Dwayne Jain

- Managing relationships with businesses worldwide utilizing Stripe as their primary payment gateway for e-commerce operations.

- Providing comprehensive support to clients regarding account integration, billing inquiries, account reviews, report generation, and troubleshooting technical issues via various communication channels including phone, chat, and email.

- Manage and offer strategic guidance on dispute resolution and prevention strategies to mitigate profit loss.

- Guiding merchants through the setup process to enable multi-currency charging and payout capabilities within their accounts.

- Offer valuable feedback on products, processes, and industry trends to inform continuous improvement initiatives aimed at enhancing our services and ensuring merchant satisfaction.

- Demonstrating strict adherence to all compliance, regulatory, and internal business protocols to uphold operational integrity and mitigate risks.

- Managing store credit cards issued by Synchrony Financial.
- Responsibly manage inbound calls from customers, diligently verifying transactions on flagged accounts for potential fraudulent activity.

- Execute the accurate processing of lost or stolen reports from customers, ensuring swift mitigation of potential fraud losses.

- Performed risk assessments to determine level of fraud risk and prioritize investigations.

- Contribute innovative ideas to enhance our knowledge base, ensuring alignment with evolving strategies employed by fraudsters and enabling proactive measures to combat fraudulent activities effectively.

- Efficiently manage and execute the process of filing disputes on behalf of clients, ensuring accurate documentation and timely resolution.

- Provide invaluable floor support and mentorship to newly hired agents, facilitating their successful integration into the team and promoting a culture of continuous learning and development.

- Manage a portfolio of Citibank NA credit card clients with precision and professionalism.
- Field inbound calls from cardholders, promptly addressing their inquiries and facilitating the resolution of complaints in accordance with established procedures.
- Provide detailed explanations of billing statements and facilitate the filing of dispute claims as necessary.
- Present and elucidate on available products and benefits to enhance customer understanding and satisfaction.
- Guide and support customers through the credit card application process, ensuring a seamless and positive experience.
- Designated as a Subject Matter Expert tasked with guiding and supporting newly onboarded agents, imparting expertise, and facilitating their acclimation to operational processes.
- Assume responsibility for handling escalation calls, applying specialized knowledge and problem-solving skills to effectively resolve complex customer inquiries or issues.