- Led direct communication channels with customers through chat and email, ensuring prompt resolution of inquiries within SLA timelines.- Conducted thorough analysis of customer profiles to ensure compliance with KYC and CDD regulations.- Utilized internal and external resources for comprehensive research, executing screening processes to detect and prevent financial crimes.- Achieved consistent 5-star ratings for customer and vendor experience, exceeding predefined metrics including Customer Satisfaction and Quality Assurance.- Demonstrated adept problem-solving skills in resolving complex banking challenges such as unfamiliar transactions and missing payments.- Currently serving as a team lead POC and SME, providing extensive training on processes and SLAs to a team of 15 FTEs.- Managed multiple departments including Brand Registry Support, Vendor KYC, and Transactional Risk Management Services, showcasing multitasking abilities.- Enhanced team productivity by collaborating across departments to resolve seller issues and improve operational efficiency.- Stayed updated with regulatory changes, ensuring compliant risk management practices and policy updates.- Employed the COSO Framework to conduct independent reviews of internal audit processes, ensuring adherence to standards.- Analyzed extensive datasets to generate high-quality risk reports, providing insights into potential risks associated with client profiles and transactions.- Noteworthy Achievements:1. Developed and implemented an improved screening process, reducing false positives by 40%.2. Received commendation for consistently meeting or exceeding accuracy targets in KYC/CDD and AML analysis.

- Handling high-level complex escalations within ERC US -FC, Ops, and Corporate scope- Create guidelines, assign, monitor and support other Associate to resolve highly- complex cases- Made high-judgment recommendations in the absence of clear guidance, leveraging the knowledge of- ADP Pay and Pay Portal systems to ensure accurate and fair decisions were made.- Served as highest process consultant POC to ERC PMO, ERC Leadership, Tool Program Managers, ERCSMEs and partner team POCs- Co-ordinated schedules, balancing associate time against expected demands Built and maintainedsuccessful partnerships with respective HR Services team, Payroll teams, Program and utilizing tools suchas Allsech and ADP Pay to optimize resource allocation and ensure timely completion of tasks.- Experience with Pay Portal, Salesforce and CRM facilitated effective communication and collaboration,resulting in improved service delivery and operational efficiency.

- Provided invaluable marketing insights that optimized research and development, sales, and customer care strategies, enhancing overall company operations.- Managed sensitive and confidential information with the utmost discretion, maintaining a high level of confidentiality across all aspects of the role.- Successfully executed customer acquisition and retention campaigns, contributing to the achievement of annual sales targets.- Generated crucial shipping documentation, including packing lists, shipping labels, invoices, and bills of lading, ensuring accuracy and compliance for all shipments.- Orchestrated comprehensive marketing strategies covering product development, pricing, promotions, and publicity, ensuring seamless and impactful campaigns.- Utilized data-driven market research to revitalize product and service offerings, introducing innovative solutions that addressed market gaps and strategically targeted consumers through effective marketing initiatives.- Spearheaded the recruitment of customer service team members and provided mentorship on company policies and best practices to ensure operational excellence.