Diksha Rai

Maintained up-to-date knowledge of AML regulations and industry best practices, applying this expertise to enhance the effectiveness of transaction monitoring efforts.

Ensured timely resolution of alerts by maintaining an organized case management system and prioritizing high-risk cases.

Reduced false positive alerts through regular tuning of transaction monitoring scenarios and thresholds.

Mitigated operational risks through periodic testing and validation of the transaction monitoring system''s functionality.

Worked as Subject Matter Expert (SME) /

Coach

Responsibilities:

1. To support and train new hires for Deposit Review, New Account Screening, Operating Loss Prevention, Electronic Money Movement, Debit card and Checks Fraud disputes/ Claims.

2. Conducted call listening sessions, 1 on 1 coaching and feedback sessions with the batch, Team huddles including Refreshers on the process.

3. Prepared and shared timely reportings, continuous improvement of the team and coaching details with the Team Leader.

KYC AML and transaction Monitoring: Responsibilities:

1. Conduct end-to-end KYC due diligence for global clients, including individuals, Corporation, and institution.

2. Completing documentation inclusive of customer identification program (CIP), minimum due diligence (MDD), enhanced due diligence (EDD).

3. To ensure compliance with regulatory requirements such as anti money laundering and know your customer. Verification of documents during onboarding both individual and commercial accounts.

4. Conduct daily monitoring of transactions to identify suspicious activity.

5. Perform detailed investigations of suspicious activities and to determine if it has to be reported to FinCEN.

Fraud analyst/Customer support:

Responsibilities:

1. Assist clients with check deposit hold. Verify check and decision making if client is eligible to maintain an account with the bank or to close account.

2. Investigate on electronic payments such as wires, quickpay, bill payment etc.

3. Assist client's on reporting unknown transactions occurred on the account (debit card, check deposit/withdrawals, online payments, ACH, etc).

4. Provide quick resolutions and handle escalation calls.

Established and monitored customer service standards by employing recognized and comprehensive benchmarks.

Answered multi-line phones and used active listening skills to assess client's issues and challenges. Responded to customer inquiries and queries to provide thorough and speedy resolutions. Met customer call guidelines for service levels, handle time and productivity.

Followed up with customers about resolved issues to maintain high standards of customer service.

Answered multi-line phones and used active listening skills to assess client's issues and challenges. Responded to customer inquiries and queries to provide thorough and speedy resolutions. Addressed on average 150 inbound customer calls daily.

Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges.

Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.

Recommended products to customers, thoroughly explaining details.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences. Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction. Followed up with customers about resolved issues to maintain high standards of customer service.

Contributed to business and HR functions by identifying, prioritizing and building organizational capabilities, behaviors, structures and processes. Built HR consulting capabilities focused on clients undergoing organizational change and development.

Partnered with senior leadership to establish and develop corporate and HR policies and procedures. Achieved favorable company outcomes with labor union negotiations by using successful collective bargaining strategies.

Participated on local and organization-wide committees that focused on projects that moved organization forward and towards meeting strategic goals.

Partnered with leaders on HR and business functions using consultative approach to proactively identify and address issues and concerns.

Facilitated onboarding sessions and on-the-job training for new hires, bolstering employee job position knowledge and skillset.

Assessed client feedback and delivered information to management for corrective action.

Wrote, developed and delivered successful presentations and facilitated training to individuals and groups.