John Daniel Soriano

Leads fraud prevention and compliance reviews within financial crime operations, including handling complex fraud/compliance escalations and account appeals. Coaches team leaders and analysts, and manages KPIs, SLAs, productivity, quality, turnaround time, and CX metrics.

Manages financial crime dispute operations involving fraud, chargebacks, and compliance reviews. Monitors performance and quality via metrics, identifies operational trends, implements process updates, and serves as a subject matter expert for complex escalations.

Supervises fraud analysts by allocating workloads and ensuring day-to-day service quality. Provides quality and productivity coaching and supports workforce planning and reporting.

Investigates fraud, international payment disputes, chargebacks, and suspicious activity. Handles the full dispute lifecycle (evidence collection, rebuttals, case resolution) and performs root-cause analysis to reduce financial loss.

Conducts CDD/EDD, sanctions screening, transaction monitoring, and AML investigations. Prepares Suspicious Activity Reports (SARs) and escalates high-risk cases per regulations.

Assists customers with checking accounts, debit cards, servicing, and transactions while ensuring adherence to banking regulations. Resolves customer concerns and meets contact center targets for quality and CSAT.

Supports travel, telecommunications, and financial services in a large BPO environment. Handles billing inquiries, account management, reservations, and technical troubleshooting.

Earned an Associate in Caregiving Management at West Visayas State University (Janiuay Campus).