• Monitor & Decision Transactions – Review the real-time payment request queue, approving, declining, or holding transactions in accordance with risk thresholds and playbooks. • Investigate & Resolve Payment Issues – Troubleshoot transaction failures, liaise with PSPs/banks, and coordinate internal fixes to minimize customer friction and downtime. • Chargeback & Alert Management – Action accounts for chargebacks, compile evidence packages, and track dispute outcomes, escalating atypical patterns to Fraud and Risk leadership. • KPI Tracking & Reporting – Maintain and analyze dashboards on acceptance rates, processing times, chargebacks, fraud losses prevented, and refund SLAs; present weekly insights and improvement recommendations. • Regulatory & Network Compliance – Ensure adherence to PCIDSS, card network rules, and jurisdiction specific licensing conditions; contribute to audit preparations and regulator reporting. • Cross Functional Collaboration – Partner with Compliance, AML, Fraud, and Customer Support to align payment flows with risk mitigation strategies and outstanding customer service. • Process Improvement – Recommend rule adjustments, automation opportunities, and provider enhancements to reduce manual review, false positives, and operating costs. • Other duties as assigned.

• Responsible for facilitation with all product lines and Business Units, research on internal administrative systems and responding to regulatory, executive and consumer complaints. • Capable of driving continual improvement and impacting a productive work environment. • Deliver outstanding customer service in a dynamic environment. • Advocate for consumers by utilizing investigative and analytical skills to assist with complex issues which have escalated to formal complaints. • Research and resolve a broad range of consumer grievances and regulatory agencies inquiries effectively with varying levels of management across AIG. • Communicate strong verbal and written communication skills in response to consumer and regulatory agencies by email, phone and written methods. • Be a self-starter and work with minimal supervision. • Thrive in a fast paced and changing environment.

• Design, implement and configure cloud environments, including virtual networks, compute instances, storage, databases and managed services according to the organization’s needs and requirements; • Develop automation scripts and infrastructure-as-code (IaC) templates to provision, configure and manage cloud resources automatically, using tools such as Terraform, Ansible or CloudFormation; • Monitor cloud resource performance and utilization, identify optimization opportunities and implement adjustments to ensure operational efficiency and cost control; • Implement security and compliance practices in cloud environments, including access controls, data encryption, threat detection and response, and compliance with security regulations such as LGPD, ANVISA, HIPAA, among others; • Manage IAM policies to control access to cloud resources; • Develop and implement backup and disaster recovery strategies to protect data and ensure continuous service availability in case of failures or interruptions; • Collaborate with multidisciplinary teams, providing technical support and guidance to developers, solution architects and other stakeholders, ensuring effective integration of cloud solutions with existing systems.

• Analyze and document business and system requirements in collaboration with stakeholders • Translate requirements into user stories, process flows, and acceptance criteria • Facilitate requirement workshops, stakeholder interviews, and gap analysis • Ensure the product backlog is well-defined, prioritized, and aligned with business goals • Support testing activities by defining test scenarios and validating outputs • Facilitate daily stand-ups, sprint planning, retrospectives, and reviews • Monitor sprint progress and team velocity, identify blockers, and foster resolution • Coach the team in Agile values, principles, and best practices • Promote collaboration, accountability, and transparency within the team • Track and report key agile metrics to leadership