Kunal Dhiman

Department – Customer Fulfillment Network

Process – UK Merchant Processing

• Create, organize, and maintain documentation for end-to-end merchant journey.
• Leading and provided training for major banking projects like Bank Partner Inquiry and Bank Account Validation.
• Helping my team leader with weekly Internal Audits for the team and sharing error report with him to minimize the risks of financial errors.
• Part of CEAT spoc for UK market
• Handling UK Escalations mailbox and inventory allocation for the team.
• Processing and E2E review of merchant payments for UK market.
• Managed potential and actual escalations, delivery of work, acting as a resource, identifying process improvements.
• Follow Quality improvement measures including review and compliance of banking information and AML to ensure accuracy and eliminate potential risks.
• Primary contact for Escalations & Audit queries for UK Maintenance & Financial process.
• Provided training and guiding directions to new hires and other associates in developing their individual performances for process betterment.
• Reviewed high aging cases for the team to Analyze root cause for increased CTR and opportunities from team.
• Proficient in analytical thinking, strategic planning, results oriented approach, leadership qualities, and building strong relationship.
• Working with AML (Anti -Money Laundering) query, bank change request, and reviewing merchants financial and reconciliation requests involves several critical steps to ensue compliance, accuracy and security.
• Reviewing KYC documents and following 6 letters due diligence which involves suspending and canceling accounts if KYC verification failed.
• Lead cross-functional teams to enhance customer experience and operational efficiency.
• Analyze customer data to identify trends, optimize processes, and drive strategic decisions.
• Develop and implement data-driven solutions that improve service quality and performance metrics.
• Collaborate with stakeholders to align goals and ensure project success.
• Mentor junior analysts, fostering a culture of continuous improvement and innovation.

• Provide objective inputs related to failed engineer jobs and key reasons leading to failure.
• Procurement of new Broadband connections all over UK.
• Handle escalations wherein necessary.
• Ensure adherence to all process guidelines.
• Ensure every provision is successful because tails work has a direct impact on the trading account.
• Putting extra effort and perform audit in the form of RCA (Root cause analysis).
• Keeping in view SLA’s and KPI to manage the tails work.
• Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responsible for handling U.K customers over chat.
• Responsible for giving 7.5 login hours daily.
• Pitching of new products to the customers.
• Excellent in handling multiple chats any time.
• Attending escalation chats apart from taking normal chats.
• Conveying the client requirements to the team with regards to the process.
• Attaining daily, weekly and monthly targets specified by the process.
• Adhering to the schedule as prescribed by the Team Leader.
• Providing the feedback to the process manager at the end of the day.
• Excellent in converting cold chats into a new assignment.
• Expertise in working with a team and taking follow up on daily basis.
• Providing permanent resolutions to customers and maintain good and healthy relationship with them.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.