Open to opportunities

Prince Marvin Luigi Cosido

@princemarvinluigicos

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Banking operations specialist skilled in KYC, fraud, and dispute resolution.

Philippines

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What I'm looking for

I seek a customer-focused operations role where I can apply KYC, fraud and dispute expertise, leverage AI productivity tools, mentor teams, and drive process improvements in a collaborative environment.

I am a banking operations specialist with over seven years' experience across customer operations, fraud investigation, credit card servicing, and dispute resolution at global financial service providers. I have led teams, mentored agents, and managed complex escalations while improving customer satisfaction and recovery outcomes.

I combine deep operational knowledge—KYC, identity verification, chargeback handling—with recent training in Chase UK credit card servicing and AI productivity tools like Microsoft Copilot and generative AI. I bring analytical thinking, creative problem-solving, and a customer-first mindset to steadily streamline processes and reduce risk.

Experience

Work history, roles, and key accomplishments

Current

Banking Operations Specialist

Current

Jp Morgan Chase & Co

Jan 2023 - Present (3 years 1 month)

Processed KYC name-change requests, handled account closures and negative-balance monitoring, and managed credit payment recovery disputes while improving customer satisfaction through investigation and resolution; trained in Chase UK credit card servicing (2025).

KYC Fraud Investigation Card Servicing Dispute Resolution Customer Support Microsoft Copilot Generative AI CRM Systems

Daily Banking Specialist

Jp Morgan Chase & Co

Jan 2022 - Jan 2023 (1 year)

Provided real-time customer support via chat and calls, assisted with app navigation and account access, created issue tickets and escalated fraud cases to reduce resolution time and improve user experience.

Customer Support Live Chat Account Access Ticketing Systems CRM Communication Problem Solving

Team Lead (Secondment)

ePerformax

Jan 2021 - Jan 2022 (1 year)

Supervised agent performance, enforced policies, managed payroll, mentored new hires, and resolved complex escalations to maintain operational SLAs for PayPal contact center operations.

Team Leadership Coaching Performance Management Escalations Payroll Management Contact Center Operations Mentoring

Senior Agent / Fraud Specialist

ePerformax

Jan 2018 - Jan 2021 (3 years)

Investigated global fraud activity, lifted account restrictions, recovered funds through identity verification, and managed fraud tickets in coordination with offshore support teams.

Fraud Investigation Identity Verification Ticketing Risk Assessment

Disputes Specialist

ePerformax

Jan 2018 - Jan 2018 (0 months)

Initiated and monitored customer claims and disputes, mediated chargebacks and ACH returns, and provided appeals resolution for buyer and seller claims to reduce chargeback loss.

Dispute Resolution Chargebacks ACH Claims Management Appeals Payments Operations

Payments Agent

ePerformax

Handled account requests, validated tracking info, released holds, and assisted users with security and payment issues across multiple channels to ensure timely transaction resolution.

Hold Releases Security Assistance Customer Service