Russel Marvin Magweva

Key Responsibilities & Achievements:

• Transaction Investigation & Resolution: Led in-depth investigations into rejected transactions across various payment gateways, including third-party acquirers like AMEX, Barclays, Elavon, and Fiserv, as well as Planet as the acquirer. Identified root causes of rejections and implemented corrective actions to ensure successful transaction processing.
• Process Optimization: Developed and implemented strategies to mitigate recurring transaction rejection issues, improving overall processing efficiency and reducing the rate of payment exceptions.
• Resubmission & Merchant Support: Coordinated the resubmission of corrected transactions, ensuring merchants received timely payments. Maintained constant communication with merchants, providing real-time updates on the status of investigations and resolutions.
• Manual Transaction Adjustments: Managed manual transaction adjustments, including DCC refunds, tax reversals, and credit/sale adjustments. Facilitated these adjustments on behalf of merchants, particularly in instances where technical issues arose.
• Team Leadership & Training: Oversaw the performance of junior Payment Exceptions Officers, providing guidance and training to enhance their skills and ensure smooth transaction processing. Acted as a point of escalation for complex cases, ensuring timely resolution.
• Cross-functional Collaboration: Worked closely with technical teams, acquirers, and other stakeholders to resolve complex transaction issues, ensuring the smooth flow of payment processes and minimizing disruptions for merchants.
• Data Analysis & Reporting: Analyzed transaction data to identify patterns and trends in rejected transactions, providing actionable insights to management for process improvements and risk mitigation.
• Compliance & Quality Assurance: Ensured all transaction investigations and resolutions complied with industry regulations and company policies. Maintained high standards of accuracy and integrity in all adjustments and resubmissions.
• Efficiency Improvement: Streamlined the exception handling process, reducing the average resolution time for rejected transactions by 65% and improving merchant satisfaction ratings.
• Risk Mitigation: Successfully identified and corrected recurring issues that were causing high rejection rates, reducing overall transaction rejections by 65% over [Y] months.
• Training & Development: Spearheaded the training program for junior officers, leading to a 65% improvement in team performance metrics and contributing to a more efficient transaction process.

• Skilled in conducting investigations, fraud detection, and regulatory compliance auditing.
• Deep understanding of AML regulations and extensive experience in sanctions screening, transaction monitoring, and regulatory reporting.
• Strong expertise in compliance, risk assessment, due diligence, and financial crime detection.
• Proven track record in customer due diligence (CDD) and enhanced due diligence (EDD) processes. Detail-oriented with strong financial intelligence analysis skills.
• Employing a variety of internal and external tools and databases, assist with research and examination of potentially questionable clients through the use of pivot tables on excel.
• The review/investigation results should be documented, reported, and case files with the necessary supporting documentation should be created revealing evidence on excel sheet.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Assist the AML team in drafting a clear and succinct summary of the investigation's findings.
• Proficient in using AML software/tools (e.g., Actimize, Mantas) and implementing compliance frameworks.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed, Worked flexible hours; night, weekend, and holiday shifts.
• Inform top management of the next actions to be taken and make suggestions for the best course of action (retention of the relationship, termination, Suspicious Activity Report (SAR)).
• help the AML team manage risks by examining the underlying causes of problems and their effects on the company.

• Provide help and guidance for agents who are facing different professional challenges, tracking CSATS
• Notice agents' strengths and instruct them how to make the best out of their strengths
• Discover agents' motivation and help develop their skills, Create and present reports for senior management
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.

• Effective Communications skills both verbal and written, supporting a credit card processing company monitoring and analyzing transactions providing explanations to the merchants' transactions
• Ability to clearly communicate technical problems in a short and concise manner
• Skills in written (e-mail) communication and Focus on deadlines
• When necessary, communicate and cooperate with coworkers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Provided primary customer support to internal and external customers.
• Provided information regarding charge accounts and loyalty programs.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded proactively and positively to rapid change.