jhoanna Velasco

products and services such as deposits, checking, savings, credit card, personal lines and loans, student loan, auto loan, and debit cards. 16 complaints should be completed everyday , plus answering the calls transferred from other department and directly from the customers. 4.51 percent cases closed monthly is required to pass the metric.
2. Conduct investigative steps to identify issues and pro

● taking inbound escalation calls all across the U.S.
● Handling credit card accounts for U.S clients, using Credit Browser, OOW to verify the
customer’s identity.
● making a three way call with another bank for payment verification , this is a process
whenever payment is returned due to insufficient funds or possible fraud payments.
● Updates Fraud reports, explaining rebill cases, chargeback tra

● Resolving complaints by filing a chargeback, and pre arbitration for dispute reasons such canceled service, merchandise not received, services not as described, paid by other means. Processing 300 cases per month thru webforms plus the incoming calls from other departments, and directly from the customers.
● Processing reasonable investigation by checking the merchant’s terms and condition to su