Lavanya Hegde
Senior Associate
Mariyannapalya
Summary
Experienced banking professional with over 5 years of expertise in payments processing, investigations, and customer service. Demonstrates strong organizational and interpersonal skills with a commitment to maintaining high standards and ensuring compliance with industry regulations.
Overview
7
7
years of professional experience
Work History
Senior Associate/Payments Investigation Team (Intervention)
Mashreq Global Services
5 2022 - Current
- Recognize and classify queries regarding payments through various channels
- Create cases based on received queries and respond to customer inquiries about payment status
- Managed over 600 intervention cases per day
- Send pending payment reports to correspondent banks and ensure timely completion of payments
- Investigate pending payments to avoid penalties and maintain TAT, SLA, and quality standards
- Participate in daily team huddles for knowledge sharing and process improvement
- Generate and send end-of-day (EOD) and start-of-day (SOD) reports to management.
Senior Associate/Payments Call-back Unit
Mashreq Global Services
10.2021 - 5 2022
- Perform call-back verification for manual transactions and cheques
- Managed over 50 calls per day
- Handle queries and escalations from Relationship Managers (RMs) and Client Service Managers (CSMs)
- Ensure adherence to TAT, SLA, and quality standards
- Participate in daily team huddles and generate EOD reports for management.
Analyst/Outward Remittance
ANZ Support and Services India
01.2017 - 06.2019
- Process and verify payments for outward remittance, maintaining daily productivity and accuracy reports
- Ensure timely execution of payments within currency cut-offs and adherence to international banking standards
- Develop and update Standard Operating Procedures (SOPs) for outward remittance
- Handle queries and escalations from RMs and CSMs, ensuring compliance with TAT, SLA, and quality standards
- Train new joiners on the outward remittance process and support team members as needed
- Contribute feedback on service and process enhancements to management.
Education
Bachelor of Commerce -
MGC College, Siddapura, Karnataka University
Class XII - undefined
MGC College, Siddapura
Class X - undefined
Sri Rajarajeshwari High School
Skills
SWIFT Knowledge (MT103, MT202, MT202COV, MT191)
Payments Processing
Interpersonal Skills
Customer Service
Training and Development
Proficient in MS Office applications including Excel, Word, Access, and PowerPoint
Accomplishments
- Received multiple awards and recognitions (Extra Mile Award, Star of the Month, Spot Award, etc.) for exceptional performance.
- Awarded Top Contributor of the Year.
- Consistently received appreciation emails from management and client service for efficient service delivery.
- Successfully delivered training to team members in specialized process areas.
- Maintained positive relationships with onshore and offshore stakeholders.
Personal Information
Date of Birth: 05/30/92
Disclaimer
I hereby declare that the information stated above is true to the best of my knowledge.
Timeline
Senior Associate/Payments Call-back Unit
Mashreq Global Services
10.2021 - 5 2022
Analyst/Outward Remittance
ANZ Support and Services India
01.2017 - 06.2019
Senior Associate/Payments Investigation Team (Intervention)
Mashreq Global Services
5 2022 - Current
Bachelor of Commerce -
MGC College, Siddapura, Karnataka University
Class XII - undefined
MGC College, Siddapura
Class X - undefined
Sri Rajarajeshwari High School