Dorota Szurma De Moura

Experience

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  University of Wroclaw

  Jun 2011 - Jul 2011

  Research Interviewer

  Surveys and needs• Doing semi-structured interviews with a standardized list of desired information among the inhabitants of the district ‘Jeżów Sudecki’ about quality of life in the suburbs of Jelenia Góra.

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  University of Wroclaw

  Sept 2011 - Oct 2011

  Research Interviewer

  Survey and knowledge• Doing research with Wrocław's residents about their historical consciousness of their city.

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  Orange Polska (Polish Telecom TP S.A.)

  Dec 2011 - Feb 2012

  Intern in HR Operations North, Skills & Development Centre Department

  • Doing phone and face to face interviews with candidates for the project "EURO cup intership 2012" (volunteers during EURO 2012 Football Championship) in Polish, English and Italian; • Doing administrative tasks associated with the recruitment process.

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  Bank Zachodni WBK S.A.

  Apr 2012 - Jun 2013

  Graduate - Training and Development Department, Logistics and Costs Team

  • Working for Logistics and Cost Team in Training and Development Division in the bank headquarters;• Liaise with external vendors to provide catering, accommodation and training rooms for the planned groups;• Managing training module of SAP HR;• Preparing the external communication about the trainings;• Building positive relationships with external training companies and partners; • Preparing reports of held trainings and attendance per regions.

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  ACN

  Jul 2013 - Oct 2015

  Projects: transfer of existing Wellness customers into new E-commerce payment system• Work with Payments Manager to support the transfer of existing Wellness customers into new E-commerce payment system, overseeing the testing process;• Liaise with different departments within the organization as well as with external payments vendors;• Managing card (Visa, MasterCard, Amex) and Paypal disputes for Europe region;• Prepare and maintain reports on declined payments, fraud transactions, chargebacks and other payments as required;• Mentor and support interns and new team members (payments specialists): provide training, distribute tasks and resolve issues;• Prepare, review and modify procedures and templates for the Payment Division in accordance with Scheme and company regulations and policies; Show less • Process a daily control of customer payments from the moment the payment is received until the end of the collection process; • Process incoming payments, reconcile them with the statements from the banks and process refunds;• Control the outstanding balance and the risk of service high usage, slams, fraud and other financial risks;• Overseeing Card and Paypal Disputes;• Document all procedures regarding claimed transactions;• Planning and organising the work efficiently in order to meet agreed deadlines;• Preparing reports as required. Show less

  • Payment Specialist

    Dec 2014 - Oct 2015

  • Account Receivable & Collection Analyst

    May 2014 - Nov 2014

  • Customer Services Representative PL/UK/IE

    Jul 2013 - Apr 2014
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  Paysafe Group

  Nov 2015 - Sept 2018

  Chargeback Analyst (Credit/Debit Card Disputes)

  Projects: Visa Claims Resolution Initiative (VCR), MasterCard Dispute Resolution Initiative (MDR), Merchant UI improvement.• Be responsible for leading key projects for the processing division (Visa Claims Resolution, MasterCard Dispute Resolution) and act as a subject matter expert around chargeback processing;• Provide support to Development Teams at Paysafe, helping ensure that technical implementations are correct and validated prior to deployment into production;• Work closely with Product Management Team in order to create business case and write JIRA stories for development work;• Leading dispute management for Acquiring, ensuring that Paysafe is complaint with Schemes regulations;• Collaborating on several important team process initiatives (Merchant Back Office UI improvement, Internal Dispute Management System);• Provide support to merchants and business partners on card disputes (chargeback and fraud prevention etc.);• Draft current processes for card dispute division and create official Merchant Guide;• Overtake management of UK Direct Debit indemnities;• Mentor new team members (chargeback analysts). Show less

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  BNP Paribas

  Dec 2018 - Dec 2021

  Operational Risk & Control Analyst | Corporate & Institutional Banking, Global Markets

  Operational Risk Managament Team (EMEA, APAC, AMER), 2nd line of defence• Performing testing on various topics from Front to Back to IT over Global Markets activities worldwide as per operational risk control frameworks and according to the yearly testing plan;• Providing a greater visibility on testing activities to Corporate Investment Banking senior management and ensure that testing results nourishes relevant Risk opinions;• Delivering rigorous testing analysis complemented by value added recommendations and relevant action plans;• Ensure that a constructive discussion is held with business during the testing execution;• Provide a value-added Risk opinion in all relevant team forums;• Contribute to improve testing methods;• Collaborate on transversal projects. Corporate Social Responsibility Correspondent within Group PortugalMember of Diversity and Inclusion Council Show less

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  BNP Paribas Securities Services

  Dec 2021 - Oct 2023

  Chief Conduct & Control Senior Officer (CCCO)

  Global Outsourcing Team (Paris/Lisbon/Porto), Securities Services, 1st line of defence• Doing an oversight of Third Party Risk Management over Securities Services worldwide;• Supporting Securities Services locations (EMEA, AMER, APAC) and local Outsourcing Coordinators with the implementation of the European Banking Authority (EBA) guidelines related to Outsourcing;• Monitoring of the Outsourcing registry, reporting and control implementation;• Contributing to the Risk Control Self Assesment improvement;• Contributing to improvement of Historical Incidents reports related to Outsourcing. Show less

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  Revolut

  Oct 2023 - now

  Senior Operational Risk Manager