SABRIA PABINTENG

Risk Analyst – Chargeback Management Focus:

• Oversaw chargeback management processes as part of daily Business As Usual (BAU) operations, ensuring accurate and timely resolution of disputes to minimize financial loss.
• Spearheaded process improvements for automation, optimizing workflows and increasing efficiency in chargeback handling while reducing manual errors.
• Conducted in-depth investigations into high-risk fraud cases, identifying and addressing fraudulent activities to safeguard company assets and reduce exposure to financial risk.
• Collaborated with cross-functional teams to strengthen risk mitigation strategies and improve chargeback management protocols.

• Chargeback Management: Handled a high volume of chargeback cases, efficiently processing disputes and managing reversals in compliance with card network regulations including investigating reports for each country for better understanding the difference policy for each country
• Fraud Detection & Prevention: Monitored transaction activities across multiple platforms, identifying and mitigating potential fraudulent behavior using data analytics tools such as SQL and Python
• Investigations: Conducted in-depth investigations into suspected fraud cases, analyzing transaction patterns, and collecting evidence to support decision-making
• Risk Assessment: Assessed risks associated with new technology integrations and third-party partnerships, recommending actionable strategies to reduce potential vulnerabilities
• Reporting: Generated comprehensive reports on fraud incidents, trends, and mitigation efforts
• Presented findings to senior management to inform strategic decisions
• Collaboration: Worked closely with Customer Service, IT, and Compliance teams to address fraud-related issues and enhance platform security

• Process Payments: Efficiently manage payments for SEA market withdrawals through various payment channels, including Help2Pay, Pay Trust, Plus Debit, Walaopay, etc., while adhering to service level agreements (SLAs)
• Client Support: Address client inquiries related to withdrawal and deposit issues via social media and email, providing timely and effective resolutions
• Account Approval: Review and approve trading accounts based on comprehensive Know Your Customer (KYC) checks to ensure compliance with legal and regulatory standards
• Transaction Reconciliation: Accurately compile, cross-check, and reconcile all daily transactions following payouts, ensuring precise record-keeping and financial accuracy
• Stakeholder Support: Provide ongoing support to stakeholders regarding withdrawal and deposit issues, collaborating to resolve client concerns efficiently

• Client Screening and Enrollment: Identify and screen potential clients to determine their eligibility for the CFP program
• Education Provider Coordination: Liaise with approved Education Providers regarding client registrations, applications, and EPF withdrawals
• Certificate Renewal Assistance: Support clients in renewing their professional certificates to ensure continued compliance and certification
• Event Management: Manage event coordination, including liaising with participants (members and the public) to handle workshop registrations via email and phone
• Customer Service Excellence: Deliver exceptional customer service to ensure members meet their Continuing Education (CE) point requirements as stipulated by the constitution
• Event Preparation: Oversee and coordinate all necessary preparations for events, including attendee lists, materials, and venue arrangements, ensuring everything is in order for facilitators and participants
• System Updates and Documentation: Accurately update CPE (SC points), CE points (FPAM), and CPD (FIMM) records in the system, and ensure the timely dissemination of attendance certificates to all participants

• Office Management: Coordinated daily office operations, including scheduling, correspondence, and file management
• Customer Support: Provided exceptional service to clients and visitors, handling inquiries and resolving issues promptly
• Documentation: Prepared and maintained accurate records, reports, and documentation for internal and external use
• Meeting Coordination: Organized and facilitated meetings, including scheduling, arranging logistics, and preparing materials
• Administrative Tasks: Assisted with data entry, invoice processing, and general administrative support to ensure smooth office functionality

• Assisted customers via phone, email, and live chat to resolve inquiries, provide product information, and process orders
• Handled customer complaints and ensured timely and satisfactory resolutions
• Maintained accurate customer records and updated the database with relevant information
• Collaborated with other departments to streamline processes and improve customer service efficiency
• Received multiple commendations from customers for outstanding service