Nudsen Vidal

· Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues. · Use all available resources to ensure high standards are met and work is carried out in the most efficient manner. · Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions. · Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately. · Seek opportunities to add value for customers through education, proactivity and clear expectation setting. · Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

• Perform complex administrative and customer support tasks by managing daily schedules, and providing work direction to the team
• Determines appropriate course of action and conducts investigative steps to fully identify customer issues
• Interacts with internal and external customers to resolve customer issues
• Support less experienced individuals in providing resolutions for client inquiries and complaints
• Interact with internal and external customers to resolve their issues
• Respond independently to complaints escalated to the highest level

• Managed chargeback processes, ensuring compliance with industry regulations and company policies
• Handled credit card fraud and dispute cases in a fast-paced contact center environment
• Investigated suspicious transactions and potentially fraudulent activities
• Educating card members regarding a claim status/claim outcome
• Assisting card members with general servicing on their credit card account

• Conducts thorough analysis of inbound/outbound queue/case work to detect and ascertain potentially fraudulent activities, implementing necessary measures to safeguard account security and providing resolution assistance to customers regarding fraud-related issues
• Manages phone-based disputes/claims, imparting comprehensive information to customers regarding the status of their claims and aiding customers in navigating the process of appealing a denied claim
• Demonstrates exceptional communication skills to effectively convey information and provide guidance to customers, enabling them to understand the nature of the claim and potential recourse options available to them
• Conducted thorough investigations by gathering relevant information and evidence to support fraud and dispute claims

• Claim Processing: Accurately analyze and process incoming claims from policyholders and healthcare providers, ensuring adherence to established guidelines and policies
• Claims Documentation: Maintain comprehensive and organized claim files, documenting all relevant information including patient details, services provided, medical codes, and billing documents
• Insurance Verification: Verify patient insurance coverage and eligibility for submitted claims, ensuring accuracy and appropriate supporting documentation for reimbursement
• Provide prompt, professional, and courteous customer service to policyholders, patients, and healthcare providers, addressing their concerns, answering inquiries, and providing claim status updates