Summary
Overview
Work History
Skills
Technical Skills
Certification
Timeline
Generic

DHANALAKSHMI A B

Summary

Results-oriented and detail-driven professional with extensive experience in banking operations and the fintech sector. Demonstrated expertise in KYC/AML compliance, fraud detection, credit analysis, and customer service excellence. Proven ability to adapt in fast-paced environments, manage complex client interactions, and ensure adherence to regulatory frameworks. Adept at leveraging analytical thinking and incident management skills to improve processes and drive operational efficiency. Strong communicator with a passion for innovation and digital transformation in financial services, seeking to contribute to dynamic organizations at the intersection of finance and technology.

Overview

8
8
years of professional experience
1
1
Certification

Work History

KYC Specialist

ANZ
10.2024 - 06.2025
  • Perform simple KYC Maintenance - Uplift, status checks, linkage, reverification, address or name change for Australia Retail & Commercial customers.
  • Conducted customer due diligence assessments to ensure compliance with regulations.
  • Follow all policies and procedures in line with AML/CTF regulations
  • Performed due diligence reviews of customer data to ensure compliance with KYC regulations.
  • Reviewed and analyzed customer documentation for verification and accuracy.

Customer Operations Executive

Creditspring (Kester Services India Pvt Ltd)
06.2022 - 11.2023
  • Respond to inquiries from various channels including phone, e-mail, live chat, and social media
  • Manage customer account information, queries relating to balance payments, payment schedules and customer complaints
  • Provide an overview of Creditspring's products and offering to existing and potential customers
  • Proactively spotting patterns and improvement areas in our product and expanding your knowledge in other key areas of the operations
  • Conduct root cause analysis on cases to identify continuous improvement ideas

Fraud Specialist

JP Morgan Chase Services India
03.2021 - 05.2022
  • Check on the status of customer accounts and track checks and payments.
  • Regulation E claims creation, tracking, and adjustments.
  • Assist customers with replacing lost or stolen credit or debit cards.
  • Accurately document all actions taken on a case.
  • Responsible for reconciling debit card fraud dispute claims with the Master Fraud Transactions.
  • Provide support to the Operational and Business units of the organization on fraud-related matters.

Service Desk Analyst

Tangoe India Softech Services
10.2018 - 09.2020
  • Technical troubleshooting with Mobile devices.
  • Analysing bills according to client requirements.
  • Monitoring the progress of orders.
  • Handling any complaints associated with a device.
  • Assigning cases and tickets to the team.

Client Success/Claims Handler

WNS Global
03.2017 - 08.2018
  • Processing new insurance claims notifications.
  • Monitoring the progress of a claim.
  • Processed insurance claims efficiently in compliance with company guidelines.
  • Investigating potentially fraudulent claims.
  • Evaluated documents to determine claim validity and coverage eligibility.

Skills

  • Customer due diligence
  • Regulatory compliance
  • KYC maintenance
  • AML/CTF regulations
  • Data analysis
  • Client relationship management

Technical Skills

  • Tools: MS Office 365 and Power BI, Canva, ServiceNow
  • Platforms: CRM Systems

Certification

  • Microsoft Power BI
  • SQL for Data Analysis

Timeline

KYC Specialist

ANZ
10.2024 - 06.2025

Customer Operations Executive

Creditspring (Kester Services India Pvt Ltd)
06.2022 - 11.2023

Fraud Specialist

JP Morgan Chase Services India
03.2021 - 05.2022

Service Desk Analyst

Tangoe India Softech Services
10.2018 - 09.2020

Client Success/Claims Handler

WNS Global
03.2017 - 08.2018

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DHANALAKSHMI A B