Customer Service (Onboarding Manager)

Responsibilities include:

• Processing new applications for business accounts.
• Requesting missing or additional information from customers to aid the review process of applications.
• Reviewing customers' information, business feasibility, and identity documents.
• Checking customers' information against information held on existing accounts as well as Companies House.
• Requesting and reviewing information for anti-money laundering purposes.
• Running adverse media checks on customers.
• Setting up internet banking for new business customers.

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Content Expert at New Membership

Responsibilities included:

• Processing new applications for international Euro, USD and GBP cards.
• Requesting missing or additional information from banks to aid the review of applications.
• Verifying the validity of identity documents and signatures of bank representatives.
• Fulfilling anti-money laundering checks on prospective clients.
• Embossing new credit cards.

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Account Protection Specialist

Responsibilities included:

• Making outbound calls to customers whose accounts were flagged with a fraud concern.
• Dealing with incoming calls from customers who reported a fraud concern or verified a purchase as genuine.
• When fraud was confirmed, investigating the fraud claim by researching spend patterns and internal data, such as IP address, email address, delivery address of purchased merchandise or flight paths on airplane tickets.
• Refunding customers who confirmed fraud and updating a general ledger.
• Re-issuing credit cards to customers who confirmed fraud, or renumbering their entire account for extra security.
• Checking for signs of intrusion into customers’ accounts and rerouting relevant cases to ID fraud if signs of account-takeover were evident.
• Handling requests for charge authorisations, reversals and address verifications from merchants and partner banks.
• Performing quick account reviews on customers who had exceeded their spend limit but needed emergency transactions approved.
• Handling the out-of-hours service for the Netherlands for lost and stolen credit cards.
• Handling an inbox for merchants that requested AMEX to verify the authenticity of purchases.
• Training new starters by following designated lesson plans as well as devising role-plays.
• Attending Process Excellence meetings as a representative of the Account Protection Team.

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Other experience includes almost 4 years of work experience as a Language Teacher