Yves Gerard Bariuan

Manages member support operations end-to-end, handling complex accounts and escalations while developing SOPs and automation systems. Built Zendesk chatbot flows, AI Agent instructions, triggers, and macros that reduced repetitive ticket volume by 76%. Oversees credit operations workflows including E-Oscar dispute processing, FCRA-sensitive communications, and bankruptcy reviews. Supports fraud and dispute workflows for business partners using SentiLink and Socure. Conducts partner follow-ups to review product adoption and coordinates across Product, Engineering, Marketing, Compliance, and Risk teams for feature launches and regulatory alignment.

Served existing borrowers and prospective customers across Intercom, Front, and Zendesk, resolving account, application, and loan servicing inquiries in a fast-paced environment. Reviewed loan applications, verified information, assessed creditworthiness, and identified fraud risks during underwriting. Partnered with internal teams to identify process gaps and strengthen customer support procedures.

Managed high-volume inbound inquiries through email, phone, and social media while maintaining 90%+ service levels and supporting external team overflow. Mastered product knowledge and application processes. Processed email and mailing opt-outs for applicants and partnered lenders including Credit Karma, Lending Tree, and NerdWallet. Collaborated with product, engineering, and IT teams on new internal processes and documentation.