Saga Mohamed Amer Email & Phone Number

Associate, Consumer Risk

Egypt

I started to work in the integrity pay team where we focus mainly on reducing any financial loss related to all PAY services, enhancing the refund process, and minimizing chargebacks. and my duties are:extracting data from SQL queries for daily manual checks and efficiently documenting all tasks and the taken actions.Handling any cases related to credit cards/pay fraud and potential stolen credit card cases or escalation across channels and teams.Implementing a refund process for stolen CC and the eligibility for refunds to minimize financial loss along with minimizing the rate of chargebacks. ensuring a quicker and more streamlined refund process with the finance team.Regularly presenting numerical insights to the Integrity Core team, promptly flagging and reporting any anomalies or spikes in financial transactions.Handling any pay-related legal cases by providing necessary legal information, taking action on accounts, withholding funds as needed, and initiating refunds. Handling escalations from banks concerning reported stolen CC cases, tracking transactions, and associated users, taking immediate actions, recovering amounts, and checking the refund possibility with the finance team to victim users.

Egypt

monitoring entities in customers/captains and pay services in real-time to spot and address any suspicious activity.Developing SQL queries to identify evolving fraud patterns, enabling timely intervention.Effectively handling and distributing daily tasks between different queues to maintain efficiency and prevent backlogs.collaborating with various teams across departments proactively to address requests, resolve cases, and ensure seamless communication.Preparing meeting materials by creating and presenting reports about weekly/monthly queues productivity and status reports to ensure that everyone is aware of the current fraud patterns and cases and to guide decision-making.effectively handing over duties and open tasks, ensuring a smooth transition, continuity, and efficiency.

Egypt

Supporting customers by addressing inquiries, resolving problems, and delivering exceptional service.Managing and successfully resolving intricate customer issues or escalations to ensure customer satisfaction and loyalty.Effectively managing multiple customer interactions simultaneously while maintaining a high level of service quality.Contributing to team training efforts by offering guidance and support to junior customer service representatives.Cooperating with various departments to ensure the efficient resolution of issues within given SLAs.Efficiently managing time to handle a high volume of customer inquiries and provide timely responses.