Rafael Pascoa Email & Phone Number

Balzan, MT

Malta

- Monitor transaction queues and identify high‑risk transactions pattern.- Monitor flagged fraud transactions and disputes.- Handle and prepare chargeback documentation.- Identify fraudulent activity such as account takeover, AML, friendly fraud, etc.- Monitor the credit card success rate- Propose improvement ideas to the cashier provider for payment.

Malta

Develop, direct, and execute internal operational process, focusing on improvement to drive effective execution of growth and efficiency across business operations activities.Work with BU leaders in the development planning process and prioritize improvement opportunities based on strategy and tactical planning objectives.Provide guidance, expertise.

- Conduct monthly quality checks on service agents' client interactions and adherence to- Ensure agents are well informed of compliance & quality findings; briefings to line managers and provide materials / resources for service team.- Analysing root causes for common errors and providing suggestions on necessary improvements, training or development..

- Conducting early investigations of trade dispute, possible fraudulent documents/activities or hacked accounts as a part of Know Your Customer (KYC) requirements and fraud risk precautions.- Conducting on-the-job training and act as 'buddy' for new hires in the team.- Website testing to ensure that the features, trades, information or new release are.

Poole, Poole, United Kingdom

• Contacting customer answering inbound calls, doing outbound calls, email and chat.
• Logging all contacts on in-house software making sure it can be analysed in order to know major contact drivers.
• Assisting customers with their difficulties using their systems using troubleshooting steps provided by our in-house knowledge base.
• Assisting on the arrivals of new agents providing knowledge support ensuring the correct procedure is followed and knowledge is consolidated.
• Providing all channels coverage when requested due to short staff or overtime made when necessary.
• Making sure that emerging issues are early detected to ensure customer satisfaction and efficiency in our service.

São Paulo E Região, Brasil

- Development of the comercial/operational team and loan portfolio management- Customer Relationship Management - Support and manage testing efforts for multiple project as well software releases, including integration, regression, system, performance and user acceptance / systems testing- Document and evaluate test results as well defects, track/manage.

São Paulo E Região, Brasil

- Analysis of loan proposals for Light and Heavy vehicles- Analysis of documents, evaluation of companies, analysis of the calculation of indebtedness, disbursement and encumbrance.

São Paulo E Região, Brasil

- Analysis of customer records, internal and external bases for credit card concession.- Documentation analysis, customer registration, internal and external bases to increase credit card limits.- Analysis of collection processes regarding credit card in arrears, effecting activity such as renegotiation of debts.- Follow-up of legal actions brought against.

São Paulo E Região, Brasil

Analysis of cadastral documentation of customers for credit card concession to Itau-Unibanco

Marketing

Bachelor Of Business Administration - Bba, Banking And Financial Support Services