JELENA MOLOCNAJA

- Identified and analyzed customer behaviors to proactively detect and investigate suspicious activity that could indicate fraud or other financial crimes.

- Managed complex stakeholder inquiries and escalations regarding politically exposed persons (PEPs), ensuring adherence to regulatory requirements and mitigating potential reputational risk.

- Provided support to teammates through guidance, resolving challenging situations, and contributing to process improvement through reviews and participation in assigned projects.

- Ensured adherence to departmental standards for production, quality, and customer satisfaction, proactively implementing improvement initiatives and fostering a culture of excellence aligned with leadership's vision.!

- Contributed to continuous improvement by proposing and advocating for changes in product-related policies, procedures, and upgrades, while also identifying and raising customer care concerns with management.

- Ensured PayPal customer compliance with regulations and policies through comprehensive document review, violation identification, and clear guideline development.

- Engaged in cross-departmental collaboration to enhance adherence to established policies, aligning collaboration models for internal Compliance Departments overseeing EU and RU markets and implementing the operational framework of the First Line of Defense.

- Provided expert support and guidance to team members dealing with intricate customer challenges, working collaboratively to pinpoint underlying issues and establish proactive measures to reduce the likelihood of future occurrences.

- Delivered ongoing coaching and support to enhance the capabilities of teammates within the business departments and the broader ICA group.

- Performed KYC/KYB (Know Your Customer/Know Your Business) due diligence on assigned tasks, ensuring service level fulfilment.

- Reviewed high-risk accounts and applications for adherence to regulations and guidelines.

- Monitored tax escalations and conducted annual business account verifications.

- Provided cross-functional support to the EU Market, 3PL, and LATAM teams.

- Proactively proposed improvements to policies, upgrades, and workflows for optimal efficiency.

- Thrived in a fast-paced, non-segmented customer service environment handling a broad range of inquiries, including: account issues, chargebacks, claims, and compliance concerns; business accounts and fraud matters (limitations, unauthorized transactions, fraudulent activities).

- Demonstrated strong collaboration skills by working effectively across departments; contributing to daily reports and meetings; providing consistent support to team members at all levels, ensuring optimal performance.

- Effectively managed customer queries via social media platforms (Facebook, Twitter, etc.).

- Took ownership of special projects beyond regular duties, such as reducing the backlog of the name change queue and handling customer queries related to the Repeat Contact Rate (RCR) project for the European countries.