Victoria Agocoy

Victoria Bongat Agocoy Anti-Money Laundering Officer San Jose Del Monte, Bulacan,--Result oriented Senior officer with 13 years of experience in customer service across collections, disputes and fraud related issues with a broad knowledge of banking products and regulations. Facilitates continuous improvements across all levels of organization as a Process Squad member. Ardent in using domain knowledge to solve complex issues. Skills Leadership - Guides individuals through staff on-boarding training and side-by-side assistance as a Subject-Matter Expert for the Flex team. Stakeholder Relationship – Strong interpersonal and communication skills to work effectively with customers and stakeholders. Training and Development – work with training and quality team to identify knowledge gaps and provide timely refresher courses and feedback for the team. Work History 2015-04 - Current Fraud and Disputes Investigations Officer ANZ Global Service Operations (Manila) Inc, Quezon City Specializes in investigating potential fraud and dispute cases. Exhibits dynamic analytical and problem solving skills to identify true nature of a dispute and take the appropriate course of action. Analyses information to look for commonalities and trending relationships among fraud cases. Liaise with Analysts and Managers regarding detected/suspected fraud trends. Analyzes and actions cases with appropriate safeguarding steps to minimize losses to the bank. Responsible for ensuring timely, accurate case analysis to resolve Disputed Transactions covering Visa, Amex and MasterCard Schemes and guidelines, Code of Banking Practice and E-Payments Code timeframes. Conduct professional interviews with the customers and help resolve their concerns. Averaging 30 calls per day and exceeding expected productivity to address customer inquiries and concerns. 2012-08 - 2015-01 Collections and Financial Advisor HSBC Electronic Data Processing Inc.(Philippines), Quezon City Contact delinquent customers to obtain payments or negotiate appropriate resolutions within procedural criteria. Verifies and updates customer information and maintain documentation of all customer contact information via the online collection system. Ensure strict compliance across all government regulations, policies and procedures during case analysis and resolution. 2010-11 - 2012-08 Dispute Processing Associate HSBC Electronic Data Processing Inc.(Philippines), Quezon City Provide extra ordinary service to customers by resolving their queries and issues. Defuse irate customer and resolve challenging inquiries on the spot using negotiation skills while following the operational guidelines. Responsible for compliance with regulatory agencies and keeping current on Federal, State, Association, Industry and Company specific policies and procedures when handling assigned inventory of cases. Adhere strictly to compliance and operational risk controls in accordance with HSBC and regulatory standards policies and practices. Provice assistance in other areas within the Disputes Processing as needed while remaining fully knowledgeable of features, benefits, and procedure for all the products. 2008-05 - 2010-08 Customer Service Representative Sutherland Global Services Philippines Inc. (PayPal Account), Taguig Responsible for handling of general inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence. Proactively recommend and educate customers about product features and benefits. Answered constant flow of customer calls averaging up to 99 calls per day. Education 2004-06 - 2008-03 Bachelor of Arts: Political Science City Of Malabon University - Malabon City Thesis: Research work on Legislative Amendment to support incarcerated individuals, post prison. Certifications Financial Crime Essentials