Gustav Choy-Sing Email & Phone Number

• Served as a liaison between Metavante’s BankCard Services, Predictive Risk Management, Fair Isaac Services, Revenue & Recovery and Security regarding fraud related issues• Responded to inquires from the branches regarding client claims, ATM/debit card issues and transaction information/• Conducted research within regulation timeframes to determine the validity of a given claim, which included, questioning cardholder and communicating with law enforcement agencies, and merchants• Ensured all claims were completed to guarantee all regulations were met as defined by Regulation E and all regulatory compliances were followed and sent to clientele• Processed charge back of fraudulent/unauthorized transactions within MasterCard regulations and adhered to guidelines to prevent additional fees or fines to financial institution • Prepared and faxed notification to the NYCE network to report fraudulent PINNED transactions for MasterCard Safe Reporting• Processed applicable on-line dollar transactions to cardholder accounts for provisional/final credit with regulatory time frames• Influential liaison within third party and internal departments on potential fraud related issues• Assisted and implemented in the updating of internal and external policies and procedures• Implemented, named and streamlined new debit card dispute system bank wide which resulted in quicker response time to provisional credits to clientele accounts

• Functioned as a customer service representative in order to improve customer service standard wait times on the teller line• Responsible for the financial profitability of customers/ prospective customers to build strong banking relationships by looking at customer profiles, and ensuring customers were in products that fit their needs while processing their transactions• Served as ATM custodian, ensured that ATM transactions were properly conducted and credited to clienteles account, ensured machine properly functioned and disbursed cashed efficiently, and was also accountable for adding currency and audits on a weekly basis.• Participated in team sales efforts that helped to achieve quarterly and yearly goals, and exceeded BA Financial referrals that increase net income goals for the team.• Adhere to regulations, internal controls, as well as policy and procedures, that help to contribute to decrease in preventable losses for the branch• Passed mystery shops and received high scores on Gallup polls by providing excellent customer service while maintaining a high level of personal integrity through a friendly, enthusiastic, and professional demeanor

* Booked and confirmed reservations* Managed and processed cash, check and credit card sales at the end of each business day* Handled customers complaints* Scheduled employee work shifts

• Coordinated, booked and confirmed staffing schedule which resulted in the increase of office productivity• Major conduit for client communication to increase continued support for the needs of the facility• Streamlined and validated morning and evening shift reports for accuracy, to ensure that clients were satisfied and employees properly staffed

• Researched projects using System Admin, Carms, and Mastermind • Created and assigned work orders• Tended to customer inquiries• Input resale information utilizing Excel