Faim Khan
Summary
Diligent and adaptable investigation specialist and customer service associate with a strong inclination for analytical reasoning, logical approach, and exceptional rapport-building. Proficient in operational risk assessment. Committed to fostering collaborative learning and adding value through extensive expertise in financial crime detection. I am excited to express my keen interest in applying for the TM Analyst L1 and L2, GSC'S job role at HSBC. My diverse background and skills align closely with the responsibilities and challenges posed by this role, and I am eager to contribute my expertise to further strengthen HSBC's operational excellence
Overview
2
2
years of professional experience
18
18
years of post-secondary education
3
3
Languages
Work History
Risk Investigator
Amazon India Development Centre
05.2023 - Current
- Applied strong analytical reasoning to process large volumes of data, detecting signs of financial crime and operational risk
- Evaluated medical and ethnicity data to ensure compliance with ethical standards and data protection regulations
- Collaborated with cross-functional teams to resolve complex data for informed decisions
- Analyzed and closely monitored websites for potential criminal activities, showcasing technological adeptness
- Utilized analytical reasoning to analyze customer data, identifying and addressing potential financial crime flags.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Established strategy for operations reporting and analytics, identifying key needs for deliverables.
- Ensure that the actions and investigations align with legal requirements and regulations. We follow legal protocols when collecting evidence and taking action against sellers engaged in abusive practices.
- Analyze customer reviews to detect patterns of review manipulation. We look for suspicious activities such as a sudden surge in positive reviews or repetitive language indicating fake reviews.
- Review the alerts/reports generated by systems and ensure the anomalous activities are escalated appropriately in accordance with regulatory requirements where appropriate
- Ensure adherence to regulatory, operations, and compliance standards.
PHONE BANKING OFFICER
ICICI BANK
08.2022 - 05.2023
- Conducted thorough analysis of transactional data to identify potential money laundering activities and flagged suspicious transactions, showcasing strong judgment skills
- Maintained exceptional rapport with customers and colleagues, contributing to a positive organizational culture
- Improve the efficiency of correspondent banking operations, promoting a culture of compliance
- Analyzing, Investigating, and Resolving customer inquiries and complaints in an empathetic manner
- Suggested banking products and services that best meet customers' needs
- Promptly respond to inquiries and requests from bank customers
- Meeting all customer call guidelines including service levels handling time and productivity
- Maintained up-to-date knowledge of product and service changes
- Acting as a relationship manager to high net-worth/ Politically Exposed People (PEPs) customers of the bank.
- Coordinating with different departments in order to provide timely services to the customer, Resolve all Customer Queries and Follow Established Procedures as Appropriate
- Adhering to all confidentiality requirements of the bank's policies & regulations like data protection and privacy, Information Risk policy and regulatory requirements, and process specific regulations
- Developed highly empathetic client relationships and earned a reputation as a “Service Ambassador” for exceeding service standard goals
- Provide Superior Customer Experience on Calls to Consumer Card Members, To identify the Mood, Profile & Need of the Customer and leverage these details to offer the best suited benefits/products to the Customer while being compliant with the laid guidelines.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
- Created and implemented strategic trading approaches.
CUSTOMER SERVICE ASSOCIATE
TECH MAHINDRA
03.2022 - 07.2022
- Attained high-quality scores for performance and customer satisfaction
- CSAT topper for the past two consecutive months
- Promoted brand loyalty by providing solutions to the customers
- Cultivated relationships with our customers by providing exemplary customer service
- Assisted my team members in the absence of the SME
- Creating data on the leave and week off requests
- Attending regularly scheduled video conferences for team meetings and one on one coaching
- Demonstrated flexibility by adapting to rotational shifts and a fast-paced environment.
CUSTOMER SERVICE ASSOCIATE
RELIANCE JIO, VOICE PROCESS
03.2021 - 10.2021
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Developed customer service scripts to ensure consistent customer service across all customer service channels
- Achieved customer satisfaction rating of 75 % within six months, exceeding the corporate target.
Education
12 -
NEW STEWART SCHOOL
10.2004 - 04.2017
Bachelor's degree - undefined
CHRIST COLLEGE
01.2017 - 04.2019
B.COM - undefined
CHRIST COLLEGE
01.2019 - 04.2022
Skills
Analytical Reasoning: Proficient in analyzing complex data to derive meaningful insights
Timeline
Risk Investigator
Amazon India Development Centre
05.2023 - Current
PHONE BANKING OFFICER
ICICI BANK
08.2022 - 05.2023
CUSTOMER SERVICE ASSOCIATE
TECH MAHINDRA
03.2022 - 07.2022
CUSTOMER SERVICE ASSOCIATE
RELIANCE JIO, VOICE PROCESS
03.2021 - 10.2021
B.COM - undefined
CHRIST COLLEGE
01.2019 - 04.2022
Bachelor's degree - undefined
CHRIST COLLEGE
01.2017 - 04.2019
12 -
NEW STEWART SCHOOL
10.2004 - 04.2017
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