Toronto, Ontario, Canada
• Monitored institutional and customer transactions for suspicious activity, flagged certain transactions and accounts • Conducted in-depth investigations of flagged transactions and accounts including origin investigations, validating transactions and account reconciliation • Cancelled fraudulent or highly suspicious transactions and activity • Handled queue reviews from TSYS and FDR systems for computer automated fraud alerts. • Reviewed accounts identified in the queues, attempted calls to customers, and made decision to block or allow transactions. • Observe customer transactions to identify fraudulent activity Resolve queued transactions within the service level agreements to reduce potential revenue losses. • Monitor customer and transactional records Maintain fraud analysis models to improve efficiency and effectiveness of company systems
Responsibilities: • Respond to customer inquiries in a pleasant, courteous, professional and well-informed manner. • In conjunction with on-screen customer information, identify customer’s needs through customer contact while simultaneously reading/updating customer information on the system. • Remain current on the program and corporate products and processes. • Achieve quality service by accurately assessing and responding to customer needs, using sound judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate. • Fulfill customer expectations in a manner that complies with policies, practices, and procedures. • Accurately complete appropriate documentation for each transaction, and wrap up calls by inputting data for call history, sending messages to appropriate third parties (e.g., business partners) when required, and/or initiating the necessary customer fulfillment. Participate in team huddles/committees (e.g., escalation queues, call campaigns, best practices, peer listening). Take initiative on learning opportunities. • Participate in cross-training initiatives and mentoring opportunities. Manage risks by adhering to compliance routines, processes, and controls to protect client and shareholder interests
As a full-time Resident Dental Surgeon; managed the clinic independently: • Performed all sorts of Dental treatments including General Dental Health, Cosmetic Dentistry, Orthodontics/Braces, Endodontics/Root Canal Treatment, Prosthodontics/Replacement with Crowns & Bridges, Periodontics/Gum Treatments, Dental Implants/Oral Surgery, Periodontics, Oral & Maxillofacial Surgery • Managed Dental office reception, patient records clinical paperwork, inventory, purchase of Dental materials • Managed Dental office pantry; monitored office & equipment sterilization protocol compliance
As a full-time Resident Dental Surgeon; managed the clinic independently: • Diagnosed and formulated pre and postoperative treatment plans; patient education regarding treatment expectations, costing and time involved in the procedures • Administered anesthetics, used modern Dental armamentarium • Prescribed medications and post-operative instructions to be followed