ANA LAURA CANDIA

• Collaborate with clients to understand their needs, goals, and priorities
• Develop and maintain strong relationships with clients and internal business units
• Act as a liaison between clients and internal teams to ensure all client needs are met
• Identify and respond to client inquiries and concerns in a timely and professional manner
• Research and resolve any client issues or complaints
• Confirm and validate merchant bank account changes
• Support internal customers
• Manage 20+ cases per merchant requests
• Participate in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
• Resolve complex account issues for clients, ensuring a high level of satisfaction and retention.
• Enhanced team productivity by collaborating on projects, sharing knowledge, and addressing issues promptly.
• Maintained confidentiality of sensitive client information, adhering strictly to company policies regarding privacy protection.
• Consult with outside parties to resolve discrepancies and create expert solutions.

• Access all required documentation prior to beginning validation
• Validate Legal Entity CIP information according to Merchant Application and complete multiple modules
• Validate Beneficial Ownership Structure according to Merchant Application/Owner Officer Addendum(s) and complete multiple modules
• Collaborate with Business Development Specialists when required to pend for mismatched or further information
• Perform analytics and provide reporting
• Access multiple internal Chase applications and complete data entry within Database
• Upload necessary documentation to PEGA/Navigator and ensure completion
• Report progress status as required
• Record findings and provide supporting documentation to enrich each KYC NAICS case
• Scanned documents and saved in database to keep records of essential organizational information.

• Strong analytical and problem-solving skills with the ability to make swift, sound decisions regarding account transactions
• Walk callers through basic technical troubleshooting, new terminal set-ups, and ensured customer obsession was seen in ensuring the caller understood how to handle this issue in the future to avoid callbacks
• Efficiently handled inbound customer service and general technical troubleshooting
• Access multiple Chase applications to verify caller, gain understanding of their product, and provide meaningful solutions
• Rebuild download files and reprogrammed credit card terminals as needed for troubleshooting and replacements.

• Designed electronic file systems and maintained electronic and paper files per each client/case
• Received and sorted incoming/outgoing correspondence and packages to record, dispatch, or distribute to correct recipient
• Managed the day-to-day calendar for multiple paralegals and lawyers
• Manage detainee visits in person and video for immigration and criminal cases
• Coordinate files and have them ready a day before court date
• Managed emails and faxes from clients
• Dispersed incoming mail to correct recipients throughout the office.

• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
• Maintained the front desk and reception area in a neat and organized fashion
• Designed electronic file systems and maintained electronic and paper files
• Managed the day-to-day calendar for the company's senior director
• Accountable for company's some accounts payables & accounts receivables
• Assisted coworkers and staff members with special tasks on daily basis
• Responsible for the process of some business licenses that the state and city requires on behalf of client
• Property management of 3 HOA tenants- accounts receivable, accounts payable, contract writing, register properties and coordinate and manage the maintenance of the common areas.

• Going above and beyond to help out brand new merchant and their banker
• Researched and found the paperwork, to get the merchants account on track
• Putting the merchants mind at ease and be funded soon
• Exceeding productivity of our team.

• 2nd Quarter: Rising to the challenge and supporting the clients during unprecedented incident
• 2nd Quarter: Building Lasting Relationships
• Bilingual call: Quickly identified the issue(error), merchant asked for the survey to rate great customer service.

• Recognitions : 3rd Quarter
• Make a connection, helped finishing the project on time 'Think outside the box challenge'.

● Canvassing in the phoenix community: Volunteered in helping the communities to register to vote.

• Update database of "Be a leader" foundation high school student participants
• Newly accepted mentor for disadvantaged and minority students (“Participants”) to help them develop their talents and abilities.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.