• Effectively communicate with customers to provide assistance on payment issues, billing discrepancies, and payment plan options, focusing on customer experience and retention.• Maintain accurate records of all interactions and transactions within Aeropay’s payment tracking system, ensuring compliance with company policies and industry regulations.• Utilize data insights to identify patterns in payment delays and develop proactive strategies to mitigate future delinquencies• Work along with Compliance and Customer Care to deliver the best possible payments experience for merchants and users.• Collaborate with other departments in brainstorming new methods to maximize collections efforts.

• Applied fraud detection techniques such as: Pattern Recognition, Geospatial Analysis, Velocity Checks, Social Network• Developed comprehensive knowledge of dispute types and timelines to provide a better customer experience.• Worked efficiently to process and resolve claims within established timeframes exceeding performance metrics with a success rate of 95%.• Resolved escalated issues by delivering actionable solutions, successfully restoring accounts to a current status.• Maintained a 90% average quality assurance score through customer surveys, consistently receiving ratings of 8+ out of 10.

• Demonstrated strong communication skills in escalated situations, providing clear and concise information to customers.• Implemented strategies to retain customers by addressing their concerns and fostering relationships after escalations.• Provided guidance and support to team members, sharing insights and best practices for handling escalations effectively.• Collaborated with cross-functional teams, including management to address escalated matters and implement solutions.• Maintained customer satisfaction rating of 4.7/5 through swift resolution of any issues, contributing to a 20% increase in repeat business.• Monitored and reported on key performance indicators (KPIs) related to customer satisfaction and issue resolution such as: first-contact resolution, CSAT scores, average handle time reports.

• Researched client accounts to identify patterns and enhance fraud detection software such as: anti-phishing, mobile fraud, chargeback prevention, identity verification.• Analyzed possible solutions using experience, judgment and story-based analysis.• Identified and investigated an average of 20 potential fraudulent activities per week, resulting in a 15% reduction in financial losses for the company over a six-month period.