making.

Conducted thorough reviews of potential stolen KYC documents like driver’s licenses and passports. Employed PRADO and internal databases to cross-verify document authenticity. Implemented specific checks to identify valid USA and South America passports by reviewing the MRZ code on the document.Analysed user transactions and behaviour, particularly when initiating fund transfers, deposits, or withdrawals on the platform. Noted the time of connection between a new instrument and the account, aiding in the detection of potential stolen instruments.Conducted detailed profiling of user accounts, meticulously reviewing each user’s information, validating documentation, and cross-checking biometric data to identify matches with facial features and align with their KYC documentation.Actively contributed to organizing and enhancing events and presentation to promote a more engaging team building experience. Developed innovative methods to increase interactivity and engagement during presentations for fellow team members.

Assisting customers within a high-volume call centre as a first response agent to understand and identify issues or answer queries they may have, including those that relate to smishing attempts and previous correspondence sent from the Bank. Training newer colleagues and ensuring they developed an in-depth understanding of an array of systems and protocols, to fulfil tasks successfully and as efficiently as possible. Consulting with the third parties and submitting reports regarding smishing attempts made towards the bank’s clients and escalating to senior management to ensure an accurate up to date database of the attempts made is kept. Accessing and providing personal information to clients while also adhering to GDPR and Data Protection legislation.