Anirudh Gaur
Bengaluru
Summary
Highly skilled professional with extensive experience in customer service, third-party audit, order management, and billing support. Proven expertise in ensuring compliance with defined rules and procedures, mitigating financial exposures, and enhancing customer experience.
A collaborative leader adept at cross-functional communication and utilizing various tools and applications including Salesforce, Siebel, SAP, and Unified Post. Recognized for outstanding performance, training proficiency, and received awards for customer service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Lead Compliance Specialist
Refinitiv – An LSEG Business (Formerly Thomson Reuters Financial & Risk)
06.2023 - 11.2023
- The domain of Third Party Audit pertains to the fundamental feature of LSEG's business dealings with third-party vendors, encompassing exchanges and specialized data suppliers
- Failure to keep third-party data in compliance with established protocols may result in costly ramifications
- In order to guarantee that the financial risks are as low as possible, the third-party audit team regularly examines all of the platforms and systems that all our clients receive access to these data on
- Essential responsibilities: Perform third party related reconciliations on a regular and consistent basis, making improvements where feasible, with regular scorecard reviews with regional heads of Order Management & Master Data, and escalation of inaction to fix discrepancies
- Collaborated with department heads to ensure that business practices aligned with compliance requirements
- Conduct regular compliance audits and risk assessments, identifying areas of improvement and implementing corrective actions
- Engage relevant stakeholders to address the reconciliation gaps identified and to be analyzed, in addition to enhancing existing reconciliations
- Provide applicable support to the initiative to consolidate and improve the quality of customer notifications associated with third-party commercial change
- Facilitate meetings with data licensing managers to discuss issues, concerns and approaches to improve management of third party data content
- Support the automated and compliant fulfillment of customer orders for third-party content via Genesis/CPQ (self declaration)
- Cleanse all reference data relating to contractual terms, usage rights and commercial rules associated with third-party content
- Understand third party related rules and procedures and general terms
- Collaborate with order management & master data processing group towards issue resolution
- Assist in the reconciliation process to ensure that core products are covered and process gaps identified and mitigated to reduce any financial exposure.
Order Management Specialist & Customer Support
Refinitiv – An LSEG Business (Formerly Thomson Reuters Financial & Risk)
03.2015 - 05.2023
- The role manages the order process for select products; including entering orders into specialist permissioning or electronic fulfilment systems and working with clients to ensure the order is fulfilled, according to agreed SLA's with accuracy and providing customer service
- Received team award for project "EBO case desk"
- Training expertise with multiple new hires on the end-to-end process
- Provide developers with customers' feedback to help identify potential new features or products
- Preparing weekly report on the volumes received, with distinctions made based on the kind of the request, the complexity of the request, and the SLA's achieved
- Sharing weekly report on the customer experience ratings and providing the insight for improvement(s)
- Collaborated with the reporting team for dashboard creation to enable real-time monitoring of rating surveys
- Engage in collaboration with both internal and external stakeholders to address any unresolved matters
- Resolve the billing & account related queries within 24 hours
- Creation of process & training documents
- Co-ordinate with cross functional teams to ensure the complex query is resolved within agreed SLA
- Collaborating with the sales team to ensure top-notch invoicing quality for the customer
- Perform telephone communications with competence & professionalism, encompassing both initiating and answering calls
- Analyzed contracts to ensure contracts and invoicing are in compliance with appropriate guidelines, and regulations
- Process invoices and customer account amendments in a timely and accurate manner
- Experience in billing, invoicing, payments, contracts, order processing, on-call customer service
- Root cause analysis of information received and implementation of the preventive and/or corrective measures to ensure better customer experience
- Working knowledge on applications such as Salesforce, SAP billing system, Siebel, Unified Post, etc
- Effectively, manage all order management, billing and customer support queries by collaborating cross functionally
- Manage internal department and vendor inquiries related to the setup and ongoing servicing of the clients' monthly premium billing information
- Assisting the internal teams to issue accurate billing, with different projects to ensure the customer is charged per the agreement.
Associate
ISG Novasoft Technologies Ltd
09.2014 - 02.2015
- Documents follow up by reviewing the account condition tracker log and adding relevant notes in the CRM application to facilitate the onshore team and request for the missing documents
- Assigning orders to appraisers for property verification
- Negotiating the pricing charged by the appraisers
- Communicating with the appraiser and the client, for the timely delivery of the report to facilitate financial institution for appropriate decision-making regarding loan approval
- Uploading and verification of the appraiser's documents
- Maintaining customer records once the loan is applied
- Workflow management.
Education
PG Diploma - Banking & Finance -
05.2021
Bachelor of Commerce -
06.2014
Skills
- Order Management
- Customer Service
- Escalation Management
- Data Privacy Compliance
- Complain Resolution
- Cross-Functional Collaboration
- Third Party Risk and Compliance
- Billing Support
- Knowledge Transfer & Training
- Customer Service & Operations
- Communication Skills
- Vendor Management
Certification
Skill Nation's Workshop - ChatGPT & AI Hacks With MS Office
Timeline
Lead Compliance Specialist - Refinitiv – An LSEG Business (Formerly Thomson Reuters Financial & Risk)
06.2023 - 11.2023
Order Management Specialist & Customer Support - Refinitiv – An LSEG Business (Formerly Thomson Reuters Financial & Risk)
03.2015 - 05.2023
Associate - ISG Novasoft Technologies Ltd
09.2014 - 02.2015
Symbiosis Centre For Distance Learning - PG Diploma - Banking & Finance,
CMR Institute of Management Studies (Autonomous) - Bachelor of Commerce,
Skill Nation's Workshop - ChatGPT & AI Hacks With MS Office
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