Fruda Pumbulu

Handle incoming customer calls to address inquiries and provide resolutions.

Assist customers with billing, payment processing, and account updates. Resolve customer complaints and escalate issues when necessary.

Provide information about products, services, and policies.

Maintain accurate and detailed records of all customer interactions.

Meet performance targets, including call handling time and customer satisfaction. Work collaboratively with team members to improve customer support processes.

Stay updated on company policies, products, and services to provide accurate information.

Start, stop and move service for residential and businesses

• Maintained accurate and up-to-date records in accordance with data protection regulations.
• Conducted thorough due diligence checks and risk assessments on new and existing clients to ensure compliance with KYC, AML and other regulatory requirements
• Reviewed and analysed client documentation including identification documents, financial statements, and business registrations to verify identity and source of funds Identified potential high-risk clients and escalate cases to the compliance team for further review and enhanced due diligence (EDD)
• Collaborate with cross-functional teams, including compliance, and risk management, to resolve complex cases and implement best practices

• Managed incoming calls from customers with inquiries about financial products, including loans, cards, money transfers and bill payments
• Provided detailed information about financial products, helping customers understand features, benefits, and requirements to qualify
• Guided customers through the process of opening, closing, and managing their financial accounts
• Assisted with balance inquiries, payments, and transactions
• Resolved customer concerns, payment issues, and money order creations Escalated relevant departments when necessary
• Maintained accurate records of customer interactions, transactions, and inquiries in the company's systems, ensuring compliance with regulatory requirements