Leading a team of 20 members as Nodal Officer for email helpdesk and Paytm Bank walk-in centers PAN India Inbound nodal calling Helpline.Executing Nodal,Grievance, RBI, NCH, and Inbound Customer Service operations with precision to ensure regulatory compliance and customer satisfaction.Streamlining processes and effectively guiding the team to achieve and surpass targets for query resolution and customer serviceexcellence.Coordinating with various stakeholders to provide timely… Show more Leading a team of 20 members as Nodal Officer for email helpdesk and Paytm Bank walk-in centers PAN India Inbound nodal calling Helpline.Executing Nodal,Grievance, RBI, NCH, and Inbound Customer Service operations with precision to ensure regulatory compliance and customer satisfaction.Streamlining processes and effectively guiding the team to achieve and surpass targets for query resolution and customer serviceexcellence.Coordinating with various stakeholders to provide timely resolution for queries received through Nodal Mails, calls, and other government platforms using CRM, resulting in a decrease in turnaround time.Managing team's official responsibilities including production, quality improvement, and ensuring all team KRA and KPIs are consistently met and delivered.Monitoring team members' work for quality and guideline compliance to maintain high service standards and regulatory adherence.Providing effective feedback to enhance the agents' process knowledge and performance, leading to increase in customer satisfaction scores.Performing data analysis on a daily/weekly/monthly basis and sharing findings with senior management to drive strategic decision-making and process improvements.Generating and sharing defined Dashboards on a monthly and weekly basis, utilizing Excel to effectively present and interpret CRM data.Creating reports to fulfill requirements from senior management, incorporating appropriate logics and insights to support informed decision-making. Show less

Served as a Senior Associate at Paytm Payments Bank, leveraging expertise in AML transaction monitoring, enhanced due diligence, and adept team management.Conducted thorough due diligence processes to identify customers and evaluate their risk level, ensuring stringent compliance with regulatory requirements.Actively engaged in team meetings, disseminated pertinent information, and offered valuable suggestions to enhance fraud operations.Managed escalations from regulatory… Show more Served as a Senior Associate at Paytm Payments Bank, leveraging expertise in AML transaction monitoring, enhanced due diligence, and adept team management.Conducted thorough due diligence processes to identify customers and evaluate their risk level, ensuring stringent compliance with regulatory requirements.Actively engaged in team meetings, disseminated pertinent information, and offered valuable suggestions to enhance fraud operations.Managed escalations from regulatory authorities like RBI, NCRP, and CC CID, while meticulously preparing Root Cause Analysis (RCA) reports for each instance.Addressed email escalations from senior management, swiftly resolving queries by directing them to the relevant departments.Resolved grievance officer complaints and consistently delivered prompt resolutions within the defined turnaround time.Handled UPI Operations team for chargeback disputes related to UPI transactions. Show less

Managed customer escalations related to Payments Gateway, Merchant Issues, KYC, Merchant Disputes, and Paytm wallet, ensuring timely resolution and customer satisfaction.Provided support for CST Wallet and third-party issues, resolving issues promptly to maintain smooth operations.Maintained knowledge of customer-centric environment, met production objectives and performance standards as per organizational expectations and requirements.

Managed customer escalations related to Payments Gateway, Merchant Issues, KYC, Merchant Disputes, and Paytm wallet, ensuring timely resolution and customer satisfaction.Provided support for CST Wallet and third-party issues, resolving issues promptly to maintain smooth operations.Maintained knowledge of customer-centric environment, met production objectives and performance standards as per organizational expectations and requirements.

Managed customer escalations related to Payments Gateway, Merchant Issues, KYC, Merchant Disputes, and Paytm wallet, ensuring timely resolution and customer satisfaction.Provided support for CST Wallet and third-party issues, resolving issues promptly to maintain smooth operations.Maintained knowledge of customer-centric environment, met production objectives and performance standards as per organizational expectations and requirements.

Addressed customer complaints related to Samsung HA products on inbound calls, ensuring effective resolution and customer satisfaction.Supported new hires during On-Job Training by providing floor support to build process knowledge and facilitate smooth integration into the process.Delivered offsite technical assistance over calls to successfully resolve customer issues, ensuring high levels of customer service and support.