Kaushik R
FX payment associate
Bangalore
Summary
8+ years of experience being an expert in providing exemplary customer service to patrons with many accolades for being a pillar in customer relationships.
Dedicated and results-oriented professional with a proven track record in customer support, client servicing, offering expertise in facilitating extensive service. Seeking a challenging role to leverage skills in process optimization, quality monitoring, queue management, etc.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Fraud Specialist (Formerly Collections Specialist)
JP Morgan Chase
09.2020 - 04.2022
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
- Resolved problems, improved operations and provided exceptional service.
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
- Counseled debtors on payment options and arranged installment agreements.
- Processed payments and contracts on accounts.
- Handled 30-40outbound and inbound calls daily with goal of collecting owed debt.
- Achieved performance goals on consistent basis.
Customer Service Representative.
HSBC Electronic Data Processing
11.2016 - 10.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Informed customers of promotions to increase sales productivity and volume.
- Set and achieved company defined sales goals.
- Developed customer relationships and increased overall sales by 30%.
Sales Representative
Creative Mindworks
07.2014 - 10.2016
- Developed and delivered engaging sales presentations to convey product benefits.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Surpassed sales objectives several consecutive years by cultivating productive client partnerships.
Payment Experience Associate
Flywire
05.2022 - 01.2024
- Discussed financial options with clients and provided informed suggestions.
- Met with members to understand goals and recommend solutions to fit specific needs.
- International Student Support:Successfully assisted students from India in managing their finances for university education abroad.
Facilitated FX rate lock-ins to minimize currency exchange risks for students and their families.
Executed end-to-end processes, including KYC verification, to ensure compliance with regulatory requirements.
Actively monitored currency markets to provide timely advice on favorable exchange rates to clients.
Implemented cross-selling strategies to enhance the range of financial services offered to clients.
- Regulatory Compliance:Vigilantly worked on KYC documents to ensure adherence to Reserve Bank of India (RBI) guidelines.
Developed a comprehensive understanding of regulatory requirements to prevent payment disruptions.
Conducted regular training sessions for the team to stay updated on evolving compliance standards.
Collaborated with legal and compliance teams to implement changes in policies and procedures.
- Process Optimization:Initiated and organized cross-training programs within the FX department to enhance efficiency.
Fostered a collaborative environment by encouraging knowledge sharing among team members.
Identified bottlenecks in existing processes and recommended improvements to streamline workflows.
Implemented best practices to reduce processing times and enhance overall service delivery.
Education
Science -
Bangalore Higher Secondary School
Bangalore 03.2009 - 2009.03
Pre University - Commerce
Bangalore Higher Secondary First Grade College
Bangalore 03.2010 - 2012.08
Bachelor of Computer Applications - Computer Applications
Amity University
Currently Pursuing 09.2021 - 09.2024
Skills
Proficient in Microsoft Office tools, CRM, Sales force, Zendesk, Genesyso
undefinedTimeline
Payment Experience Associate
Flywire
05.2022 - 01.2024
Bachelor of Computer Applications - Computer Applications
Amity University
09.2021 - 09.2024
Fraud Specialist (Formerly Collections Specialist)
JP Morgan Chase
09.2020 - 04.2022
Customer Service Representative.
HSBC Electronic Data Processing
11.2016 - 10.2019
Sales Representative
Creative Mindworks
07.2014 - 10.2016
Pre University - Commerce
Bangalore Higher Secondary First Grade College
03.2010 - 2012.08
Science -
Bangalore Higher Secondary School
03.2009 - 2009.03
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