Terry K. Email & Phone Number

Berlin/Bremen

Vienna, Austria

Vienna, Austria

• Led a team to create a set of tools, policies and KPIs for new cards and chargeback domain in the Operations department
• Identified an incident costing the company approx. 200k EUR/mo, worked with Product Management and Engineering on the fixes
• Advised Legal team on technical and operational aspects of changes to Terms and Conditions
• Provided advice to Risk Ops and Compliance teams on fraud trends and scenarios identified through the analysis of the dispute scenarios
• Performed risk assessments for the processes in cards and chargebacks domain
• Built and served as a line manager to a team of 3 highly trained cards and dispute specialists, handling all the customer cases and projects involving card payments and payment disputes

Vienna, Austria

• Resolved several pain points in operational processes in banking operations improving the efficiency of ticket handling by approx. 70%
• Managed a direct debit processing issue response affecting around 20% of the customer base, bringing together internal and external stakeholders - from the discovery, through the root cause analysis, to the.
• Acted as a point of contact for the engineering team in introducing new integrations (for example transformation of customer deposit process, reducing the workload on the process by 90%)
• Collaborated with Legal team and third parties to reduce rejection rates for deposits
• Created new process and tools for bank recalls handling, laying groundwork for future partial automation of the proces
• Handled tickets related to payment processing issues

• Reviewing quality of processed chargeback cases based on randomly generated sample; providing individual feedback to the analysts
• Designing and updating quality markers for chargeback process and basic review checklist
• Cooperating with Chargeback Team Leaders and Product team on improving chargeback tools and processes
• Diagnosing and reporting weaknesses of current chargeback process and chargeback analysts
• Remedying knowledge gaps diagnosed

• Reviewing and processing incoming chargeback and fraud cases (issuing and acquiring side)
• Responding to the incoming chargeback cases
• Reviewing and verifying fraud reports submitted by external sources
• Providing feedback on chat on the chargeback process to the users
• Providing feedback to Support Agents
• Training of new Chargeback Analysts

• Reviewing and grading the chats of assigned agents for quality of service
• Improving and updating the guidelines for proper handling the support chats
• Providing individual one-on-one sessions for all assigned agents to ensure their skill improvement

• Responding to the queries of the users on chat
• Solving issues reported by the users
• Assisting the younger agents with solving the issues arising
• Operating the external tools necessary to solve the issues reported (GPS, Postman, external partners systems, etc.)

• Responding to the queries of the users on chat
• Solving issues reported by the users or escalating them to relevant teams