JUSTIN SETH WAYNE KNAPP
Banker
San Pedro
Summary
Motivated banking professional with background supporting company daily activities. Highly knowledgeable with skills in managing and coordinating various tasks. Alert and attentive with expert problem-solving skills.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
2
2
Languages
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo Philippines
10.2022 - Current
- Case Management & Chargebacks Manage the entire lifecycle of fraud and chargeback cases, ensuring timely filing, accurate representment reviews, and proper documentation.
Handle pre-arbitration and arbitration filings when necessary, ensuring compliance with card network guidelines.
- Coaching & Mentorship Provide training and mentorship to new hires on chargeback processes, fraud detection, and claims management.
Share best practices and continuously improve the training program to align with evolving needs.
- Team Monitoring & Support Monitor team performance related to chargeback rejects and pending chargebacks, offering guidance to improve accuracy and efficiency.
Ensure timely resolution of issues and provide feedback to improve team performance.
- Collaboration & Reporting Collaborate with cross-functional teams to resolve complex cases and minimize fraud risks.
Prepare and present regular reports on chargeback trends and team performance to leadership.
- Process Improvement Continuously evaluate and recommend improvements to chargeback filing and fraud case management processes to enhance efficiency and reduce errors.
Fraud & Claims Operations Representative (Level 2)
Wells Fargo Philippines
06.2019 - 10.2022
- Inbound Call Handling Manage inbound calls from both bankers and cardholders, ensuring a professional, efficient, and helpful experience.
- Dispute Identification & Information Gathering Effectively identify the reason for the dispute and determine the appropriate dispute condition.
Gather all necessary information and documentation required for each dispute to ensure accurate processing.
- Dispute Process Education & Communication Provide clear and detailed explanations to cardholders regarding the dispute process, including next steps, timelines, and what to expect.
Educate cardholders on their rights and responsibilities during the dispute resolution process to ensure transparency and understanding.
Phone Banker
Wells Fargo Philippines
06.2017 - 06.2019
- Inbound Call Handling Manage inbound calls, addressing customer inquiries related to account balances, basic disputes, and deposit account issues.
- Balance Inquiries & Account Management Provide accurate and timely balance information to customers.
Facilitate transfers between accounts, ensuring seamless transactions.
- Account Maintenance Open and close deposit accounts as requested, ensuring proper documentation and compliance.
Order new checkbooks and debit card replacements, fulfilling customer needs efficiently.
Customer Care Specialist
Affinion Benefits group
12.2016 - 05.2017
- Policy Management & Support Assist customers with opening new insurance policies and manage existing policies, ensuring all inquiries are addressed effectively over the phone.
- Policy Explanation & Education Provide clear explanations of policy benefits, including inclusions and exclusions, to ensure customers have a complete understanding of their coverage.
- Compliance & Disclosure Ensure all required disclosures are discussed with customers on every call, maintaining full compliance with company policies and regulations.
Internal Auditor
Ammex i-support
10.2014 - 12.2016
- Compliance Monitoring Ensure onshore partners comply with company standards and policies before they report to work, maintaining operational integrity.
- Review of Submitted Requirements Verify that all requirements submitted by onshore partners on behalf of customers meet approval criteria and company guidelines.
- Application Approval & Rejection Evaluate and approve or reject applications based on thorough review and adherence to company standards and compliance regulations.
Marketing Executive (Product Manager Trainee)
OBETECH Pacific
10.2013 - 05.2014
- Product Management & Promotion Oversee the handling and promotion of products across international markets, focusing on expanding reach to other countries.
- Sourcing & Sales Procure high-quality petroleum and chemical products from international suppliers and facilitate their distribution to Southeast Asian countries at competitive prices.
- Client Relationship Management Foster and maintain strong relationships with existing clients, ensuring continued satisfaction and repeat business.
Account Executive
Freight Connection Philippines Inc. (Interasia Lines)
06.2011 - 09.2013
- Business Development & Sales Promote the company’s import and export services to new clients, focusing on freight forwarders, to expand the customer base and drive business growth.
- Client Relationship & Freight Oversight Build and maintain strong relationships with existing clients, ensuring their satisfaction. Oversee the entire freight process, from loading to offloading, to ensure timely and efficient delivery.
- Sales Reporting & Performance Analysis Prepare and present comprehensive weekly sales reports during Monday meetings, analyzing performance, trends, and opportunities for improvement.
Real Estate Consultant
Megaworld Corporation
09.2009 - 03.2010
- Market Promotion & Advertising Promote and advertise real estate projects to the market, utilizing various marketing channels to maximize visibility and attract potential buyers.
- Sales & Property Transactions Sell properties, including condominiums, house and lot units, guiding clients through the purchasing process and providing tailored solutions to meet their needs.
- Weekly Activity Reporting Prepare and present detailed weekly activity reports to the immediate supervisor, highlighting sales progress, key activities, and upcoming opportunities.
Education
Bachelor of Science - Business Administration Major in Marketing
Lyceum of the Philippines University
01.2004 - 01.2009
Mapua Institute of Technology - undefined
Mapua Institute of Technology
01.2000 - 01.2004
Skills
Adaptability
Critical thinking and problem solving
Ability to Work in a Team
Teamwork
Ability to Work Under Pressure
Fast Learner
Customer Service
Communication Skills
Effective Time Management
Ability to Multitask
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo Philippines
10.2022 - Current
Fraud & Claims Operations Representative (Level 2)
Wells Fargo Philippines
06.2019 - 10.2022
Phone Banker
Wells Fargo Philippines
06.2017 - 06.2019
Customer Care Specialist
Affinion Benefits group
12.2016 - 05.2017
Internal Auditor
Ammex i-support
10.2014 - 12.2016
Marketing Executive (Product Manager Trainee)
OBETECH Pacific
10.2013 - 05.2014
Account Executive
Freight Connection Philippines Inc. (Interasia Lines)
06.2011 - 09.2013
Real Estate Consultant
Megaworld Corporation
09.2009 - 03.2010
Bachelor of Science - Business Administration Major in Marketing
Lyceum of the Philippines University
01.2004 - 01.2009
Mapua Institute of Technology - undefined
Mapua Institute of Technology
01.2000 - 01.2004