Escalation Deputy Manager L1
Current• Finding resolution of escalated customer issues and complaints.• Conducting periodic reviews of existing customer files to ensure ongoing compliance with KYC regulations.• Conducting thorough investigations into suspected fraudulent activities, utilizing advanced tools and techniques to identify underlying causes and implement solutions to prevent recurrence.• Maintaining accurate records of escalated cases and ensure compliance with regulatory requirements.• Resolving… Show more • Finding resolution of escalated customer issues and complaints.• Conducting periodic reviews of existing customer files to ensure ongoing compliance with KYC regulations.• Conducting thorough investigations into suspected fraudulent activities, utilizing advanced tools and techniques to identify underlying causes and implement solutions to prevent recurrence.• Maintaining accurate records of escalated cases and ensure compliance with regulatory requirements.• Resolving escalated card disputes promptly and effectively to ensure customer satisfaction and mitigate financial losses.• Providing exceptional customer support by offering timely updates, clear communication, and empathetic assistance throughout the dispute resolution process.• Collaborated closely with internal teams to address customer concerns and mitigate potential risks.• Implementing quality assurance measures to minimize errors and improve data integrity within the KYC process.• Utilized analytical skills to analyze customer accounts and transaction histories, identifying patterns and trends to inform decision-making. Show less
