Rafael Pascoa

Experience

• 

  Itaú Unibanco

  Jul 2010 - Oct 2017

  - Development of the comercial/operational team and loan portfolio management- Customer Relationship Management - Support and manage testing efforts for multiple project as well software releases, including integration, regression, system, performance and user acceptance / systems testing- Document and evaluate test results as well defects, track/manage defect- Assisting the team with negotiation of operations- Management of resale portfolio- Development of new channels and business opportunities- Analysis of loan proposals for Light and Heavy vehicles- Analysis of documents, evaluation of companies, analysis of the calculation of indebtedness, disbursement and encumbrance. Show less

  • Business Analyst SR

    Jun 2014 - Oct 2017

  • Senior Credit Analyst

    Dec 2012 - Jun 2014

  • Junior Credit Analyst

    Apr 2011 - Dec 2012

  • Credit Assistant

    Jul 2010 - Apr 2011
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  Conduent

  Oct 2018 - Sept 2019

  Customer Care Associate

  • Contacting customer answering inbound calls, doing outbound calls, email and chat. • Logging all contacts on in-house software making sure it can be analysed in order to know major contact drivers. • Assisting customers with their difficulties using their systems using troubleshooting steps provided by our in-house knowledge base. • Assisting on the arrivals of new agents providing knowledge support ensuring the correct procedure is followed and knowledge is consolidated. • Providing all channels coverage when requested due to short staff or overtime made when necessary. • Making sure that emerging issues are early detected to ensure customer satisfaction and efficiency in our service. Show less

• 

  Deriv

  Jun 2020 - Oct 2021

  - Conduct monthly quality checks on service agents' client interactions and adherence to- Ensure agents are well informed of compliance & quality findings; briefings to line managers and provide materials / resources for service team.- Analysing root causes for common errors and providing suggestions on necessary improvements, training or development.- Checking KYC documents have been properly processed & verified, in accordance to internal procedures & country risk matrix.- Revisiting complicated processes/workflows to provide simplified solutions.- Provide workshops to foster knowledge sharing & ensure stakeholders are aware of the trending errors, areas of improvement and adhere to regulatory & company P&Ps.- To adopt a transparent and no-blame culture to ensure agents are reciprocating to all feedback to work as a unit to deliver the best quality results.- Testing & follow up on CS-reported bugs & ensure it is resolved as a high priority by the relevant team.- Prioritise suggestions as discussed with the Project Management team on a weekly basis.- Analysing service and P&P issues to assess overall risk and org./client impact.- Meetings with company stakeholders to resolve service issues and/or release an improvement.- Understanding every change followed by releases & ensuring the team is on the same page.- Engagement with stakeholders after a procedure card is released. Compile feedback to streamline processes.- Compile feedback and data, vet validity, identify org. and services risk, impact to functionality and deliver of service, to assess and enhance processes.- Testing pre & post-release.- Progress updates via CS weekly report. Show less - Conducting early investigations of trade dispute, possible fraudulent documents/activities or hacked accounts as a part of Know Your Customer (KYC) requirements and fraud risk precautions.- Conducting on-the-job training and act as 'buddy' for new hires in the team.- Website testing to ensure that the features, trades, information or new release are working seamless and also to provide feedback for IT teams.- Working closely with Compliance, Payments, Quantitative Analysis, and IT Depart. to ensure that processes regarding clients’ account are compliant & conducted smoothly in the best interests for both clients and the company.- Assisting customer deposits & withdrawals using multiple payment methods.- Authentication of account deposits & withdrawals, review of client account KYC status.- Cryptocurrency account creation & tracing transactions on the block chain.- Escalate & assist complex suspicious cases to the Compliance dept.- Liaise with 3rd party service providers in order to solve payment processing issues and provide a high level of service towards clients.- Assuring that all account activities are done in compliance with internal procedures, KYC and EDD workflows.- Liaising with clients and resolving enquiries via email, chat, and video calls.- Tools/Software: Company’s internal back office program, LiveChat, Premier Cashier / Dough Flow (for merchant processing accounts and fraud management options), Experian and Onfido (for account authentication), MetaTrader5 (trading platform), Microsoft office, Slack, and Redmine. Show less

  • Senior Quality & Process Analyst

    Dec 2020 - Oct 2021

  • Customer Support Executive

    Jun 2020 - Dec 2020
• 

  Okcoin

  Oct 2021 - May 2022

  Operational Excellence Specialist

  Develop, direct, and execute internal operational process, focusing on improvement to drive effective execution of growth and efficiency across business operations activities.Work with BU leaders in the development planning process and prioritize improvement opportunities based on strategy and tactical planning objectives.Provide guidance, expertise, and/or assistance to internal partners to ensure programs and strategies are implemented and maintained effectively.Design new processes, training material, capacity planning in support of marketing and growth campaigns, new product and service deployment.Lead in the development, implementation, and refinement of post campaigns and product deployment customer impact and feedback evaluation to bring back to our BU partners.Process, policies, and procedure re-engineering and documentation for efficiency. Show less

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  Deriv

  Jun 2022 - now

  - Monitor transaction queues and identify high‑risk transactions pattern.- Monitor flagged fraud transactions and disputes.- Handle and prepare chargeback documentation.- Identify fraudulent activity such as account takeover, AML, friendly fraud, etc.- Monitor the credit card success rate- Propose improvement ideas to the cashier provider for payment processing.e and re‑route traffic.- Providing cross-departmental training related to payment systems and transaction disputes.- Engaging the company to maintain compliance with AML regulations.- Carrying out tasks and improve processes/procedures relating to fraud and anti-money laundering- Detecting Affiliate related Fraud- Formulate solutions to counter new threats and manage the continuous improvement of the team Show less

  • Compliance & Internal Audit Executive

    Jan 2024 - now

  • Senior Anti-Fraud Analyst

    Jun 2022 - Jan 2024