MartinH
Fintech Compliance & Technical Resolution Specialist
Cebu, PH.About
Highly detail-oriented professional with a robust background in fintech compliance, technical troubleshooting, and financial revenue protection. Expert in investigating complex customer cases, ensuring strict adherence to US regulatory standards (including CPNI and AML), and facilitating timely dispute resolution across various communication channels. Proven track record in optimizing financial processes and enhancing customer satisfaction.
Work
ZEPZ
|Complaints and Error Assertion
Cebu, Cebu, Philippines
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Summary
Led investigations into complex customer-asserted errors for US transactions over $15.00, ensuring regulatory compliance and timely resolution via calls and emails, resulting in enhanced customer satisfaction.
Highlights
Investigated and resolved complex customer-asserted errors exceeding $15.00 for US transactions, ensuring 100% compliance with US regulatory standards through meticulous analysis.
Successfully resolved high-stakes cases involving fund discrepancies, delayed transfers, and incorrect disbursements, significantly improving customer satisfaction and trust.
Collaborated cross-functionally with Fraud, Compliance, and Tech teams, alongside external processing partners, to conduct thorough investigations and expedite case resolution.
Managed a high volume of customer inquiries and resolutions via calls and emails, maintaining high service standards and operational efficiency.
ZEPZ
|Junior Customer Care Executive
Cebu, Cebu, Philippines
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Summary
Provided expert customer support across calls, chat, and email, de-escalating high-pressure financial inquiries and ensuring compliant, secure transactions, thereby improving user experience and mitigating organizational risk.
Highlights
Achieved consistently high Customer Satisfaction (CSAT) scores by expertly de-escalating high-pressure financial inquiries through empathetic communication across calls, chat, and email channels.
Collaborated proactively with Fraud, Compliance, and Tech teams to resolve complex transaction delays, significantly enhancing user experience and operational efficiency.
Ensured secure and compliant financial transactions by rigorously applying KYC and AML protocols, mitigating organisational risk and safeguarding customer data.
Tailored communication approach for a diverse, global customer base across multiple time zones, significantly enhancing customer engagement and satisfaction.
Concentrix
|Customer Service Representative
Cebu, Cebu, Philippines
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Summary
Delivered comprehensive technical support and billing resolution for telecommunications customers, specializing in multi-platform troubleshooting and financial account management, which significantly improved service reliability and customer satisfaction.
Highlights
Diagnosed and resolved complex multi-platform technical issues on iOS and Android devices, including device setup, data migration, and software diagnostics, restoring full functionality for customers.
Troubleshot and resolved advanced 5G, LTE, and Wi-Fi network connectivity issues, including signal problems and SIM/ESIM activations, improving service reliability and customer uptime.
Analyzed and clearly explained complex billing structures, prorated charges, and Equipment Installment Plans (EIPs), ensuring customer understanding and preventing 'bill shock'.
Successfully negotiated one-time payments and managed delinquent accounts, restoring service for customers and contributing to revenue recovery targets.
Maintained strict adherence to Customer Proprietary Network Information (CPNI) regulations and implemented robust identity verification protocols, ensuring the protection of sensitive customer data during all interactions.
Education
Cebu Institute of Technology - University
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Bachelor of Science
Civil Engineering
Languages
English
Skills
Customer Relations
Customer Relationship Management, Customer Satisfaction (CSAT), Conflict Resolution, Empathetic Communication, Customer Engagement, Crisis De-escalation.
Compliance & Risk Management
Regulatory Compliance, Fintech Compliance, AML (Anti-Money Laundering), KYC (Know Your Customer), CPNI (Customer Proprietary Network Information), Data Privacy, Risk Mitigation, Regulatory Adherence.
Technical Support & Diagnostics
Technical Troubleshooting, Network Troubleshooting, Multi-Platform Troubleshooting, iOS, Android, 5G, LTE, Wi-Fi, Device Setup, Data Migration, Software Diagnostics, Remote Tech Support, Digital Onboarding.
Financial Operations
Billing Analysis, Financial Analysis, Debt Negotiation, Payment Arrangement Strategy, Revenue Protection, Credit & Policy Compliance, Equipment Installment Plans (EIP), Billing Discrepancy Resolution.
Data Analysis & Problem Solving
Data Analysis, Issue Identification, Problem Solving, Root Cause Analysis, Information Synthesis.
Cross-functional Collaboration
Cross-functional Teamwork, Stakeholder Management, Inter-departmental Liaison, External Partner Coordination.
Communication
Verbal Communication, Written Communication, Crisis De-escalation, Adapted Tone, Digital Onboarding Guidance.
Interests
Sports
Basketball.
Recreation
Solving Riddles, Watching Movies.
Fitness
Gym Workout.