Mohammed Shadab Sayed

• Citibank N.A. - FIPD (Fund Transfer Investigations Process Division) (USD Investigations)

• Handling a team of 11 members.
• Indulged in the onboarding of new joiners, raising IDs, access, transport, etc.
• Training of new joiners.
• Review of daily BAU activities - Team Aging, Minuses, reviewing the internal error file, and giving feedback to team members. Maintaining leaves and attendance records - approving timely to avoid LOPs.
• Verification of cases, handling of escalation emails, and distribution of work.
• Developed a good relationship with the learning and development team to get the monthly trainings done for all Mumbai site members.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Maintained excellent employee relationships by cultivating a supportive, positive, and helpful working environment.
• Closely monitoring team performance by conducting observations and tracking key metrics, identifying, and managing underachievers appropriately.

• SWIFT Processing.

- Demonstrated ability to process and understand SWIFT payments. MT103, MT202, MT202Cov, Pre-advise, etc.

- Process and escalate fraud payments.

- Demonstrated ability to process and understand SWIFT investigation cases. Amendment, BCNR, Recall, UTA, Fraud, Debit Authority, Return of funds, etc.

- Interpret exceptional cases and provide guidance to team members on taking appropriate action.

• Team Management.

-Guiding team members and providing them support on escalation and other BAU activities.

-Efficiently handling the team mailbox and escalating appropriate cases to the concerned department and to our team for timely processing.

-Managing and distributing volume queues uniformly within team members for processing.

-Efficiently managing the team on high-volume days and carefully tracking cases.

• Reporting

-Preparing & Publishing MIS report on Ageing cases based on ageing days and transaction amount.

-Preparing & Publishing dashboard report on managing queue control status at Start,Mid & End of the day to Top management.

-Also Publishing additional MIS reports as requested by Top management.

• Training and Development

-Providing training to new joiners on process overview and applications.

-Conducting brainstorming session with team to provide automation ideas and solutions.

-Reviewing SOP to check process has been followed within the guidelines and to make necessary changes as per the process evaluation.

-Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.

*Greeting customers, assisting them with their questions, needs and purchases.

• Helping customers make selections by building customer confidence; offering suggestions and opinions.

• Handling all Showroom Sections such as AUDIO.VIDEO , HOME.APPLIANCES , MOBILE , TABLETS , ACCESSORIES etc

• Handling Cash Counter , Accounts for Showroom , Sales Return , Even Service

• Cultivating successful relationship with customers • Completing each transaction in a quick and efficient manner

• Keeping the work area neat and clean, ensuring that all stocks is replenished

• Implementing all visual merchandising standards, maintained sales records for inventory control

• Actively engaged in developing in more effective customer service.

• Commercial banking (Citibank N.A back, Process - FIPD (fund transfer investigations process division) (USD INVESTIGATIONS)

• Key Roles

• Handling Bank to Bank funds transfer queries • Investigating transactions related to USD currency only

• Investigating all types of inquiries received through SWIFT, FEDWIRE, TELEX and E-MAIL (USD) on behalf of Citibank N.A (CITIUS33)

• Handling different type of fed messages such as 1007 ,1001 ,1090 • Handling different types of swift messages such as mt199, mt999, mt195, mt295, Mt202, mt103, mt196, mt910 , mt192 , mt292

• Processing Online request from customers, Transfer of funds, Kick Out Payments, stop payments and Mid Amend payments

• Transferring the funds, Returning back of funds, Re-effecting the payments as per amending instructions of customers received Via (SWIFT, CHIPS payment and FEDWIRE payment)

• Investigating queries such as unable to apply payment, amendment request, cancellation request, beneficiary claims non-receipt, FRAUD request and other more requests

• Communicating with other banks via SWIFT, TELEX AND FEDWIRE and taking appropriate measures to solve their respective queries in the best possible manner within the best suitable time frame

• Making site report and Distributing Work to all associates