daniel guevara

Guided clients through enrollment in debt relief programs, specializing in high-interest credit card debt, personal loans, and unsecured debt. Conducted detailed financial consultations to assess eligibility and recommend tailored solutions.

Researched and resolved dispute claims, progressively managing complex cases with a focus on fraud prevention. Processed prepaid, debit, and regional account disputes, ensuring compliance with company policies.

Managed incoming issuer emails from financial institutions, addressing client inquiries and resolving issues effectively. Deployed real-time decisioning to reduce client fraud losses by declining high-risk transactions using a dual score methodology.

Handled incoming calls, emails, and other correspondence from clients regarding their accounts, providing timely and accurate responses to inquiries, escalations, fraud cases, and disputes. Reviewed and analyzed complex cases, working with cross-functional teams to ensure timely and accurate resolution.

Called hot leads aiming to first call close and cold called potential clients to provide services. Followed up on clients that requested a call back at certain time/date and worked under high pressure environment with daily/weekly/monthly sales goals.

Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings. Managed 22 employees, including scheduling for frontline, tier I and tier II agents and product specialists to ensure optimal productivity.

Managed customer expectations by clarifying needs, identifying options, and recommending products and services. Documented conversations with customers to track requests, problems, and solutions.

Opened new accounts and served existing customers based on individual financial needs. Maintained filing systems and other daily administrative and clerical support tasks to facilitate loans, deposits, and account services.

Pursued a degree in Public Accountant from 2014 to 2019.