Senior Fraud Investigator ll
- Followed transaction monitoring and account verification models to support data security and reduce vulnerabilities.
- Followed up with customers to collect specific financial information and verify details for preparation of case closure..
- Managed high volume of inbound calls, ensuring swift response times.
- Enhanced customer satisfaction by promptly addressing and resolving complaints.
- Documented all phone interactions for record keeping and quality control purposes.
- Maintained professional demeanour during challenging customer interactions, maintaining calm under pressure.
- Managed and escalated complaints effectively, resulting in positive customer outcomes.
- Answered 80+ customer queries daily via inbound calls, emails and live chats.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Assisted customers in making informed decisions by providing detailed product information.
- Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.
