Kristina Ong
Collections Specialist | Fraud & Disputes Specialist | Financial Operations Professional
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About
Highly experienced financial services professional with 15+ years of experience across collections, fraud and dispute resolution, account investigations, and customer operations. Proven ability to manage high-volume, high-risk cases, negotiate payment solutions, ensure strict U.S. regulatory compliance, and deliver positive customer outcomes. Detail-oriented, results-driven, and well-versed in handling sensitive financial conversations in regulated environments.
Experience
Senior Coordinator – Fraud & Disputes Operations Case Investigation at CAPITAL ONE PHILIPPINE SUPPORT SERVICE CORP. (2015-10 – Present)
- Handle high-complexity fraud and dispute escalations, including unauthorized transactions, billing disputes, and account investigations
- Conduct in-depth transaction reviews and account analysis to determine liability, mitigate losses, and protect customer and company interests
- Deliver clear, compliant resolutions while strictly adhering to company policies and U.S. federal regulations
- Manage sensitive financial conversations with professionalism and empathy, maintaining customer trust and satisfaction
- Identify and monitor suspicious or high-risk account activity, preventing potential financial losses
- Maintain accurate, audit-ready documentation, including investigation notes and supporting evidence
- Collaborate with internal teams to achieve efficient and timely resolution of escalated cases
- Assist customers with billing inquiries, account clarification, and online banking troubleshooting, reducing repeat issues
Financial Consultant / Collections Specialist (Telstra Account) at TELETECH CARE MANAGEMENT (2010-09 – 2015-09)
- Managed high-volume inbound and outbound collection calls for delinquent Telstra accounts
- Contacted customers with past-due balances, negotiated payment arrangements, and secured repayment commitments
- Developed amicable settlement plans aligned with customer financial situations and company recovery goals
- Conducted skip tracing and background research to locate hard-to-reach account holders
- Resolved billing inquiries and disputes, reducing repeat delinquency
- Ensured strict compliance with collection policies and state and federal regulations (FDCPA-aligned)
- Consistently met or exceeded monthly collection targets and call performance metrics
- Maintained accurate records of customer interactions, promises to pay, and follow-ups
Education
B.S. Business Administration
