Monika Pala

I've worked for the Operations department together with AML, KYC and Claims in the Payments Team to improve and stabilised the procedures and general work flow. Principal duties: - Payment investigation of domestic and international funds transfer - Chargebacks and Fraud prevention - Reviewing and improving payment investigation and chargeback procedures

• Managing the defense of Fraud chargeback requests in order to minimize lost • Implementing and documenting new procedures and processes • Interacting with internal and external stakeholders to guarantee smooth resolutions in order to maintain good relationship and meet deadlines

I provided service within the areas of corporate and employee benefit programs including brokerage services for stock options, restricted stocks and purchase plans. My principal duties included: - Stock Options Exercise and Stock Purchase Sells - Control and follow up on International stock and fund transfers - Payment investigation

I provided service within the area of Citibank credit cards for the italian market My principal duties included: - Customer support and general inquiries - Lost&Stolen and complaints - Fraud prevention

Bachelor of Arts - BA in Foreign Languages and Literatures - English and Spanish History and Literature

Banking Accounting