Karlo Balingcongan
Risk Analyst – Behavioral Pattern Specialist
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About
Versatile professional with 10+ years in customer service, technical support, and risk management. Skilled in handling chat, email, inbound/outbound calls, and back‑office tasks using leading platforms such as Intercom, Zendesk, Salesforce, Slack, Jira, Google Workspace, Gmail, Stripe, and LexisNexis. Experienced in supporting clients, resolving escalations, and coordinating with internal teams to deliver seamless virtual assistance.
Experience
Risk Analyst – Behavioral Pattern Specialist - Atlas © Exto Inc - Remote, Philippines
(2025 - 2026)
- Supported clients via Intercom (chat), email, inbound/outbound calls.
- Collaborated with internal teams using Slack, Jira, Google Workspace.
- Monitored transactions and conducted compliance reviews (AML/KYC, EDD).
- Delivered clear communication to clients while documenting findings.
Fraud and Disputes SME - Task US - Quezon City
(2024 - 2025)
- Handled customer interactions via Zendesk (chat/email), inbound/outbound calls.
- Managed escalations including managerial call handling.
- Coordinated with teams using Slack, Retool, Gmail.
- Provided coaching and training to junior staff.
KYC | Fraud and Risk Investigator - Remitly - Mandaluyong
(2021 - 2023)
- Assisted customers via Salesforce (chat/email), inbound/outbound calls.
- Used Slack, Jira, Gmail, Stripe, LexisNexis for case management and compliance.
- Investigated fraud, identity theft, and suspicious activity.
- Collaborated with law enforcement and internal teams for resolution.
Technical Support Representative - TPG Inc - Pasig City
(2020 - 2020)
- Delivered customer support via phone, email, and live chat.
- Handled escalations and ensured client satisfaction.
Business Development Specialist - Microsourcing - Pasig City
(2018 - 2019)
- Managed client communications via email and calls.
- Created tailored proposals and tracked progress reports.
Customer Service Representative - Alorica | CNX - Quezon City
(2014 - 2018)
- Provided inbound/outbound call support.
- Resolved customer inquiries and built strong client relationships.
Cashier - Aramark – Citi Field, NY Villa Liquors - Garden City Park, NY
(2009 - 2009)
- Delivered customer service, processed transactions, and resolved complaints.
Education
Bachelor of Science - Computer Science (Undergraduate) - STI Fairview College (2010 - 2014)
Secondary Education - Good Shepherd Cathedral School (2006 - 2008)
