Carlos Alexander Granados Palomo

Core Task's Included:

Conduct account risk assessments across multiple platforms to identify fraud indicators, mitigate potential financial loss, and support fraud prevention efforts for PayPal and Honey (a PayPal company) operations.

Analyze large datasets and transaction activity to detect fraud patterns, emerging risk trends, and operational gaps, translating findings into actionable risk mitigation strategies.

Develop and present data-driven action plans during bi-weekly cross-functional meetings to enhance fraud detection systems and improve risk prevention tools.

Create and maintain process documentation, training materials, and review guidelines to standardize investigation workflows and reduce incomplete or inconsistent case reviews.

Handle high-value escalations related to merchant accounts, performing in-depth investigations, risk evaluation, and resolution while maintaining compliance with internal risk policies.

Collaborate with cross-functional teams (Risk, Fraud, Merchant Support, and Operations) to strengthen fraud prevention processes and improve operational efficiency.

• Team Leadership (Remote Management): Selected to serve as Team Lead during the COVID-19 transition to remote operations, managing a newly formed team working remotely for the first time. Led initiatives to maintain team engagement, collaboration, and morale, fostering a positive virtual work environment and supporting employee retention and reduced attrition.
• Coaching & Performance Management: Conducted daily quality assurance (QA) reviews and performance evaluations to ensure adherence to operational standards and KPIs. Provided individual coaching, performance feedback, and goal-setting strategies to improve productivity, quality metrics, and overall team performance.
• Career Development & Talent Growth: Promoted internal career mobility by organizing Side-by-Side (SbS) training sessions and cross-team shadowing opportunities, enabling team members to develop new skills, expand operational knowledge, and prepare for internal promotions and career advancement.
• Operational Collaboration: Participated in process improvement initiatives, including fraud prevention tool enhancement meetings, quality calibration sessions, and management huddles, contributing insights to improve operational efficiency, consistency in quality standards, and team performance outcomes.

• Delivered high-quality customer support by assessing customer needs, resolving inquiries, and recommending appropriate products and services to enhance customer satisfaction and retention while maintaining strict adherence to company policies and procedures.
• Assisted customers with credit-related services, including new account creation for authorized relatives or referrals, guiding clients through the credit validation and application process.
• Performed credit verification procedures, including running customer credit checks, completing identity verification protocols, and conducting credit validation questions to ensure compliance with internal risk and lending guidelines.
• Maintained strict compliance with data protection, payment security, and customer information privacy policies, ensuring the safe handling of sensitive financial and personal data.
• Followed regulatory and internal compliance standards related to financial services, account security, and payment processing.