National Electronic Toll & Parking Collection (FASTag) || Toll & Transit || Reconciliation || FINTech || Dispute Management ||

Currently working in FinTech/ Banking Industry on Transit Payments. Government MORTH & NHAI initiative of digitization of Payments at Toll Plaza/ Parking Sites/ Fuel Payment, etc. with brand name "FASTag" in communication with NPCI & IHMCL.Job Responsibilities- Handling entire product of FASTag w.r.t. new requirements & production issues.- Client/ Vendor Management.- Handling Toll and Parking FASTag daily Reconciliation with Client.- Helping in overall FASTAG product monitoring & parking payments for improvements.- Helped in entire product enhancements of Paytm Bank’s in- house FASTag portal.- Worked closely with product managers for product enhancement & rich experiences.- Handling merchants 30-40 including key Merchants like Highway Concession, Safeway concessions, Galfar-India, Nexus Group and Ashoka Buildcon/concessions.- Publish daily, weekly, monthly and yearly reports to the respective stakeholders.- Monthly reconciliation of transactions, pay-outs, disputes and Billing (Invoice Working).- Assist them in there any type of technical, operational and financial issues.- Coordinate with Tech Team, Finance Team, Operation Team, NPCI and IHMCL.- Guide them as per process, provide portal and process training.- Daily reconciliation of pending/stuck and declined transactions which is direct impact on revenue.

- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.- Streamlined support processes for faster resolution times and increased customer loyalty.- Reduced response times with effective prioritization of tasks and efficient time management skills.- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.- Facilitated timely resolutions by escalating urgent cases appropriately within the organization.- Provided excellent customer service by efficiently resolving issues and responding to inquiries.- Listened to customers' questions and concerns to provide answers or responses.- Assigned and designated job territories to customer care staff according to performance and history.- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.- Met customer call guidelines for service levels, handle time and productivity.