John VICTOR R

• 1. Onboarding of new clients by understanding the client type and accordingly collect the KYC
  requirements by running the KYC Metrix Checklist
  
  2. Managing the completion of CDD/CIP documentation for all Karbon card customers in line with applicable AML
  Policies Procedures.
  
  3. Ensuring KYC / Anti-Money Laundering risk assessments are completed prior to account opening.
  
  Developed a KYC Policies for a company and SOP for an On-boarding flow of client.
  
  4. Responsible for ensuring KYC checks and completing Enhanced Due Diligence, Handling Fraud
  escalation and supporting the investigation
  
  5. Monitor the newly opened accounts transactions pattern with relation to profile.
  
  6. Trained new employees on existing and updated policies and procedures.1. Onboarding of new clients by understanding the client type and accordingly collect the KYC requirements by running the KYC Metrix Checklist 2. Managing the completion of CDD/CIP documentation for all Karbon card customers in line with applicable AML Policies Procedures. 3. Ensuring KYC / Anti-Money Laundering risk assessments are completed prior to account opening. Developed a KYC Policies for a company and SOP for an On-boarding flow of client. 4. Responsible for ensuring KYC checks and completing Enhanced Due Diligence, Handling Fraud escalation and supporting the investigation 5. Monitor the newly opened accounts transactions pattern with relation to profile. 6. Trained new employees on existing and updated policies and procedures.
• Customer Due Diligence (CDD), Anti-Money Laundering and +2 skills

Full-time · 3 yrs 9 months Full-time · 3 yrs 9 months Karbon CardKarbon Card

• Jan 2023 - Present · 2 yrs 3 mosJan 2023 to Present · 2 yrs 3 mosIndiaIndiaKYC AnalystKYC Analyst1. Onboarding of new clients by understanding the client type and accordingly collect the KYC
  requirements by running the KYC Metrix Checklist
  
  2. Managing the completion of CDD/CIP documentation for all Karbon card customers in line with applicable AML
  Policies Procedures.
  
  3. Ensuring KYC / Anti-Money Laundering risk assessments are completed prior to account opening.
  
  Developed a KYC Policies for a company and SOP for an On-boarding flow of client.
  
  4. Responsible for ensuring KYC checks and completing Enhanced Due Diligence, Handling Fraud
  escalation and supporting the investigation
  
  5. Monitor the newly opened accounts transactions pattern with relation to profile.
  
  6. Trained new employees on existing and updated policies and procedures.1. Onboarding of new clients by understanding the client type and accordingly collect the KYC requirements by running the KYC Metrix Checklist 2. Managing the completion of CDD/CIP documentation for all Karbon card customers in line with applicable AML Policies Procedures. 3. Ensuring KYC / Anti-Money Laundering risk assessments are completed prior to account opening. Developed a KYC Policies for a company and SOP for an On-boarding flow of client. 4. Responsible for ensuring KYC checks and completing Enhanced Due Diligence, Handling Fraud escalation and supporting the investigation 5. Monitor the newly opened accounts transactions pattern with relation to profile. 6. Trained new employees on existing and updated policies and procedures.
  Customer Due Diligence (CDD), Anti-Money Laundering and +2 skills
• Jul 2021 - Dec 2022 · 1 yr 6 mosJul 2021 to Dec 2022 · 1 yr 6 mosBengaluru, Karnataka, India · On-siteBengaluru, Karnataka, India · On-site Card Issuance / NACH Card Issuance / NACH Card Application Processing
  
  1. Processing credit card applications, including reviewing and verifying applicant information.
  2. Ensure accurate and timely processing of credit card transactions, including authorizations, settlements, and refunds.
  3. Conduct regular reviews of credit card accounts to identify potential risks, fraudulent activities, or suspicious transactions.
  4. Ensure compliance with applicable laws, regulations, and internal policies related to credit card operations.
  
  NACH Operations:
  
  1. Process and manage NACH transactions, including setting up mandates, file uploads, and reconciliations.
  2. Monitor and ensure the accurate and timely processing of NACH payments, adhering to predefined schedules and deadlines.
  3. Resolve any issues or errors related to NACH registration, working closely with internal teams and external stakeholders.
  4. Stay updated on NACH regulations and guidelines issued by the National Payments Corporation of India (NPCI) and other relevant authorities.
  5.Identify opportunities for process improvements in NACH operations, such as automation, efficiency enhancements, and risk mitigation measures.
  6.Develop and maintain documentation, including standard operating procedures (SOPs), for NACH processes, ensuring accuracy and clarity.
  7.Train and educate internal teams on NACH procedures, guidelines, and best practices to ensure adherence to established protocols.Card Application Processing 1. Processing credit card applications, including reviewing and verifying applicant information. 2. Ensure accurate and timely processing of credit card transactions, including authorizations, settlements, and refunds. 3. Conduct regular reviews of credit card accounts to identify potential risks, fraudulent activities, or suspicious transactions. 4. Ensure compliance with applicable laws, regulations, and internal policies related to credit card operations. NACH Operations: 1. Process and manage NACH transactions, including setting up mandates, file uploads, and reconciliations. 2. Monitor and ensure the accurate and timely processing of NACH payments, adhering to predefined schedules and deadlines. 3. Resolve any issues or errors related to NACH registration, working closely with internal teams and external stakeholders. 4. Stay updated on NACH regulations and guidelines issued by the National Payments Corporation of India (NPCI) and other relevant authorities. 5.Identify opportunities for process improvements in NACH operations, such as automation, efficiency enhancements, and risk mitigation measures. 6.Develop and maintain documentation, including standard operating procedures (SOPs), for NACH processes, ensuring accuracy and clarity. 7.Train and educate internal teams on NACH procedures, guidelines, and best practices to ensure adherence to established protocols.
  NACH and CARD ISSUANCE

Working with CREDY NBFC (operation team) from Feb -2018. 3 years 1 month
Application Processing

1. Processing loan applications, including reviewing and verifying applicant information.

NACH Operations:

1. Process and manage NACH transactions, including setting up mandates, file uploads, and reconciliations.
2. Monitor and ensure the accurate and timely processing of NACH payments, adhering to predefined schedules and deadlines.
3. Resolve any issues or errors related to NACH registration, working closely with internal teams and external stakeholders.
4. Stay updated on NACH regulations and guidelines issued by the National Payments Corporation of India (NPCI) and other relevant authorities.
5.Identify opportunities for process improvements in NACH operations, such as automation, efficiency enhancements, and risk mitigation measures.
6.Develop and maintain documentation, including standard operating procedures (SOPs), for NACH processes, ensuring accuracy and clarity.
7.Train and educate internal teams on NACH procedures, guidelines, and best practices to ensure adherence to established protocols.

• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Proved successful working within tight deadlines and a fast-paced environment.

Worked as Sr. customer Care associate

Responding to customer inquiries via phone, email, and social media.
Providing product information and pricing details.
Resolving customer complaints or directing them to appropriate teams.
Attending training sessions to improve knowledge and customer service skills.
Identifying customer needs and forwarding inquiries to relevant individuals or departments.

• Mentored junior team members, contributing to their professional development and overall team success.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
• Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.

Worked as Customer care associate (Chat Process)

Respond to customer inquiries via phone, email, and live chat. Resolve customer issues and complaints in a timely and efficient manner. Document customer interactions and feedback. Provide accurate information about products and services. Assist customers with order placement and tracking.

• Monitored online conversations, responding promptly to customer inquiries and resolving issues in a professional manner.
• Enhanced customer engagement through timely and relevant content creation for various platforms.
• Managed multiple social media accounts, ensuring consistent branding and messaging across all channels.
• Set individual goals for each month and worked hard to attain and exceed these milestones.

Respond to customer inquiries via phone, Resolve customer issues and complaints in a timely and efficient manner. Document customer interactions and feedback. Provide accurate information about products and services. Assist customers with order placement and tracking.

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Identified and resolved discrepancies and errors in customer accounts.

• Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
• Listened to customers' questions and concerns to provide answers or responses.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
• Provided personalized support to customers by understanding their unique needs and preferences.
• Managed customer service effectiveness by monitoring performance and assessing metrics.
• Collected customer information and analyzed customer needs to recommend potential products or services.
• Coordinated with marketing department to ensure alignment on product announcements and customer communications.
• Enhanced onboarding process for new customers, leading to smoother initial experience.
• Achieved high customer service ratings consistently by maintaining deep understanding of product offerings.
• Increased team efficiency with implementation of new ticketing system.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Investigated and resolved customer inquiries and complaints quickly.