Harsh Saxena

(FinTech / Banking Domain) InComm Payments Process

Clients Supported: American Express, Pathward Bank, Jackson Hewitt, Target, Bluebird, Serve, Wealth Cards, Wireless Cards & Other US-based FinTech Programs

• Conducted New Hire Training (NHT) for multiple FinTech programs including Serve, Bluebird (AMEX), Jackson Hewitt Tax Solutions, Pathward Bank products, Target Circle Reloadable Cards, Wealth & Wireless Cards.
• Delivered comprehensive training on product knowledge, banking procedures, fraud handling, compliance policies, and customer experience standards.
• Conducted soft skills sessions to enhance communication, customer handling, and professional etiquette among trainees.
• Prepared and delivered TNI (Training Needs Identification) and TNS (Training Needs Solution) analyses to improve overall training effectiveness.
• Designed and implemented refresher training, cross-training, and upskilling programs across US, Asia-Pacific, Middle East & European regions.
• Delivered virtual product training for foreign/US-based employees across multiple shifts and geographies.
• Hands-on experience supporting various US banking and FinTech products including Serve, Bluebird, Pathward Bank, SpendWell, Scarlett, Target reloadable cards, and multiple gift card programs linked with US banks.
• Managed and resolved complex customer issues including fraud cases, payment disputes, account protection concerns, ticket escalations, and fraud watch analysis.
• Strong understanding of Early Warning Systems (EWS), behavioral analysis, and risk management processes.
• Acted as liaison between internal teams and multiple US banks to resolve escalations, account issues, and customer-impact cases.
• Led the Account Protection team, overseeing fraud prevention workflows and dispute resolution.
• Responsible for daily operational tasks including EOD reports, attendance records, hiring-to-production trackers (H2P), and performance reports.
• Contributed to content development for training modules, process documents, and SOP enhancements.
• Ensured adherence to quality, compliance, and service standards across training batches.

• Conduct Red, Amber, and Green (RAG) analysis to assess and track communication proficiency of healthcare advocates.
• Facilitate side-by-side (SBS) coaching sessions, providing real-time feedback to advocates to enhance their performance.
• Lead core training sessions for new hire batches, ensuring a strong foundation in communication skills.
• Responsible for sending daily reports, including EWS, RAG, pre-assessment, post-assessment, attendance, attrition reports, and EOD.
• Conducting Proficiency Knowledge Test (PKT) sessions, focusing on communication and soft skills development.
• Actively participate in global calibration sessions with leadership to ensure alignment on coaching strategies.
• Maintain trainer occupancy reports, and manage critical mailers to ensure smooth operations.
• Delivered soft skills sessions aimed to improve professional speaking and call handling.
• Utilised tools such as Maestro, Qualtrics, Geniuses, HRMS, and Sanas for voice modulation and filtration, and artificial intelligence to monitor and improve performance.
• Analysed feedback from coaching sessions to continually refine coaching methods and improve client satisfaction levels.
• Supervised a team of junior coaches, providing mentorship and continuous training to ensure high-quality service delivery.
• Assist in the onboarding process for new hires, ensuring they are equipped with the necessary tools and knowledge to succeed.
• Conducting new hire training, including soft skill sessions, orientation, BGV sessions, day-wise assessments, managing daily attendance, creating feedback forms, and initiating dip checks.
• Maintain daily records of assessments, employee feedback, and attendance, and send regular updates/reports to higher management.
• Responsible for conducting behavioural training, role-plays, empathy sessions, and emotional intelligence (EI) sessions.
• Showcase trainer efficacy and interventions to demonstrate the impact of coaching.
• Create PowerPoint presentations on soft skills and power statements tailored to the healthcare industry.
• Responsible for auditing calls of advocates and providing them with verbal and written feedback.
• Conducting Detractor scrubbing sessions, along with NPS (Net Promoter Score) improvement sessions.

• Maintaining daily records of daily assessment's data with employee feedback's and capturing their attendance and sending updates/reports to higher management,
• Conducting soft skill sessions in terms of improving professional speaking while attending calls and to enhance product knowledge, Assigning mandatory training which includes COBEC, DDP, Secure E Module, Export Compliance and Information Security.
• Tools utilized: Citrix, Vue Support Service, Avaya, Service Direct, Variant, AIM, Artificial Intelligence.
• Conducting TNI (Training needs improvement) sessions.
• Participating in global calibrations with leadership.
• Conducting cross training between different LOBs + Refresher training's, critical error refreshers along with certifications.
• Maintaining DAR (Daily activity reports) along with handling all critical mailers. Maintaining and timely updating study materials and policy modules and circulating mailers to overall employee along with higher management.
• Assisting in On boarding process to new hires.
• Conducting New hire training which includes soft skill session, orientation, BGV Sessions, Conducting Day wise assessments, managing daily attendance. Creating feedback forms, Initiating dip checks.
• Ensuring system establishment, assisting new hires in collecting ID cards, laptops and other assets, Raising Geo coding request to transportation team for new hires cab alignments, Collection of important documents with sign offs includes NDA - (Non Disclosure Agreement), WFHBP -(Work from home best practices).

• Providing assistance to candidate in booking exams internationally.
• Handling high level escalations from clients and customers in order to resolve issues over calls/emails.
• Maintaining daily reports/tracker of high call volumes and taking follow up in order to meet SL targets.
• Attending L1 & L2 supervisor calls,
• Mentored junior representatives in best practices for exceptional customer service delivery.
• Built strong relationships with customers through active listening, empathy, and understanding their needs.
• Streamlined communication for improved customer relations, managing high-volume phone calls and emails daily,
• Assisted in development of training materials for new hires, improving onboarding processes,
• Promoted as Supervisor & Senior Supervisor within 6 months.

• Inbound call handling in timely manner Solutions over phone pertaining to clients contact details,
• Assisted in development of internal policies and procedure s related to information retrieval and data management,
• Managed over 500 to 700 customer calls per day.