Natalia Astor
Toronto
Summary
Experienced professional advisor dedicated to delivering results and fostering collaborative teamwork. Demonstrated expertise in strategic planning, problem-solving, and managing client relationships. Recognized for adaptability and reliability in fast-paced, ever-changing environments. Committed to providing impactful solutions and driving success in any advisory role.
Overview
11
11
years of professional experience
Work History
Senior Inbound Fraud Advisors
Bank of Nova Scotia (Scotiabank)
11.2021 - 10.2024
- Answer incoming calls from customers and respond to fraud-related inquiries
- Demonstrate your passion for superior customer service and use problem-solving skills to resolve issues
- Carefully review declined transactions and authorize any transactions that are deemed legitimate through analysis and customer verification
- Accurately complete online fraud reports and arrange card replacements for customers affected by fraud
- Lead / participate in the identification, development and implementation of new initiatives
- Contribute to and support a variety of projects and initiatives across the Fraud Management Group
- Participate in discussions with IT partners and vendors on requirements and solution design
- Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
Disputes Resolution Specialist/Supervisor
Bank of Montreal
03.2018 - 08.2021
- Responsible for handling of dispute / chargeback inquiries from customers and business partners through multiple channels including inbound calls, web applications and written correspondence
- Primarily responsible for the BMO Mastercard portfolio but may involve cross support to Diners customers
- Provide a high standard of professional, caring and friendly service while maintaining strict adherence to domestic and ICA regulations
- Attention to detail in probing, documenting and loading cases into dispute system
- Flexibility required to work all sides of chargeback including processing of 1st cycle and outbound calling for follow up for documentation from customers
- Ensure a high level of service so that accounts are retained and the image of the Bank is favorably maintained
- Responsible for initiating and completing monetary adjustments, utilizing good judgment
- Pro-actively promote Bank products/services
- Maintain knowledge of all new/existing BMO & MCW processes
MasterCard Customer Service Associate
Bank of Montreal
10.2017 - 03.2018
- Reviewed customer profiles and engaged customers on a needs-based conversation to identify potential opportunities and address credit card needs
- Followed through on the risk and compliance processes and policies to ensure we safeguarded our customers’ assets, maintain their privacy, and act in their best interests
- Supported required operational activities, including, but not limited to: inventory management, escalated service requests, followed up on customer applications, filed, opened & closed activities
- Focused on delivering a personal experience to all BMO, Harris, Diners Club customers
Sale Associate/ Cashier
GAP
11.2013 - 10.2019
- Communicates customer feedback and opportunities with the management team to improve the overall customer experience
- Deliver excellent customer service while processing purchases, returns, and exchanges
- Consistently treats all Gap customers and employees with respect and contributes to a positive work environment
- Accountable to contribute to the achievement of store goals and results
- Upholds the commitments to the company’s processes, values and Code of Business Conduct Collaborates with store team to develop innovative solutions to business needs
- Exceeds company expectations of customer service throughout the store with authentic interactions, offering solutions or ideas to customers, providing guidance on product fit and style, fitting room experience, loyalty programs, communication and execution
Education
Ontario College Diploma - Social Service Reform Worker Program
GEORGE BROWN COLLEGE
Toronto, ON06.2017
Ontario Secondary School Diploma -
ETOBICOKE COLLEGIATE INSTITUTE
Etobicoke, ON06.2016
Skills
- Client Support
- Effective Verbal Communication
- Technical Writing Expertise
- Driven Professional
- Dependable Team Member
- Flexible in Dynamic Environments
- Consistent Work Ethic
- Effective Multi-Tasking
- Proficient Under Pressure
- Experienced in Rapid Workflows
- Analytical thinking
Languages
English
Full Professional
Timeline
Senior Inbound Fraud Advisors
Bank of Nova Scotia (Scotiabank)
11.2021 - 10.2024
Disputes Resolution Specialist/Supervisor
Bank of Montreal
03.2018 - 08.2021
MasterCard Customer Service Associate
Bank of Montreal
10.2017 - 03.2018
Sale Associate/ Cashier
GAP
11.2013 - 10.2019
Ontario Secondary School Diploma -
ETOBICOKE COLLEGIATE INSTITUTE
Ontario College Diploma - Social Service Reform Worker Program
GEORGE BROWN COLLEGE
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