Sr.Quality Analyst HSBC Process Retail Banking

Concentrix Daksh India Services Pvt Ltd / Bangalore/ Mar 2021- Present Lead Operations- Sr. Transaction Processing Risk & Compliance- SME• Communicate effectively with individuals/teams in the program to ensure high quality and timely resolution.• Clarify customer requirements; probe for and confirm understanding of requirements or problem• Utilize standard procedures when resolving customer issues or performing research• Prepare complete and accurate work including appropriately notating accounts as required• Maintain basic knowledge of client products and/or services.• Operate Applications and Database to key and/or verify information.• Research and Investigate FRB Complaints filed by the customer related to the account that was not resolved at the time of Interaction with the Customer Service Representative and other external departments.• Also have been promoted as an IDP -Quality Analyst • Having 25 Team members aligned under me for Hygiene and Compliance Audit and Monitoring • Auditing and monitoring Customer Service Inbound calls and research and Investigation on Complaints processed by advisors.• Providing feedback on the audit and monitoring conducted.• Active participation for Client and Internal Call Calibration • Active participation on Client calls in regards to updates, to identify and highlight process gaps and necessary requirements for improvements and meet the set targets by the clients and company.• Preparing for RTL (Relieving Team Lead) role

• Performing Investigations on SAR / UAR (Unusual / Suspicious Activity Report) • Investigating and assessing the risks possessed by a user / main suspect account as well as monitoring and regulating higher risk activities • Communicate with regulators and auditors regularly with Risk based model of Investigation to explain the risk monitoring, control, and prioritization techniques • Regularly report information that illustrate the overall performance of the account in terms of risk mitigation • Regularly examine data and solutions to verify all AML regulations are met • Complete understanding of AML, Reporting, Offboarding with SAR / Off boarding without SAR • Maintaining a good knowledge of potential Red Flags regarding the client and work types across the jurisdictions within which the firm’s clients are based • Carrying out Client due diligence using a wide range of databases and search to identify PEPs, SIPs, and sanctions (including analyzing documents provided by clients and advising whether further information or enhanced due diligence is required) • Ensuring prompt escalation of any compliance risks or issues within the team • Excellent communication skills • Working on Fraud Investigation Reports

Arctern Pvt Ltd / Bangalore/ Jan 2021-Mar 2021Sr. Benefits Specialist (Contract -3 Months)- Work from Home• Ensure accurate and timely validation and processing of sick pay, holiday pay, PTO, longevity payouts.• Ensure accurate set up and processing of per diem and salary exempt.• Gain understanding and expertise in Volts Pay-Bill Processes.• Compile and publish metrics pertaining to compliance team functions.• Identify trends and recurring issues, if any, based on compliance review and escalate as necessary for process improvements.• Participate in internal audit reviews as required.• Communicate with corporate departments, branches and customers/vendors as needed to improve processes, and to satisfy customer/vendor requirements.• Follow established policies and procedures to ensure all processing deadlines are met, inform supervisor in a timely manner if any deadlines are at risk.• Compile and keep up to date policies and procedures (Min. Wage, Sick Pay Plans), and all desktop documentation.• Provide Customer Service both internally and externally, in an efficient and effective manner.• Problem Solve and Resolve issues/concerns as they arise on a proactive basis with branch staff, corporate staff, Customers, and in-house staff as needed. Notify supervisor if issues cannot be resolved in a timely manner.• Perform all other duties as assigned and as required for the quality performance of Shared Accounting Services.• Take part in Internal and Client Call Calibration

Trained on 3 Ques: Debit & Credit cards, Check Forgery, Digital banking fraud. Identity theft, ACH and Wire Transfer Claims. Advised customers on calls and email interactions per day giving detailed, personalized, friendly and polite service to ensure customer satisfaction. Investigate & Research fraud and non-fraud claims on customer compromised accounts. Place appropriate hold on fraudulent accounts for customers and fraudsters accounts. Communicate with branch-bankers, merchants,3rd Party financial institutions over calls, research and fraud transactions reported. Document action taken on each call based on established procedures and also work with the escalation team and supervisors on more complex calls. Identify and research points of compromise and report potential fraud to the fraud leadership team. Participate in sessions with teams & business leaders to identify process gaps and propose solutions to meet AHT, Service level agreements, Quality and compliance metrics.Cases Worked on Disputed Transactions by customers of debit cards, Credit cards, Checks, Digital banking fraud (Zelle Payments, Quick Pay, Bill Payments). Deposit Posting Errors, Charge Back, Duplicate Transaction fraud, Services not rendered & received, Missing Check & Cash Deposits, Missing ACH direct deposits, ACH Fraud Transactions. Account take overs, ID Theft Fraud. Wire Transfer ClaimsAdvised customers and branch bankers of documents sent and received in regards to the fraud investigation. Apart from Daily work routine, also assisted team members and workforce management team with LTA, updating of Over time trackers of the floor, specialist work hour related issues, Medical insurance for tenured and new hire. Maintain data in people soft and HRIS database Provided Tier 1 support to HR & internal departments.

Worked as Sr. Customer care officer for TD Bank. Advised customers over the phone using the banking tool in order to process payments, addition and deletion of payees. Process bill payments. Advised and assisted customers with account statements. Closing of accounts and opening new accounts for the customers. Setting up online banking for the customers password set and reset queries. Actively take part in team meetings and discussions to improve the service level and meet the compliance and quality metrics set by the process.

Worked as Sr. Process Associate for Accor hotels process. Provided prompt and accurate customer service over inbound calls related to hotel reservations, cancellations, package booking, car rental, up selling of rooms and packages. Assisted customers from Australia and New Zealand.

Timely & accurate compliance with HR Processing requirement in respect of new hire, change & termination of employees .To act as point of contact for employee payroll issues Ensure all data is accurately complied and sent to payroll team as per payroll schedule for monthly basis .To maintain issue log and tracker for Leave ,attendance ,Over time payout, bonuses, LTA, medical insurance details . Ensure actions are clearly documented for audit and compliance. Report to Local HR for escalations and updates. Actively took part in other activities assigned by the team.