HEZON SISTOZA

Corporate and Investment Banking Department

• Main GCS Subject Matter Expert (SME) conducting training and coaching to other Team Leaders within the group
• Work with onshore counterparts and local Client Service Management Team within EMEA Region for day to day oversight of cash flows for top corporate clients
• Developing, maintaining, and broadening partnerships with Clients (internal and external)
• Resolving external and internal inquiries pertaining to J.P. Morgan’s Wholesale Payments core cash products
• Liaising with other functions to ensure Clients receive satisfactory resolution in a timely manner

Corporate and Investment Banking Department

• Member of JP Morgan Client Service team handling blue chip corporations, financial institutions, and other banks in the US, EMEA, and APAC region.
• In partnership with Client Service Account Managers with client’s cash movements resolving their queries via email and phone
• Focus on resolution of all cash and account investigations issues, identifying and resolving workflow inquiries and ensuring clients’ needs and expectations are formally discussed and analyzed to ensure that agreed quality standards are maintained

Consumer and Community Banking Department

• Provide assistance to approximately 300 specialists regarding concerns on the VISA Claims Resolution
• Has core comprehension of Visa’s International Operating Regulations and Rules
• Aware how to check and review evidence presented and leveraging Visa’s dispute resolution management rules to control the validity of each claim and its potential for recuperation
• VCR Facilitator/Trainer – Conducting in-depth reviews to multiple teams and creates presentation for team huddles regarding procedure updates
• Submit reports of known issues and system defects encountered using system tools to the Command Center

Consumer and Community Banking Department

• Front-line represent mainly assisting customers over-the-phone
• Knowledgeable on Visa and MasterCard regulations and dispute processing guidelines
• Understanding of the credit industry, Regulation Z, and related Chase policies and procedures as they pertain to resolving fraud transactions and merchant disputes
• Possess the initiative and judgment to ensure customer expectations and service levels are exceeded

Microsoft Accounts

• Follow escalation and complaint procedures in order to ensure that all customer escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve issues
• Provides assistance to Microsoft business account holders recover their accounts