Amin Wehbe

Manager, Business Infrastructure & Automation Initiatives

• Responsible for integrating, supporting and executing transformational initiatives for credit and collection system workflow tables focused on Canadian, US and Caribbean Portfolios.
• Supporting business as usual (BAU) processes and the delivery of the department/functions goals and objectives, while managing against business plan, operational/credit risk mitigation and enhancing the client experience.
• First point of contact for collection systems CACS, TSYS. and Third Party Applications and maintain a stream-lined one touch investigation.
• Business Analytics - executing changes initiatives across Collections Technology and Operations
• Maintain and create Infrastructure job aids for all lines of businesses
• Supporting current system automation and leading, identifying, designing cross functional initiatives to enable the Risk Operations Roadmap
• Lead and execute change while supporting employees through proactive communication. issue resolution and effective decision-making
• Adhere to Project Management Framework, ensuring strategic goals and objectives are accomplished within approved time frames.

Operations Specialist - Cards Investigation Transaction Services

• Responsible for actively providing expertise and consultative services regarding credit card related policy, procedural, and navigational support to internal partners and cross functional teams; branch representatives, customer service officers, credit specialists, private bankers, credit adjudication team and victims of account takeovers.
• Assisted various departments with change by communicating new improvement plans and expectations.
• Providing expertise in credit card balance, interest and payment calculation. Submitting credit bureau corrections and account re-aging requests when applicable if delinquent accounts were due to bank error
• Conducted root cause analysis in deficient areas to identify and resolve central issues.
• Constantly identifying and recommending modifications and strategies necessary for continuing the success of banking product and services

Supervisor-Help Desk Agent

• Supervisor on floor; second point of contact for client escalations in both identifying and resolving client security concerns
• Performing complex fraud processing activities that require extensive product knowledge, analysis, decision-making and investigative skills
• Specialist in following exclusives work types anchored to dedicated experts core teams; private banking and high networks, cards portfolio digital portfolio provision and risk mitigation
• Actively providing sound advice to clients that have been victims of account takeovers or how to avoid in future; sim-swaps, phishing emails and calls, mail tampered with any account/government information

Inbound Fraud Agent

• Filing credit card claims and issuing payouts
• Consistently ready to answer inbound calls and making every effort to keep these interactions within expected efficiency targets while delivering necessary information accurately to clients
• Accountable to follow all established workflow, policies, procedures, and guidelines
• Providing sound advice to clients, taking appropriate actions in securing credit card accounts and preventing fraud losses
• Referring or escalating to appropriate areas of expertise in effort to further investigate potential risk when necessary