Joyleen Zvikomborero Mutimbidziri
Summary
Experienced business banking specialist with 3 years of frontline support in the fintech industry. Currently excelling in providing support for payment terminal users in the US and Canada. Skilled in supporting KYC and risk assessment processes for North American merchants, investigating account takeovers, escalating suspicious activity, and guiding merchants through fraud recovery. Additionally, provided technical support via phone and email, troubleshooting hardware/software compatibility and payment issues while escalating unresolved issues when necessary.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Business Banking Specialist
Foundever
01.2024 - Current
- Delivered frontline assistance to US and Canada merchants using banking products via phone and email.
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Presented products and services to customers using in-depth knowledge to answer questions related to cash and check deposits.
- Facilitated client onboarding for savings and checking accounts.
- Maintained an up-to-date understanding of banking products and services, providing accurate information and recommendations to clients.
- Resolved issues related to loan and credit card repayments and hardware financing monthly payments.
- Assisted clients in navigating loan applications, ensuring all documentation was complete and compliant with regulatory requirements.
- Resolved discrepancies in financial balances.
- Assisted with Credit card and Debit card disputes.
- Assisted Merchants with debit cards and credit cards inquiries.
Risk Specialist
Foundever
09.2022 - 01.2024
- Performed KYC verification for merchants across North America and Canada, maintaining adherence to internal and regulatory standards.
- Resolved numerous fraud-related inquiries, such as account takeovers, suspicious transactions, and KYC discrepancies, while adhering to AML and GDPR regulations.
- Coordinated with compliance teams to prepare and submit Suspicious Activity Reports (SARs).Collaborated with Risk, Fraud, and Collections teams to address complex cases.
- Monitored customer activity for red flags, escalating high-risk cases in line with internal compliance protocols.
- Collaborated with cross-functional teams to establish best practices for chargeback prevention and mitigation.
- Provided guidance on policy updates, industry regulations, and best practices pertaining to chargebacks and related issues.
- Handled chargebacks cases including the submission of documents and ways to avoid disputes and best practices.
Customer Service Representative
Foundever
06.2022 - 09.2022
- Resolved financial, technical, and tax inquiries for American and Canadian merchants via phone support through various channels, including phone, email, and chat, maintaining professionalism under pressure.
- Utilised sales techniques to offer tailored solutions, boosting customer interaction.
- Troubleshooted payment processing errors, device pairing, and software/hardware issues, escalating cases when necessary.
- Handled refund processes and addressed issues related to hardware returns.
- Handled billing issues for subscription services.
- Resolved balance discrepancies and transfer issues.
Accounting Lntern
Throttle Clothing
05.2021 - 07.2021
- Assisted in the preparation of monthly financial reports, ensuring all data was accurate and timely.
- Participated in budgeting activities by providing relevant financial information and analysis using excel.
- Created and managed invoices, tracked inventory.
- Ensured accuracy of financial records and assisted in day-to-day finance operations.
Education
Bachelor of Business Management - Project Management
Vistula University
Warsaw10.2024
High School Diploma - Business and Accounting
Watershed College
Marondera11.2020
High School Diploma - O level
Watershed College
Marondera10.2018
Skills
- Customer Verification (CDD & KYC)
- Technical Troubleshooting
- CRM Tools (Salesforce, Slack, etc)
- Phone and Email Communication
- Team Collaboration
- Clear and Effective Communication
- Computer Skills
- Microsoft Office
- Analytical Thinking and soft skills
- Administrative Support
- Customer Service
- Problem Solving
- Multi-tasking
- Technical Support
- Financial Product Knowledge
- Risk & Fraud Management
Certification
- I.T. Project Management for Beginners: A Step-by-Step Guide
- Basics in Human Resource Management
Languages
English - Native
Timeline
Business Banking Specialist
Foundever
01.2024 - Current
Risk Specialist
Foundever
09.2022 - 01.2024
Customer Service Representative
Foundever
06.2022 - 09.2022
Accounting Lntern
Throttle Clothing
05.2021 - 07.2021
Bachelor of Business Management - Project Management
Vistula University
High School Diploma - Business and Accounting
Watershed College
High School Diploma - O level
Watershed College
Similar Profiles
Alyza Marie AlmonteAlyza Marie Almonte
Technical Support Engineer at FoundeverTechnical Support Engineer at Foundever
Bianca ZendejasBianca Zendejas
Member Service Representative/ USAA at FoundeverMember Service Representative/ USAA at Foundever
Dustin WalkerDustin Walker
Senior Operations Director at FoundeverSenior Operations Director at Foundever
Lorena ConsuegraLorena Consuegra
Global Customer Experience Operations Manager at FoundeverGlobal Customer Experience Operations Manager at Foundever
Vanessa Aloyce MrossoVanessa Aloyce Mrosso
Business Banking Specialist at Foundever (Square Inc)Business Banking Specialist at Foundever (Square Inc)