Marco Ip

• Deliver excellence in customer service and also managing customer Fraud and scams in dealing with customer Fraud events.
• Risk based assessment of fraud activity to understand financial and reputational impact
• Incident and trend-based communications to business units
• Perform all tasks related to the execution and completion of all monitoring services in GFMS in accordance with agreed Service level Agreements (SLAs), Group's policy and standards and regulatory expectations.
• Raise the bar on customer experience, through continuous improvement initiatives and taking ownership of the customer journey
• Hold in-depth conversations with customers who have been a victim of Fraud and Scams to prevent financial loss to our customers and to protect their financial wellbeing
• Perform the detection of Fraud and Scam events and manage end-to-end investigations
• Report on and analyse Fraud and Scam related data, sharing insights accordingly

• Handle inbound and outbound calls in a call centre environment relating to potential fraud/scam activity
• Creating peace of mind for our customers by providing exceptional service when handling inbound fraud/scam call enquiries
• Working in a high paced environment with a passion to inspire confidence in our customers, specifically when being faced with a fraud or scam situation
• Perform the detection analyst over scam/fraud related events and ensure sound decisions are made whilst following the standard operating procedure.
• Identify digital fraud trends and report on these accordingly
• Manage a high volume of customer calls and fraud alerts
• Prompt escalation of issues/risks out of delegation and/or as required
• Maintain an up-to-date focus on financial crime, security related trends and emerging issues, and share knowledge obtained.

• Ensuring smooth operation of the store through delegation of tasks and managing a team of up to 20 staff
• Delivering excellent customer service and ensuring customer complaints are managed well
• Planning and reviewing rosters to ensure sufficient coverage throughout the day/night
• Responsible for opening/closing of the store and completion of start/end of the day procedures
• Onboarding of new team members and ensuring processes and safety procedures are followed.
• Boosted team performance by developing customer service training materials and conducting service training.
• Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.

• Coordinated with other departments to direct cargo to correct destinations and avoid loading and unloading errors.
• Managed inventory control, accurately tracking shipments and maintaining updated records.
• Unpacked and repacked items in different quantities and configurations for shipment.
• Developed strong relationships with vendors and suppliers, negotiating favorable terms for equipment purchases and repairs.
• Handled emergency situations professionally, maintaining clear communication with relevant parties during incidents.
• Enhanced safety standards through ongoing maintenance of equipment and adherence to regulations.