• Resolved customer disputes and sensitive account issues with a focus on accuracy, discretion, and regulatory compliance.

• Collaborated cross-functionally to investigate operational issues, ensuring timely resolution of escalations.

• Leveraged internal tools and emerging generative AI capabilities to enhance fintech workflows.

• Conducted thorough KYB/KYC verification and due diligence reviews to support onboarding processes and ongoing risk assessments.

• Performed sanctions screening and investigated potential risk indicators in alignment with internal compliance standards.

• Manage full sales cycle from client vetting to confirming deals, resulting in increased revenue.

• Utilized in-house CRM to collect, organize and manage sales data and customer information.

• Build and strengthen relationships with new and existing accounts to foster long-term partnerships.

Collaborated with cross-functional teams to ensure seamless client onboarding and ongoing support.

• Provided guidance and support to real estate agents on effectively utilizing the UpNest platform to connect with potential clients

• Make successful connections between consumers and real estate professionals to move the business forward and break records

• Demonstrate the ability to answer high volume inbound calls and make outbound calls and provide superior service to consumers

• Ability to determine the needs of our clients through effective listening and questioning skills

• Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

• Provided suggestions for process, application or documentation improvement

• Responded to all client inquiries and asked appropriate questions to facilitate resolution

• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls

• Keep stakeholders up to date on details and information regarding clients

• Delivered outstanding service to clients to not only maintain but to extend relationships for future business opportunities

• Interacted with team members across departments to resolve customer issues

• Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs

• Communicated with vendors regarding back order availability, future inventory and special orders

• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals

• Reduced process inconsistencies and effectively trained team members on best practices and protocols

• Maintained up-to-date knowledge of product and service changes

• Built long-term, loyal customer relations by providing top-notch service & detailed order, account and service information

• Evaluated customer information to explore issues, develop potential solutions & maintain high-quality service

• Created and maintained a detailed database to develop promotional sales

• Investigated and resolved customer inquiries and complaints quickly

• Developed, implemented, supported and maintained data analytics protocols, standards and documentation

• Prepared written summaries to accompany results and maintain documentation

• Set up and control user profiles and access levels for each database segment to protect important data

• Tested programs and databases to identify issues and make necessary modifications

• Tested hardware and software within a tightly controlled sandbox environment prior to release to production

• Developed and executed comprehensive test plans and workforce breakdown structures for complete systems

• Analyzed test results and prepared system-level evaluation reports to verify and validate system performance

• Collaborated with senior partners to verify presence and integration of automation capabilities into developed software

• Solved hardware and software interface issues, enabling improved integrity of the entire system

• Wrote high-quality test cases and scripts for use with Selenium automation software

• Reviewed test plans and procedures for adequate coverage of system requirements

• Worked closely with Developers, Product Management, BA and Technical Support team to assure comprehensive communication across all team members