RICARDO NEELEY
NASSAU,BAHAMAS
Summary
Professional in dispute fraud analysis and customer care with history of effectively identifying and mitigating risks. Known for precision in transaction monitoring and resolving complex issues. Prioritizes team collaboration and adapts seamlessly to changing priorities, ensuring reliable support and consistent results.
Overview
29
29
years of professional experience
Work History
Fraud and Dispute Analyst
Bank of The Bahamas
Nassau, Bahamas
01.2026 - 08.2026
- Analyzed customer disputes to identify root causes and recommend resolutions.
- Collaborated with cross-functional teams to streamline dispute resolution processes.
- Reviewed documentation for compliance with banking regulations and internal policies.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Used sound judgment and available resources to make well-informed decisions for case approval or denial.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Managed escalations from clients or other internal departments, addressing concerns in a timely and professional manner to maintain positive relationships.
- Managed high-volume caseloads, ensuring timely resolutions while maintaining accuracy and attention to detail.
- Enhanced customer satisfaction by promptly addressing concerns and providing clear explanations for dispute outcomes.
- Resolved disputes efficiently by analyzing transaction data and following established guidelines.
- Reduced fraudulent activity through diligent monitoring and investigation of suspicious transactions.
- Proactively sought feedback from team members on potential improvements to the dispute management process, fostering an environment of constant innovation and growth.
Branch Service Administrator - Cross Trainee
Bank of The Bahamas
Nassau, Bahamas
08.2025 - 01.2026
- Greeted, screened and directed customers and visitors, and performs ongoing monitoring of customer movement, particularly at the ATM.
- Assisted customers with forms, directions and other queries.
- Monitor movement of queries, cross sells all Bank products and services.
- Acted as a mediator for customers with complaints with all unresolved complaints channeled to the Assistant Manager, Service/Customer Experience Unit.
- Coordinated mail and packages by receiving and signing, sorting the pouch, making copies of airway bills and log sheets, locking/unlocking mail trays and assisting with distribution as necessary.
- Prepares and/or distributes reports by collecting data, completing the appropriate document, and/or distributing report to appropriate person. Examples may include
Absenteeism, Branch Traffic and Tardiness report. - Assisted Assistant Branch Manager of Service and other mangers in the branch with tasks, such as contacting customers.
- CASA account and Fixed Deposit accounts file custodian, ensuring that all new CASA and FD opened by the branch is filed securely daily.
- Completed monthly reviews of expired Not-for-Profit (NPO) registrations for the branch, contacting the NPO to submit NPO Registration Renewal and advising branch management
of status. - Assisted customers in pinning ATM cards.
- Performed general tidying, organization and replenishment functions, including making
certain customer sitting area is tidy. - Conducted inventory control by checking quantity and submitting reorders in the areas of lunchroom and stationery supplies.
- Performed a variety of other related duties including reporting facility malfunctions.
Customer Care Representative
Bank Of The Bahamas
Nassau, Bahamas
07.2019 - 07.2025
- Friendly and professional telephone skills.
- Experience working in sales environment where formal selling targets necessary are relevant.
- Team player with a strong client service mindset to provide to clients.
- Able to effectively listen and engage clients in conversation to understand and identify a resolution through sourcing information, matching an appropriate product or service or being that Liaison to the appropriate BOB partner to meet the client immediate financial need.
- In depth knowledge of procedures relative to Payment Card Centre operations and bank related services.
- Working knowledge of computers to use network, core banking applications and respond to emails as necessary.
- Oral and written communication skills to interact with clients and associates and to document information.
Call Center Representative
Bank of The Bahamas
Nassau, Bahamas
11.2017 - 07.2019
- Resolved customer inquiries efficiently, ensuring high satisfaction and swift issue resolution.
- Provided accurate product information, enhancing customer understanding and promoting sales.
- Collaborated with team members to streamline call handling processes, improving overall efficiency.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Card Fraud Monitoring Officer
Royal Bank of Canada
Nassau, Bahamas
06.2012 - 05.2016
- Reviews, verifies and analyzes transactions received daily and takes the appropriate procedures to avoid or minimize fraud in accordance to proactive fraud risk management and Visa risk managers and Master Card policies
- Responds to client telephone or email inquiries and provides support, advise and Fraud training with partners in Canada, the Bahamas, Cayman, Barbados and the Eastern Caribbean on Card fraud concerns with key relationships with Center Management, Other Team Leaders and Business Units
- Perform monthly trend analysis in conjunction with my reporting Manager for Management review
- Continued education on certification programs such as Fundamentals of Privacy and Security Training
- Program, Combating Money Laundering and Terrorist Financing
- Collect,analyzed and interpreted information, documentation associated with investigations.
Merchant Representative
Royal Bank of Canada
Nassau, Bahamas
09.2010 - 06.2012
- Retrieve, balance and process AMEX card and wire payments daily for American Express merchants under
- Local Government, Bahamas, Cayman, Turks and Caicos Islands
- Ensure that the daily Merchant Discount Reports are worked this included all Family Island deposit totals and
- Turks and Caicos deposit totals as well as discount fee totals
- Assist all of the Bank's merchants and service partners on behalf of Merchant Services whether by email or over the phone queries that can range in the following:
- Password setups for Merchants to receive daily email statements and end of the month to Statements on behalf of merchant if requested
- Refund request and processing purchases that merchant were unable to process or deposit inquiries alike on a daily basis
- Rectify any transaction errors committed by the merchant after confirmation by research
- Preparing and organizing the monthly report for the Merchant Service department which includes totaling for both new and lost merchants, processing volumes, number of merchant transactions and discount fees of the assigned respective regions
- Calculation of monthly fees for E-Commerce merchants.
Customer Service Representative
Royal Bank of Canada
Nassau, Bahamas
06.2005 - 09.2010
- Provides consistent service within established guidelines contributing to the achievement of both business and personal client service commitments respectively.
- Ensures all documents and data are reviewed for completeness, accuracy and refer any apparent issues and gaps to Team Leader. Takes ownership of client concerns, referring when necessary, building ownership and accountability at first point of contact escalations to Manager where required. Identifies and recommends service improvements to Team Leader. Supports revenue growth by reducing revenue leakage and focusing on other opportunity spotting initiatives. Met or exceeded service and quality standards every review period. Continued education on current services through Atlantis University Customer Service Excellence Leadership Workshop Client Service Representative, Processing credit card check payments, money orders, address all card queries for all walk in clients. Maintained balancing record with consistent rate of accuracy. Handled various accounting transactions for card operations. During the night shift all payments and transaction entries that are given on the date specified are posted under their respective transits and accounts card payments posted to G/L by the branches cash advances included all Bahamas, Cayman and Turks and Caicos Islands. Continued education on current services through Code of Conduct and Anti-Money Laundering), Privacy policy.
Client Service Representative
Royal Bank of Canada
Nassau, Bahamas
02.1998 - 06.2005
- Managed client inquiries, ensuring timely and accurate responses to enhance customer satisfaction.
- Developed strong relationships with clients, resulting in improved retention and loyalty.
- Process credit card check payments, money orders, address all card queries for all walk in clients.
- Handled various accounting transactions for card operations. payments and transaction entries that are given on the date specified are posted under their respective transits and accounts card payments posted to G/L by the branches cash advances included all Bahamas, Cayman and Turks and Caicos Islands.
Education
General Certificates in English Language, English Literature, HistoryRoyal Society of Arts Certificate in Mathematics Stage OneRoyal Society of Arts Certificate in Numeracy Stage OneBahamas Junior Certificates in English Language -
Nassau Christian Academy
Nassau, BahamasAssociate of Arts - Management
The College Of The Bahamas
Nassau, Bahamas07-1998
High School Diploma -
Nassau Christian Academy
Nassau, Bahamas05-1992
Skills
- Senior Leadership Support
- Customer Database Management
- Proficient in Microsoft Office
- Client engagement
- Client communication expertise
- Customer Service
- Inbound customer service
- Chargeback handling
- Customer data confidentiality
- Product knowledge
- Investigation techniques
- Credit card operations
Affiliations
American Society of Composers, Authors and Publishers
Timeline
Fraud and Dispute Analyst
Bank of The Bahamas
01.2026 - 08.2026
Branch Service Administrator - Cross Trainee
Bank of The Bahamas
08.2025 - 01.2026
Customer Care Representative
Bank Of The Bahamas
07.2019 - 07.2025
Call Center Representative
Bank of The Bahamas
11.2017 - 07.2019
Card Fraud Monitoring Officer
Royal Bank of Canada
06.2012 - 05.2016
Merchant Representative
Royal Bank of Canada
09.2010 - 06.2012
Customer Service Representative
Royal Bank of Canada
06.2005 - 09.2010
Client Service Representative
Royal Bank of Canada
02.1998 - 06.2005
General Certificates in English Language, English Literature, HistoryRoyal Society of Arts Certificate in Mathematics Stage OneRoyal Society of Arts Certificate in Numeracy Stage OneBahamas Junior Certificates in English Language -
Nassau Christian Academy
Associate of Arts - Management
The College Of The Bahamas
High School Diploma -
Nassau Christian Academy