Renato Junior Email and Phone Number

Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2 complaints analysts responsible for production work - Expect to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team once needed.● Responsible for providing support for customers who submitted complaints through differentchannels by investigating, troubleshooting and responding to complaints if necessary.● Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.● Communicate with internal and external stakeholders in an effective, tactical, and empatheticmanner.● Set a high bar for support analysts within the organization by setting an example throughperformance and work ethic.● Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understandexisting workflows.● Identify gaps in processes and propose actionable improvements to enhance efficiency.● Proactively lead efforts to streamline operations and boost productivity.● Play a key role in shaping and optimizing internal processes for sustainable growth and success.● Represents the voice of our customers in proactively driving impactful changes across workflows,policies and tools by succinctly relaying customer feedback in escalations to internal support teamsand Complaints leadership.● Investigate and respond to regulatory complaints submitted by customers to regulators withadherence to specified SLAs and quality standards.

• Conducted detailed analyses and resolved over 120 payment discrepancies per cycle, leveraging advanced analytical tools and methodologies and applying meticulous data scrutiny to ensure integrity and compliance with company guidelines.• Developed and maintained comprehensive reports on payment trends, policy changes, and issue resolution metrics, enhancing decision-making processes and policy development. Utilised data visualisation tools to present complex data in an accessible format to stakeholders.• Engaged in process improvement initiatives. Utilised data-driven approaches to identify areas for enhancement and implemented solutions that streamlined payment processing workflows.• Implemented strategic solutions that significantly improved quality and efficiency, evidenced by enhanced performance metrics.• Facilitated the onboarding and training of new team members by creating and delivering training material focused on data management, reporting standards, and analytical best practices, ensuring high levels of data literacy across the team.• Participated in ongoing training programmes and workgroup discussions, demonstrating a commitment to personal and professional development. • Maintained a comprehensive understanding of and stayed updated with updates in policies and guidelines, showcasing an ability to quickly adapt to regulatory changes and integrate new knowledge into daily operations.

• Conducted stock verifications, utilising data analysis skills to ensure accuracy and optimise stock levels.• Provided customer service, leveraging strong communication skills to assist clients with enquiries, demonstrating an ability to translate customer needs into actionable insights.

• Processed orders across various departments, showcasing adeptness in managing and analysing data to improve order fulfilment efficiency.• Implemented correct labelling and stock rotation procedures, contributing to inventory management and reducing wastage through effective data tracking.• Ensured deliveries were checked in accordance with goods receipt protocols, maintaining high standards of accuracy and operational compliance.