FATHIM UZ ZOHRA

• Acted as the SME for Merchant Onboarding and KYC Operations, ensuring complete compliance, accuracy, and timely activation within defined TAT.
• Provided expert-level support for complex onboarding and related cases, serving as the key escalation point for cross-functional teams and frontline support groups.
• Managed queue distribution as SME by prioritizing cases, balancing agent workloads, and ensuring streamlined.
• Owned end-to-end merchant verification workflows, identifying risk indicators, validating documentation, and ensuring adherence to regulatory standards and internal policies if required.
• Led process audits, identified operational gaps, and partnered with product, risk, compliance and operations teams to implement corrective actions and SOP improvements.

• Working on merchants KYC form and onboarding the merchant within the given TAT
• Resolving pre- and post-onboarding queries/tickets for merchants using Freshdesk and Dashboard
• Quick turnaround time to answer customer queries and maintain the right categorization of tickets
• Identify and assess customers need to achieve customer satisfaction and deliver quality response
• Coordinate within the team and track pending queues for closers
• Hold the good knowledge of process hence train the new joiner of the team
• Auditing, collecting and passing feedback to the respective stakeholders to bring in impactful solutions
• Designing a framework for follow-up cases including verbal, written and follow-up channels to get all pending information in one-attempt
• Always a go-to member for new employees by offering feedback, guidance and sharing ideas and techniques for improvement
• Creating and replicating the pricing plans, assigning MCC disabling/enabling the bank methods, affordability and working with cross functional team(SRF.SPR.BANKING OPS,SOCIAL MEDIA TEAM).

Projects:

• Establishing and Streamlining the third-Party Company (Concentrix and One point one Solution) - Managing one-on-one meetings with associates on a weekly and monthly basis to discuss performance comments, coaching, career development, and training needs.
• Change management (Process excellence) - SOP improvisation. new initiatives, updating and clarification on the process Develop and implement process excellence initiatives to improve the efficiency and effectiveness of business operations. Identifying and document process gaps and inefficiencies, and recommend and implement solutions.
• Agent checklist KYC - Designing a dashboard interface for agent checklist KYC This KYC dashboard can be used to collect user information and supporting documents to screen and complete KYC verification process.
• Agent assist bot - Designing the bot flow for the SOPs Chatbots ot guide them through the sequence of activities that need to be performed. As tickets flow into the system, from service requests to the approval process. chatbots can interact with the agent, detect the type of ticket and automate al the required actions for subsequent resolution. It also interact with your knowledge base and suggest articles.

• Supported US clients
• Ticket Generation with Service Now tool
• Assist the customers in troubleshooting on calls, documenting and providing RCAs within set SLA's for high priority issues
• Experience in 0365 application (Outlook, skype for business, One drive etc)
• Maintaining the usernames and password with the Active Directory Interface console
• Helping Users with generic mailboxes, RSA token.