Chantal Palmer

Communicate professionally with clients via outbound and incoming calls to resolve billing issues and negotiate payment arrangements.

To reduce outstanding accounts receivable balances by diligently following up on overdue payments.

To support month end closing activities by reconciling accounts and analyzing trends in account performance.

To ensure the accuracy of customer records in internal systems by updating contact information.

• Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
• Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
• Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
• Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
• Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.

• Analyzed performance metrics to identify trends, anticipate churn, and implement targeted interventions for at-risk accounts.
• To develop and implement strategies to retain existing clients, and enhance customer loyalty.
• Monitored industry trends to proactively address potential challenges impacting the client base and inform retention strategies accordingly.
• Serve as the main point of contact for key accounts, ensuring satisfaction through regular communication and issue resolution.
• Collaborate cross-functionally with Sales, Customer Support, and Product Teams to deliver a seamless customer experience.