stefan georgescu

*  Investigate compromised accounts which are either reported by the customers or found through regular/linked searches *  Refund (if applicable) compromised accounts *  Close the fraudulent accounts and locate other linked accounts which are also fraudulent *  Inform the customers of the resolution *  Manage daily checks of reports regarding deposits/withdrawals on new or old accounts *  Resolve queries raised by other departments regarding fraudulent accounts *  Decide what to do with the remaining winnings on closed accounts *  Monitor evolving fraud clusters and propose new rule criteria using SQL and Threat Metrix *  Analyze rule performance trends *  Report on daily fraud trends and cluster characteristics *  Support Fraud Prevention innovation by participating in internal POCs *  Identify customers who are evading premium charges *  Deal with police DPA requests.

*  Determining requirements by working with customers. *  Answering inquiries by clarifying desired information * researching, locating, and providing information. *  Resolving problems by clarifying issues * researching and exploring answers and alternative solutions * implementing solutions * escalating unresolved problems. *  Fulfilling requests by clarifying desired information * completing transactions * forwarding requests. *  Selling additional services by recognizing opportunities to up-sell accounts * explaining new features. *  Maintaining the call center database by entering information. *  Keeping equipment operational by following established procedures * reporting malfunctions. *  Updating job knowledge by participating in educational opportunities. *  Enhancing organization reputation by accepting ownership for accomplishing new and different requests * exploring opportunities to add value to job accomplishments.

*  Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders. *  * Listen attentively to caller needs to ensure a positive customer experience. * Access electronic and paper cataloging systems to look up product information and availability. *  * Strive for quick complaint resolution; commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.