Anand Radhakrishnan

Process Overview :-

NAF (New Account Fraud) :- Validating end customer documents to
confirm whether the customer is good to go to open account with Bank
Inclearing:- Investigating checks issued by bank customer to the third
party is valid or a counterfeit/ fraud check
Account Closure:- Process the Closure of the account as per customer request.

Operation Skills :-

Lead 2 Teams spanning 24 FTEs.

Focused approach towards customer delight through:

• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Built strong relationships with customers through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Shares the monthly MBR with the clients and get it signed off in stipulated time
• Conducts monthly one on one session and shares the feedback on their performance
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Encourages team to conduct fun@work once in a week
• Encourages team members to spend time on improving their communication by taking trainings.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
• Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
• Motivated team members to surpass their targets, recognizing and rewarding their achievements.
• Sharing the monthly scorecard to the team members and conducting one on one session on the monthly basis and documenting the same

Process Overview:-

Credit Card Chargeback :-

A chargeback is the payment amount that is returned to a debit or credit card after a customer disputes the transaction. The chargeback process can be initiated by the cardholder's issuing bank.

Operation Skills :-

Lead a Team spanning 14 FTEs.

Focused approach towards customer delight through:

• Mentored and guided employees to foster proper completion of assigned duties.
• Facilitated training for associates through daily coaching and regular performance appraisals.
• Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
• Worked with colleagues to create prototypes for designs and training materials.
• Coordinated weekly meetings for internal and external groups.
• Built strong relationships with customers through positive attitude and attentive response.