Lorentina Haliti

Assisted customers with account management, payment issues, bonuses, promotions, and responsible gaming queries while adhering to company policies and regulatory requirements.

Verified customer identities and documentation in line with Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements, ensuring compliance with regulatory standards.

Processed and investigated deposit and withdrawal requests, resolved payment-related issues, and liaised with payment providers to ensure timely transactions.

• Handled client inquiries via live chat, email, and phone regarding trading accounts, deposits, withdrawals, and platform usage
• Assisted clients with MT4/MT5 platform navigation, order placement, and basic technical issues

• Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
• Answered and directed incoming calls to relevant staff members using multi-line telephone system.
• Carried out basic day-to-day administrative tasks to support staff needs.
• Responded to enquiries from clients, vendors and members of public.

• Processed payments from customers using a variety of methods such as credit cards, cash or checks.
• Monitored competitors' prices and offerings to maintain competitive edge in the market.
• Provided customers with detailed information about travel destinations and packages.

• Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
• POS problems: Assists in daily work for POS requests from branches.
• Checking POS and fixing technical problems as needed.