Angel Tolentino
Sr. Fraud Claims Specialist
Pinagsama,Taguig
Summary
Dynamic Sr. Fraud Claims Specialist at Wells Fargo International Solutions LLC, recognized for keen attention to detail and problem-solving skills. Streamlined workflows, enhancing claim processing efficiency and consistently achieving performance targets. Proven ability to foster teamwork and collaboration while delivering exceptional customer service under pressure.
Professional claims specialist with strong record in handling and resolving complex claims efficiently. Adept at analyzing data, identifying discrepancies, and providing solutions that drive positive outcomes. Effective team collaborator with focus on achieving results and adapting to evolving requirements. Skilled in negotiation, customer service, and regulatory compliance, consistently ensuring accuracy and fairness.
Overview
12
12
years of professional experience
Work History
Sr. Fraud Claims Specialist
Wells Fargo International Solutions LLC
09.2023 - Current
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Maintained accurate records by diligently updating claim files and ensuring all required documentation was submitted in a timely manner.
- Reduced claim processing errors by conducting thorough investigations and accurately interpreting policy details.
- Achieved performance targets consistently through attention to detail, effective time management, and strong decision-making abilities.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
Escalation Representative
Wells Fargo International Solutions LLC
03.2022 - 09.2023
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Contributed to a positive work environment by mentoring junior staff members on effective escalation management techniques.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
KYC Analyst
ING Business Shared Services
09.2021 - 02.2022
- Supported KYC processes for prospective and existing customers.
- Ensured compliance with regulatory requirements by conducting thorough customer due diligence checks.
- Identified potential risks and red flags through comprehensive customer risk assessments, mitigating potential financial losses.
- Adjusted end-to-end KYC process needs to align with workforce capabilities.
- Managed a high volume of client data, maintaining strict confidentiality and adhering to internal policies for information handling.
- Determined customer risk ratings based on analysis and research findings.
- Prevented account closures or penalties with prompt resolution of outstanding KYC issues for high-risk clients.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Provided training to new team members on KYC procedures, resulting in increased productivity and effectiveness.
- Conducted KYC formality reports on questionable accounts and transactions.
- Collaborated with cross-functional teams to ensure alignment of KYC processes across the organization.
- Coordinated ongoing monitoring efforts for high-risk accounts by tracking changes in customers'' profiles and transaction patterns.
- Prepared high-risk reviews with results and recommendations for customer onboarding, closure and retention.
Customer Service Representative
Citibank
03.2020 - 08.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
KYC Officer
Citibank
04.2018 - 03.2020
- Reduced risk exposure by diligently reviewing client information for potential red flags and escalated issues as necessary.
- Kept up-to-date with industry best practices and emerging trends in AML/KYC regulations, sharing findings with team members for continuous improvement initiatives.
- Maintained accurate records of all client data, ensuring timely updates to reflect changes in risk profiles or regulatory requirements.
- Improved efficiency in customer due diligence procedures with thorough knowledge of regulatory requirements and standards.
- Collaborated effectively with cross-functional teams, contributing valuable insights on KYC policy enhancements.
- Achieved faster turnaround times for client onboarding, conducting detailed background checks and financial analyses.
- Assisted in the development of user-friendly training materials to improve employee understanding of KYC procedures.
- Played a key role in audits by providing well-documented evidence of compliance with relevant regulations and policies.
- Recognized for strong analytical skills, identifying trends and patterns in client data to inform risk assessment processes.
- Provided exceptional customer service during client interactions, addressing inquiries promptly while safeguarding sensitive information securely.
- Enhanced client onboarding process by streamlining KYC documentation collection and verification.
- Continuously sought opportunities for professional development by attending industry conferences, participating in webinars, and engaging with peers.
- Mitigated operational risks by adhering to established guidelines when processing new account applications or updating existing records.
- Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.
- Assisted with development of compliance objectives and strategies.
- Kept informed regarding pending industry changes, trends or best practices.
- Created and maintained compliant work environment.
- Took notes on field examinations and specific case details, updated databases and produced reports outlining results of investigations.
Customer Support Specialist
Alorica
09.2016 - 03.2018
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Designer
Furukawa Automotive System
03.2016 - 08.2016
- Managed multiple design projects simultaneously, ensuring timely delivery within budget constraints.
- Analyzed user behavior and feedback to optimize design and user experience.
- Streamlined design processes, resulting in increased efficiency and faster project completion times.
- Designed eye-catching promotional materials, driving increased event attendance and participation rates.
- Reviewed project requirements to plan workflows and evaluate client time and budget constraints.
- Leveraged industry knowledge and emerging trends to build innovative messaging and bring design concepts to fruition.
Clerk Specialist
Furukawa Automotive System
03.2015 - 03.2016
- Managed busy appointment schedules to optimize use of time for staff members and clients alike.
- Maintained strict confidentiality when handling sensitive documents or discussing delicate personnel matters within the company culture.
- Streamlined inventory management through precise tracking of supplies usage and proactive reordering procedures.
- Handled incoming and outgoing correspondence, including sorting mail, drafting professional emails, and assisting with the preparation of marketing materials.
- Collaborated with colleagues to develop and implement new office procedures, resulting in an organized and efficient work environment.
- Contributed to successful event planning through effective coordination of logistics such as travel arrangements, accommodations, and meeting spaces.
- Expedited invoice processing by efficiently managing accounts payable and receivable tasks.
- Ensured accurate recordkeeping by diligently updating databases with new client information or changes to existing data.
- Assisted management in decision-making processes, providing detailed reports on departmental performance.
- Processed payroll accurately, ensuring that all employees received their paychecks in a timely manner without discrepancies or delays in payment processing timescales involved therein thereof accordingly thereto herewith hereunder herein above-mentioned forthwith henceforth thereupon wherefore whereby wherewith theretofore otherwise notwithstanding furthermore moreover finally accordingly similarly alternatively otherwise furthermore moreover finally similarly alternatively.
- Reduced errors in data entry tasks by implementing thorough quality control measures.
- Increased accuracy of financial records by meticulously reviewing and reconciling account statements.
- Facilitated interdepartmental communication to ensure smooth operations and timely project completion.
Quality Assurance Analyst
Furukawa Automotive System
10.2013 - 03.2015
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.
- Conducted comprehensive test scenarios to decrease downtime and elevate user satisfaction.
Education
High School Diploma -
Batangas National High School
Rizal Avenue, Población Batangas City, Batangas04-2011
Skills
Timeline
Sr. Fraud Claims Specialist
Wells Fargo International Solutions LLC
09.2023 - Current
Escalation Representative
Wells Fargo International Solutions LLC
03.2022 - 09.2023
KYC Analyst
ING Business Shared Services
09.2021 - 02.2022
Customer Service Representative
Citibank
03.2020 - 08.2021
KYC Officer
Citibank
04.2018 - 03.2020
Customer Support Specialist
Alorica
09.2016 - 03.2018
Designer
Furukawa Automotive System
03.2016 - 08.2016
Clerk Specialist
Furukawa Automotive System
03.2015 - 03.2016
Quality Assurance Analyst
Furukawa Automotive System
10.2013 - 03.2015
High School Diploma -
Batangas National High School
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