• Develop and implement initiatives to improve customer services• Analyze and summarize customer issues in order to prepare appropriate solutions/clarifications to respond to customers• Evaluate and prioritize customer inquiries to better serve the customers• Deliver prompt and professional solutions for customer inquiries via phone, email, online chat etc.• Maintain history records and related problem documentations for future reference• Maintain relationships with other internal departments as well as client base to improve business performance• Conduct training to customers and internal staffs on company products and services• Respond to customer inquiries by directing them to websites, FAQs, appropriate personnel, etcetera when needed• Take ownership of customer issues in order to follow-up on outstanding requests and escalate issues when necessary• Maintain the internal and external customer databases• Maintain up-to-date knowledge on customer business areas

• Ensured that all contracts and necessary paperwork are signed as well as maintained accurate records of client payments• Kept track of customer accounts and prepared invoices and submitted them to clients• Collaborated internally with multiple departments including account management and marketing• Created and distributed bills and invoices and records all transactions relating to client purchases

• Analyzed and investigated credit/debit card alerts to prevent financial loss to the bank• Analyzed and investigated alerts generated by various fraud detection tools and assessed the probability of fraud • Identified and escalated new fraud patterns to team members and management • Contacted customers as required to verify and validate transactions• Provided customer service by answering inbound calls from cardholders reporting fraudulent activity• Helped customers manage their accounts and products as well as assisted clients with account related issues• Verified customers, onboarded new customers and ensured client profiles were up to date• Greeted customers in a friendly and professional manner as well as connected clients to the right team members• Answered questions about the bank’s products and services and recommended bank products that met our customer’s needs• Assisted customers who were victims of fraud, theft or identity theft

•