Grace D. Email & Phone Number

California, United States

• Performing risk assessments on applications for a fuel credit, based on thorough financial analysis, credit rating, borrowing history, and other specific risks factors.
• Conducting customer due diligence, preparing KYC/AML documentation
• Identifying fraudulent activity such as account take over, friendly fraud, theft and similar other risks
• Helping facilitate learning, communication, and understanding with other employees in order to ensure policies and guidelines are being met

Remote

• Validating account information of Upwork's freelancers with a goal of making sure Upwork is recommending reliable freelancers. Verification entails:
• Video chatting with users to validate identity in real time
• Reviewing accounts, looking for potential red flags
• Cross checking identification documents, looking for possible falsification
• Taking proper actions on customer accounts (resuming, suspending, escalating)
• Doing correspondence with users via chat and email

Remote

• Documentation review
• Review transactions, identify fraud / scam patterns
• Review information requests from regulators, collect responsive information and documentation and prepare applicable responses
• Prepare documentation on risk & fraud problems or requirements
• Proactively identify trends in recurring risk or fraud violations and inquiries and collaborate with other team members to improve procedures and processes, education materials and forms
• Ensure appropriate reports are provided to the head of Risk & Fraud

Ecotower Building, 32nd St Corner 9th Avenue, BGC Taguig, Philippines

• The company, Freelancer.com, is an Eight-time Webby awardee and is the world's largest freelancing and crowdsourcing marketplace by total number of users and projects posted. Over 18 million registered users have.
• Manages workforce productivity of Freelancer.com's Chat Support through regular monitoring of queue
• Responsible for day to day performance including attendance monitoring and work assignment of each agent
• Audits random chats / emails on a weekly basis and conduct weekly coaching
• Handles escalated tickets or chats
• Responsible for growth of chat agents in line with the promotional path and be the advocate of their success

BGC Taguig Philippines

• Responsible for day-to-day functional supervision of shift mates including work assignments and attendance tracking
• Identifies fraud trends, collaborates with other team members, and makes sure everyone is updated with new fraud patterns and how to handle them
• Assists teammates in handling unusual or complicated cases, weighing the pros/cons of the situation while considering the interest of the company and the users
• Provides coachings and suggestions for performance improvement
• Incorporates changes in work practices in response to changes requested by management
• Performs daily tasks of a Fraud Analyst (see below)

BGC Taguig, Philippines

• Concludes verification of Freelancer.com users' withdrawal transactions and scrutinizes work cases for possible fraudulent scenarios; determines which sources are safe for withdrawal and which needs further verification
• Reviews alerts or filtered accounts with suspicious account activities, and assesses risks by analyzing behavioral patterns, history of payments, incoming and outgoing transactions
• Takes appropriate sanctions / limitations on accounts that needs verification; administer further questioning if needed
• Catch fraud gangs and prepare a detailed analysis which includes observations, their modus, actions made, recommendations, and possible process improvement to prevent similar cases from happening
• Reviews KYC documentation and cross check the details to users' profiles
• Understands chargeback cases and identifies indicators to prevent them

BGC Taguig, Philippines

• Answers live chat or email concern from Freelancer.com's users providing 'first call resolution' whenever possible
• Handles and investigates customer complaints and recommends solutions
• Promotes the features and benefits of the site

• Proposes and pitches topics for the daily segment, Makata's Adventures of TV5's Good Morning Club, which features different places, events and personas
• Coordinates VTRs or live shoots including finding a location, arranging schedules and permits and arranging other needed resources, interviewees, materials and props.

• Proposes, coordinates for TV Patrol's one year celebration of its 25th anniversary.
• Finds resources and gathers materials including hauling raw videos, Taped-on-Air copies, documentaries, photos, from archives for promotion.
• Admin of the TV Patrol's social networking accounts like on Facebook and Twitter.

• Provides assessment and evaluation for Korean students' speaking responses based on evaluation criteria and rubrics developed for the Chungdahm Critical Speaking Learning Program.