•Responded to customer inquiries and resolved issues related to fraudulent transactions and account blocks across email, chat (80%), and phone (20%).•Conducted thorough verification of records, transaction histories, account details, and FIRs to authorize account blocking or unblocking actions.•Unblocked devices, VPAs, and IP addresses by verifying KYC details and reviewing prior activity.•Monitored customer interactions and ensured all activities adhered to established risk management policies.

•Handled customer inquiries and resolved concerns effectively over calls, delivering a professional and positive customer experience.•Provided prompt, accurate information to ensure maximum customer satisfaction and efficient issue resolution.•Delivered technical assistance over the phone to customers facing challenges with products, services, or online platforms.•Proactively engaged with customers to understand their needs, preferences, and feedback, using insights to continuously improve the customer experience.