Episode 7:

Boosting Efficiency in Fintech: How Nomad Leverages Data-Drive CX and Fraud Prevention

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Summary

In this episode of CX Coffee Chat, Helio Sassioto Jr. Business Director at The Nest by Concentrix sits down with Rafael Lichtenecker, Director of Operations, Customer Experience, and Risk and Fraud at Nomad.

He discusses his journey and responsibilities at the company. He shares key initiatives that have impacted Nomad, strategies for operational efficiency and exceptional customer experience, proactive measures to mitigate risk and prevent fraud, fostering a customer-centric culture, and the tools and technologies that have improved operations and CX strategies.

He also talks about the future trends in the digital nomad and remote work industry and gives advice to aspiring professionals in operations, CX, and risk management.

Tune in to hear all about it!

MAIN TAKEAWAYS:

Rafael Lichtenecker’s journey from working in fintechs and startups to his current role at Nomad
Key initiatives that have significantly impacted Nomad, such as reducing account opening time and backlog
Strategies for operational efficiency and exceptional customer experience, including a data-driven mindset and close collaboration with technology and product teams
Proactive measures to mitigate risk and prevent fraud, such as working closely with the anti-fraud operations team and using AI tools
Fostering a customer-centric culture through engaged and developing teams and a focus on quality of service
Tools and technologies that have improved operations and CX strategies, including a robust back office and AI tools
Future trends in the digital nomad and remote work industry and how Nomad is preparing to stay ahead
Advice for aspiring professionals in operations, CX, and risk management: be ready to learn and embrace AI technologies

Chapters:

00:00 Introduction and Background
03:03 Responsibilities at Nomad
06:02 Strategies for Operational Efficiency and Exceptional Customer Experience
09:35 Proactive Measures to Mitigate Risk and Prevent Fraud
12:05 Tools and Technologies Improving Operations and CX Strategies
14:22 Advice for Aspiring Professionals in Operations, CX, and Risk Management