◦ Communicates externally with partners to troubleshoot connectivity issues and check status.◦ Reads and analyzes reconciliation data◦ Contacts customers to collect partner-specific compliance requirements.◦ Provides assistance on customers' complaints about funds not received.◦ Works with our partners to find effective and swift solutions to painful customer problems. ◦ Advocates for customers and customer service associates in providing feedback and surfaces proposed improvements to tools and processes to product / program teams.◦ Dives deep into our technical source-of-truth (partner logs) to understand the reason of transaction delays.

◦ Reviewed transactions and all available information to understand our customers while respecting all identities.◦ Observed customer transactions to identify fraudulent activities such as account take over, friendly fraud, theft and other similar risks.◦ Exhibited bias for action on observed patterns and trends, provided timely and accurate resolution based on customer and market needs.◦ Identifed suspicious activities and unusual patterns that could result in fraud including but not limited to AML issues and activities reported by other staff members.◦ Made customer-centric decisions and took the path of least friction to protect our customers.◦ Contacted customers and banking institutions to verify legitimate transactions and payment information.◦ Took inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behavior.◦ Proactively moved to tasks from time to time based on real-time business needs.

◦ Handled customer service-related concerns that involve general service inquiries, billing and disputes, credit, fraud and rewards.◦ Relieved customer confusion on how double debit and interest charges work.◦ Worked with customer account information and account changes.◦ Ensured customer inbound and outbound call inquiries are answered in an efficient and timely manner, maintaining compliance with departmental standards.

◦ Identified, investigated, and resolved users problems with self-service option (online banking).◦ Applied knowledge of basic computer and phone software, hardware, and procedures to solve problems.◦ Patiently guided users through basic troubleshooting processes, which includes following verbal instructions.◦ Effectively managed high-volume of inbound calls with professionalism.

◦ Investigated accounts to mitigate risks of stolen info, account take-over, and other financial crimes then cancel them from further processing.◦ Resolved queued transactions within the service level agreements to reduce potential revenue losses.◦ Interacted with banks and customers to validate the information and to confirm or cancel authorizations.

◦ Filed credit card disputes to recover funds from merchants using proprietary tools.◦ Validated appropriate data from internal and third party systems and ensure appropriate course of action is being pursued.◦ Analyzed dispute cases, drew conclusions based on findings, and clearly summarized complex results using templates and internal tools◦ Responded to and managed dispute escalations, issues, and complaints with the highest degree of professionalism. ◦ Ensured accurate and appropriate responses to disputes.