ANNU PRIYA
Bangalore
Summary
Results-driven and detail-oriented professional with experience in KYC operations, collections, and incident management. Strong ability to achieve targets within SLA/TAT while maintaining service excellence and compliance standards.
Overview
9
9
years of professional experience
Work History
KYC OPERATIONS LEAD ANALYST
EPiFi Technologies Pvt Ltd
Bengaluru
01.2023 - Current
- Perform end-to-end KYC onboarding including telephonic verification and document validation.
- Managed Penny Drop and Minimum KYC operations, achieving accurate verification outcomes.
- Oversaw inbound voice and chat operations, maintaining high service quality standards.
- Prepare operational reports and performance metrics.
- Coordinate settlements and facilitate payment processing.
- Conduct Root Cause Analysis (RCA).
- Handle litigation and arbitration cases in coordination with Credgenics.
Senior Pre-Certification Officer / Incident Manager
Accenture (Radiant, Microsoft)
04.2022 - 10.2022
- Managed incident, availability, and capacity processes.
- Coordinated resolutions for client escalations at IBM, AB, and BERV to enhance client satisfaction.
- Authorized or escalated cases for further review to facilitate timely resolutions.
- Managed structured clinical and non-clinical data validation to ensure data integrity and compliance.
- Ensured compliance with confidentiality standards in all client interactions.
Collection Officer
OSBI India Pvt
04.2021 - 03.2022
- Managed mortgage accounts in arrears, facilitating repayment solutions to address client needs.
- Conducted affordability assessments and collections calls to support timely account resolutions.
- Managed customer accounts to ensure timely payments and collections.
- Communicated effectively with clients to resolve payment disputes.
- Utilized collection software to track account statuses and follow-ups.
Collection Officer
Concentrix
04.2019 - 02.2021
- Advised distressed customers as a financial advisor.
- Addressed complaints and managed vulnerable cases.
- Managed customer accounts to ensure timely payments.
- Conducted regular follow-ups with clients regarding outstanding balances.
- Resolved disputes and inquiries related to billing and collections.
Relationship Manager (Sales)
Mashreq Bank
04.2017 - 09.2018
- Promoted credit card products and processed financial offers to enhance customer engagement.
- Conducted customer follow-ups and managed relationships to foster client loyalty.
- Developed strong client relationships to enhance customer satisfaction and loyalty.
- Facilitated financial product presentations to clients, explaining benefits and features.
- Collaborated with internal teams to address client inquiries and resolve issues promptly.
Education
Pre-University -
Goodwill Girls High School | 2011
Bachelor of Commerce -
Bangalore University | 2014
Skills
- KYC & Onboarding Operations
- Affordability Assessment
- Complaint Resolution
- Customer Service & Collections
- Debt Management
- Escalation Handling
- Incident Management
- Service Improvement & SLA Management
Languages
- English
- Hindi
- Kannada
- Malayalam
- Tamil
- Telugu
Timeline
KYC OPERATIONS LEAD ANALYST
EPiFi Technologies Pvt Ltd
01.2023 - Current
Senior Pre-Certification Officer / Incident Manager
Accenture (Radiant, Microsoft)
04.2022 - 10.2022
Collection Officer
OSBI India Pvt
04.2021 - 03.2022
Collection Officer
Concentrix
04.2019 - 02.2021
Relationship Manager (Sales)
Mashreq Bank
04.2017 - 09.2018
Pre-University -
Goodwill Girls High School | 2011
Bachelor of Commerce -
Bangalore University | 2014