Evgeny Lapin Email and Phone Number

-Gather client requirements for PSP integrations.-Develop business flow documentation.-Create and execute delivery plans.-Monitor integration progress and resolve issues.-Collaborate with product heads to deliver top-notch payment solutions.-

* Management and administration of the department* Creatand implementing a back-office strategy in accordance with the company’s global strategy* Analyzing on a constant basis the department activity, payment systems activity, suspicious activity, KYC, AML procedures etc.* Ensuring compliance with international L&C procedures* Management the procedure of customers verification, account establishment, maintenance and closures* Management the processing of all customer deposits and withdrawals in a timely manner* Investigating and resolving potential issues arising from customer deposits, withdrawals or client activity* Liaising with other departments to escalate and resolve all client issues in a timely manner* Management of searching and attraction of the best PSP (payment system providers)* Managing the implementation of PSP solutions in the Back Office* Monitoring the efficiency of cooperation with various PSP, risk assessment and management* Reviewing the automation of Back Office and replacing manual processes with automated systems where required* Preparation of back office procedures, policies, terms & conditions, contracts and relevant disclaimers* Controlling over the reconciliation of all financial assets of the company* Preparation of various internal and regulatory reports* Management the training of relevant staff to ensure continuing competence* Coaching and motivating teams to achieve productivity and engagement

Customer support & Compliance CRM Withdrawal departmentQC Support CRM ( 1 Level)PSP (payment system providers)

*Dispute handling for various types of financial transactions, which includes the following: T&E, web transactions, fraud alerts.*Monitoring the fulfillment of requirements for disputed cases of the company's clients at the following stages (Retrieval Requests, Chargebacks, Re-presentations, Pre-arb, Arb).*Investigation of claims received from other companies.*Process incoming requests from other companies (requests to cancel the authorization, to confirm the successful completion of the transaction, Good-Faith Letters).*Preparation of the necessary documentation for the contestation process.*Monitor compliance with IPS rules related to transactions and compliance with IPS technology requirements when applying for requests, transfers, resubmissions.*introduction of correspondence with service companies (PSP) on matters of concern.*Develop methodological documents.*Team motivation.

*Monitoring of customer satisfaction of the company*Development and launch of activities to increase the motivation of agents (together with business results).*Monitoring the quality of customer service and compliance with statistics standards by agents of the contact center and company stores.*Analysis of the productivity of the company's divisions.

*Control over the reading of statistics norms by agents of the center and the trading group.*Creation of a referral business process.**Analysis of the company's performance.Resolution of conflict situations with clients.Acting Head of Service Quality Control/Internal Auditor.

*Development and launch of activities to increase the motivation of agents (together with business results);*Monitoring the quality of customer service and compliance with statistics standards by agents of the contact center and company stores;* Creation of business processes and control of their observance; Development of front-offices of the company;*Management of service centers;* Control and resolution of complaints, lawsuits; * Analysis of the productivity of departments;* Processing of internal complaints (resolution of disputes and clarification of internal regulations);

* Monitoring the performance of a group of agents to achieve goals;* Handling complaints about the work of the contact center;* Control of customer satisfaction of the company;

Salse TL

* Identification of the needs of subscribers to contact the contact center;* Reception of incoming calls;* Consultation of subscribers;