Joanna Morales Gálvez Email and Phone Number

• solving merchants issues via phone, e-mail, chat and social media channels;• handling escalations, difficult customers and technical queries;• part of internal translations task force;• second line agent regarding security, AML and remote payments queries;• part of quality assurance (QA) team

• evaluating borrower credit worthiness;• making final recommendations for loan applicants in accordance with company's credit scoring, risk policies and agreed SLA;• reviewing credit reports, bank and financial statements, cash flows;• providing support in creating, reviewing and updating policies;• bank account administration

• risk evaluations of onboarding e-commerce merchants: Know Your Customer (KYC) and AntiMoney Laundering (AML) verification;• merchant's setup and integration with PayU platforms;• monitoring of already existing merchants;• fraud investigations;• chargebacks;• reporting

• managing a debt portfolio of 500+ SME and corporate clients;• representing bank in contacts with law enforcement authorities;• overseeing court proceedings;• managing tenders and auctions;• close cooperation with external debt collection companies and auction houses;• providing high quality restructuring and debt collection services

• contacting debtors up to 60 dpd;• negotiating and creating repayment plans;• providing a general support service for customers and bank's branches