Shazmin Khan Email & Phone Number

Bracknell, England, United Kingdom

• Reconciled ledger and bank statement entries, swiftly identified anomalies, and implemented resolutions to maintain financial accuracy.• Led User Acceptance Testing (UAT) for operational changes by executing test scripts, ensuring seamless implementation of process improvements.• Managed policies and processes for cash operations, identifying risks and implementing mitigation strategies to enhance operational integrity.• Assisted in daily payments and settlements, identifying workflow inefficiencies and recommending process enhancements to reduce potential risks.• Maintained accurate internal system configurations, ensuring up-to-date and error-free operational setups.• Stayed current with industry developments in IT, banking, settlements, finance, and compliance to inform operational strategies and practices.• Employed creative thinking to generate innovative ideas and process improvements, contributing to the successful execution of change initiatives.

Bracknell, England, United Kingdom

-Handling inbound calls, live chat and emails regarding customer service queries - ranging from assisting clients with the online service to complex payment queries.-Providing outbound customer service support - Including responding to emails, chasing up outstanding information for clients, requesting additional information required for compliance reasons.-Communicating with internal teams as required ensuring customer query resolution in a timely and professional manner, taking ownership, following up and escalating if required.-Following agreed processes to resolve the more common queries, whilst also identifying the more complex/unusual situations and using initiative to resolve these situations, seeking guidance as required.-Resolving lower level complaints by using established objection handling techniques and determining the appropriate way forward on a case by case basis.-Following agreed processes to resolve the more common queries, whilst also identifying the more complex/unusual situations and using initiative to resolve these situations, seeking guidance as required.-Consistently achieving personal and team KPI's and SLAs.-Ensuring own knowledge of policies and procedures is kept up to date at all times.Highlighting any customer 'pain points' and proposing potential solutions.-Working effectively as part of a team to ensure all customer queries received are responded to same day.-Gathering information about client's current and future requirements - promoting and suggesting additional HIFX and affiliate/partner services as appropriate.Ensuring company CRM systems are accurately updated to show a clear audit trail of all client contact.-Routing enquiries and queries to the correct team, according to business processes and guidelines, and providing a smooth hand-over of information-Build and maintain effective working relationships internally to ensure prompt query resolution for the customer, referring queries as required

Fraud Claims Specialist (Retail Consumer Banking)- Identifying unauthorized transactions and filing for investigation claims. - Documenting accurate claim notes. - Decision making and result oriented tasks.- Closing compromised Debit/Credit cards due to Fraud and non-fraud reasons and issuing new cards to customers.- Dynamic and effective communication skills- Communicating claim decisions in an effective manner to customers. - Account and debit card related banking operations. - Successfully achieving monthly targets of KPI's. - Alongside ensuring a pleasant customer experience to make customers feel valued and heard.

Mumbai, Maharashtra, India

Transaction Due Diligence/Compliance supervisor. Client project -Moneygram - Investigative Interviews of potential customer fraud/fraud victims on various parameters. - Carried a decision making role based on the Conducted investigation. - Been a department representative for major operational changes affecting transaction /business risk. - Identified red flags to ensure legitimacy of international money transfers. - Handled over 70 calls per day. - Ensuring all preventive measures by using available tools and analytical skills to prevent potential transactions involving Money Laundering. - Handled Universal customer/agent base including USA majorly followed by UK, Canada, Poland, Japan, Qatar, South Korea, Thailand, Nigeria, Haiti , etc- Successfully delivered highly professional customer experience throughout. - Been a top performing employee in the team by delivering quality customer service.

Mumbai, Maharashtra, India

- Branch Banker and Customer Relationship manager. - Offered extended Banking solutions to existing clients. - Achieved set targets for Life insurance and Vehicle insurance needs. - Catered and managed wide range of customer banking needs including Life insurance, portfolio investment, Home Loans, Vehicle Insurance, etc.- Responsible for a strong client relationship, client acquisition and retention.