DEAN DOS

May-Sep

• I was hired originally as a Client Engagement Specialist and then trained to be the first point of contact with new and existing clientele.
• My role consisted of facilitating seamless client onboarding via tickets, email and chat, handling high-volume enquiries.
• Conducting KYC document verification in compliance with AML regulations, identifying and escalating risks.
• Enhancing onboarding workflows, integrating client feedback to improve the service efficiency.
• Providing clear, supportive responses to clients, ensuring positive relationships and record accuracy.
• Utilising CRM platforms (Admin & Zendesk) to streamline client interactions.

Sep-Current

• I then joined the Payments team as a Debit, ACH and Wire Transfers Specialist after five months.
• This role required Analysing User Logs and implementing KYC protocol to ensure compliance and identify and mitigate risks.
• This required a deep understanding of payment processing portals such as Visa, Mastercard, WorldPay (Merchant Admin Interface), Plaid and Trustly Online Banking.
• Escalating suspicious activity regarding sanctions evasion and AML activity.
• Understanding of fraud detection, specifically related to payment processing and ACH/Wire transfers.
• During this time, I consistently came out as a top performer for exceeding metrics and QA scores, and was then promoted to L2 after five months, responsibilities included carrying out QA reviews on L1s and training sessions.

• Nurtured leads through sales pipeline within target timeframes, demonstrated high success in identifying and acquiring new listings for the company.
• Generated leads through cold calling (between 50-150 calls per day) and industry networking to hit targets.
• Delivered initial telephone consultations with warm leads, offering detailed quotations and breakdown of benefits, applying different sales strategies to overcome objections with skill and professionalism.
• Leveraged excellent interpersonal and sales skills to effectively qualify applicants, utilizing in-depth knowledge of the property market to persuade and close deals in favour of the company.
• Maintained close and regular contact with prospective clients to foster long-term relationships.
• Kept product knowledge up-to-date by attending regular training to deliver reliable information with confidence.