Mid-level proficiency in Stripe e-payment operations and account lifecycle management. My experience encompasses the full user journey, from initial account creation and complex verification (KYC/KYB) to ongoing risk mitigation and day-to-day transaction clarity.
A key differentiator in my role was establishing and maintaining a strong, direct communication pipeline with the in-house Stripe Customer Service department.
This crucial inter-departmental connection allowed for accurate issue resolution and seamless process coordination across all aspects of the Stripe account process.
***Core Duties and Responsibilities
My responsibilities centered on a blend of customer advocacy, specialized troubleshooting, and internal relationship management:
***Customer Verification & Onboarding:**
* Guided new and existing users through the comprehensive account creation and rigorous verification processes (KYC/KYB), ensuring full compliance and successful activation.
* Acted as the escalation point for complex verification issues, leveraging direct contact with the internal Stripe team for swift resolution.
* **Transaction and Payment Support:**
* Served as the primary liaison for all transaction-related queries, including payment receipts, settlement issues, and complex reconciliation challenges.
* Utilized the Stripe dashboard to perform in-depth transaction investigation, clarify payment flows, and provide accurate data to users.
* **Risk Mitigation and Dispute Resolution:**
* Managed the prevention of financial loss by advising on best practices for dispute and chargeback mitigation.
* Handled and investigated cases involving account holds, reserves, and security reviews, coordinating directly with the Stripe Risk department for clarification and rapid resolution.
* **Internal Communication and Process Improvement:**
* Maintained an established, strong communication connection with the in-house Stripe customer service department** and specialist teams across all functional branches (Verification, Risk, Technical Support).
* Ensured seamless information transfer and coordinated efforts to expedite resolutions and clarify internal processes for external customers, significantly improving the overall account service experience.
**Highly analytical and customer-focused BPO Specialist with 12 years of experience across multi-faceted roles including Customer Service, Technical Support, Financial Services, and Specialized E-Payment Risk Management.
Expertly Managed the PayPal Dispute Process, successfully investigating and resolving a diverse range of claims, ensuring compliance with platform policies and mitigating financial loss.
Proactively prevented revenue loss by identifying, investigating, and escalating suspicious transactions and behavioral patterns to prevent fraudulent disputes and chargebacks.
Successfully executed Business-to-Business (B2B) collections efforts, maintaining positive client relationships while ensuring timely recovery of outstanding accounts receivable.
Demonstrated robust financial compliance and ethical handling of sensitive customer financial data across all collections activities.
Provided exceptional Customer Service across three heavily regulated industries: Healthcare (handling patient inquiries and billing), Insurance (policy and claim support), and Banking (account services and transaction support).Consistently de-escalated high-tension customer interactions and provided comprehensive, compliant solutions in fast-paced call center environments.
*** Technical and Functional Skills
- E-Payments/Risk
PayPal Dispute Resolution, Stripe Operations, Fraud Prevention, Transaction Investigation, Account Verification, Risk Management Dashboards, Chargeback Mitigation
- Financial/BPO
Third-Party Collections, In-House Collections (Citi Bank), B2B Collections, Customer Service (Voice/Non-Voice), Technical Support, Compliance Adherence.
-Industry Exposure
Banking, Financial Services, Healthcare, Insurance.
