Mausam Sircar

OPERATIONS ANALYST

NATWEST GROUP

GURUGRAM

12.2021 - Current

Proficient in handling incidents related to customer complaints, financial errors, and operational issues. Proven ability to assess risks, prioritize actions, and collaborate with stakeholders to ensure timely remediation within SLAs.
Committed to maintaining incident data integrity and driving continuous process improvement. Skilled in logging, categorizing, and documenting incidents based on type and severity.
Experienced in working with cross-functional teams to identify remediation actions and escalate cases at risk of SLA breaches. Tracking progress of corrective actions, ensuring timely resolution, and maintaining updated records. Maintain incident reporting data in a centralized system aligned with KPIs for streamlined tracking and reporting.
Provided exceptional customer service via email, chat, and call interactions, leveraging comprehensive knowledge of retail banking products and services. Collaborated with Fraud and Financial Crime Product, Services, Legal, and Complaints teams internally to address escalated fraud cases.
Implemented improvements to fraud protection controls and customer support processes based on investigative findings.
Maintained precise account information and executed transactions efficiently, ensuring strict adherence to all banking regulations and security protocols. Investigated and responded to fraud-related customer escalations across multiple banking products.
Resolved customer inquiries related to credit card complaints and objections with empathy and exceptional problem-solving skills, consistently surpassing customer satisfaction benchmarks, including NPS scores.
Collaborated effectively with team members to ensure seamless back-office operations and deliver superior service to customers.
Provided project management support for the development of new products, services, or processes. Identified areas of improvement in customer service processes and suggested changes accordingly.

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