Experience

Twispay

• Romania
• Financial Services
• 1 - 100 Employee

• Coordinator Operations Settlement and Reconciliation

  • Dec 2017 - Present

  • Working closely with multiple internal teams like Accounting, Development IT and Marketing, as well as external clients to evaluate new opportunities, improve product functionality and drive business growth. • Managing, and coordinating projects with multiple internal and external stakeholders ensuring consistent delivery within deadlines. • Identifying and proposing new process and product ideas to increase customer satisfaction and improve product profitability (statements, company website, reports, etc.). • Management and workload prioritization of the Operations team. Task coordination and assignment based on priority and criticality. Developing strong operational processes and procedures for the team, including products, services, and systems. • Daily and monthly reconciliation of bank accounts, suspense accounts and client accounts. Ensuring merchant payments are processed in a correct and timely manner. Reconciling payments to ensure the accounting system reflects correct transactions. • Collaboration with IT, Accounting and Compliance departments on the process of onboarding new merchants. • Translating business requirements to functional specifications and plugging those in Jira for the Development team to implement. UAT testing of the software and business processes implemented. Documenting and reporting functional and software issues, following the company guidelines. • Identification and analysis of customer issues and complaints, implementing appropriate resolutions. Solving and responding to internal and external inquiries, regarding pending clarifications, onboarding processing, disputes requirements, system processing and functionality, claims status and data input. • Preparation of monthly and quarterly MasterCard and BNR reports. • Training and mentoring of the existing team as well as onboarding new team members. Show less



CREDIT EUROPE BANK (ROMANIA) S.A.

• Romania
• Banking
• 400 - 500 Employee

• Chargeback Officer

  • Feb 2016 - Dec 2017

  • Managing and resolving client disputes according to internal procedures and MasterCard and Visa organization procedures. Comparing alternative approaches and implementing the best solutions. • Maintaining a high standard of service by reviewing and processing dispute and fraud claims in a timely and accurate manner and in accordance with International Card Organizations procedural timeframes, regulations, and processing changes. • Responding to inquiries from internal and external customers regarding chargeback requirements, system processing and functionality, dispute lifecycle, claims status and data input. • Monthly and quarterly reporting, providing information on results of operations, financial dispute resolutions, and chargeback transactions evolution, etc. • Workflow analysis and proposal of improvements to optimize workload, processes, and procedures: o Dispute resolution letter to customer by reducing the handling time of the response letters. o Automation of monthly payment instalments. Show less



UniCredit Bank Romania

• Romania
• Banking
• 700 & Above Employee

• Complaints Advisor

  • Aug 2015 - Feb 2016

  • Management of written and direct complaints.• Ensuring complaints are properly investigated and analyzed, including data input in existing processing systems.• Complaints resolution within legal timeframes.• Collaborating with legal department, National Authority for Consumer Protection, and others to ensure high standard of customer satisfaction.• Managing dissatisfied customers, offering quick and constructive resolutions.• Monitoring ongoing customer satisfaction, based on complaints administration KPI’s.• Proactively identifying potential exposure for future complaints or issues.• Proactive use of the information to make recommendations and suggest improvement of business standards and processes.• Maintaining a high standard of customer service and satisfaction. Show less

• Product Manager AMEX Cards Portfolio (Cards Department - Settlement and Reconciliation)

  • Nov 2008 - Aug 2015

  • Maintaining a strong relationship with American Express U.K. internal and external clients.• Implementation and enhancement of the portfolio of products and services.• Providing support for cardholders on all transactional and payment functions of the products.• Providing support for branches, ensuring full understanding, applicability, and respect of procedures for American Express Cards.• Verifying and maintaining latest updates of product characteristics and processes – product specifications, internal procedures, support for contracts terms and conditions, adequate workflows, reports, etc.• Close collaboration with multiple UniCredit and American Express departments and stakeholders.• Ensuring synchronization with American Express product promotion campaigns by obtaining and distribution of promotional materials for internal and external use.• Implementation and development of business projects, such as:o American Express reimbursement card optimization.o American Express cards acceptance at POS terminals.o American Express cards daily settlement process. Show less

• Settlement and Reconciliation Officer

  • Nov 2008 - Aug 2015

  • Monitoring and ensuring daily reconciliation on NOSTRO settlement, client, and merchant accounts.• Reconciliation, clearing and settlement of domestic and international card transactions for Visa, MasterCard, AMEX, Diners and JCB.• Daily monitoring, verification, analysis, and resolution of errors in suspense accounts and other card’s accounts.• Offering support for branches and clients on various issues such as: wrong postings on clients’ accounts, delayed postings of transactions on merchants’ accounts, wrong postings of commission.• Close collaboration with Accounting, Finance, IT and Risk Department.• Development and implementation of processes for card operations outside of the automation baseline.• Identification of reconciliation and settlement gaps or issues and recommendations for process and procedure optimizations.• Monthly, quarterly, annual, and ad-hoc reporting towards Accounting & Finance, Risk, Visa and Mastercard. Show less

• Chargeback Officer

  • Oct 2006 - Nov 2008

  • Monitoring, classifying, and solving chargeback requests received from UniCredit cardholders and from other issuing banks.• Analysis of documentation provided by clients. Resolving client issues by comparing alternative approaches and implementing the most appropriate solutions.• Responding to inquiries from internal and external customers regarding chargeback requirements, system processing and functionality, dispute lifecycle, claims status and data input.• Maintaining a high standard of service by reviewing and processing dispute and fraud claims in a timely and accurate manner and in accordance with International Card Organizations procedural timeframes, regulations, and processing changes. Show less