1. Conduct process quality audits as per plan2. Conduct various process audits (1 audit/ agent/ week) as per procedure and guidelines3. For agents identified in the bottom quartile of performance, conduct 3 audits/agent/ week4. Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required5. Conduct weekly analysis to identify the error trends and for top 2 errors, conduct root cause analysis (RCA)6. Conduct calibration communication to communicate any changes from the client and conduct refresher trainings to bridge any skill gap due to these changes

Review and make recommendations for any changes to process thatwill improve effectiveness or efficiency of the function.Promote ongoing development of metrics in order to continuallyoptimize team performance.Continual development and motivation of team.Preparing monthly deck for Governance call with my stakeholder.Provided timely, insightful, actionable, and accurate cash posting.Responsible for all cash posting including lockbox, ECDs, ACH wires,credit card payments, and business-to-business transactions.Provided supervisor with all documentation needed for completion ofdaily reports, preparing remits, debit memos, lockbox report, andaccount statement details. Recorded customer payments for all kindof clients.Researched remittance and transaction details to resolve disputedamounts.Working Unidentified and unapplied reports on daily basis. Assistedin reporting for collections, overcharges, charge-backs, and baddebt. Resolve customer problems with their accounts for all or anyinvoices/billings or cash applicationsHandle incoming phone coverage to resolve customer problems withbillings/paymentsProcess daily and/or month-end Account reconciliations - spreadsheets such as the daily cash log, as needed

Keep track and process accounts and incoming payments in compliancewith financial policies and proceduresPerform day to day financial transactions including verifying, classifying,computing, posting and recording accounts receivable dataPrepare bills, invoices and bank depositsReconcile the accounts receivable ledger to ensure that all payments areaccounted for and properly posted.Verify discrepancies by and resolve clients’ billing issuesFacilitate swift payment of invoices due to the organization by sending billreminders and contacting clients with outstanding accountsGenerate financial statements and reports detailing accounts receivablestatusVerify that transactions comply with financial policies and proceduresPrepare, verify, and process invoices and coding payment documentsResolves collections by examining customer payment plans, paymenthistory, credit line;coordinating contact with collections department.Summarizes receivables by maintaining invoice accounts; coordinatingmonthly transfer to accounts receivable account; verifying totals;preparing report.

Confer with clients to determine their complaints regarding unauthorizedcredit card transactionsMonitor high alert accounts to identify possible fraudulent activities andsuspected transactionsUse automated or other systems to verify clients and verify receivedinformationContest chargeback claims when viable economically and monitor claimsrecoveryPrepare periodic chargeback management reports and follow up onpayments that may need to be made to clientsMake-certain that all chargeback activities are handled in accordance tostatutory requirementsMinimize fraud loss and chargeback rates through the prevention,detection and investigation of fraudulent or suspected transactions andaccounts.Investigate suspicious alerts received from any fraud monitoringapplications, the Customer Service Team or other sources, and ensure allrelated records/documentation are maintained.Undertake proactive analysis of transactional and customer records, tolink unidentified transactions and accounts to known or suspectedfraudulent activity.Where available, utilize automated (or other) systems to verify customersand validate any documentation received for KYC purposes.Analyze all reported chargeback cases, to identify any new and emergingfraud trends.Contest chargeback claims wherever possible and economically viable,and ensure claims for recoveries are actively pursued.Rerouting customer query to concern department.Maintaining the team Production tracker.Providing the approval for high value invoices.Handling Vendor & client calls. Providing the suggestions for continuousprocess improvement. Analyzing the ways & means to exceed expectationset by bank.