Summary
Overview
Work History
Education
Skills
Websites
Personal Details
Timeline
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Murali Krishna

Bengaluru

Summary

My objective is to secure a challenging role in a dynamic company where I can utilize my skills and knowledge to contribute to the success of the organization. I am a team player with excellent communication skills and a track record of meeting targets and exceeding expectations. I am committed to delivering exceptional customer service and ensuring compliance with industry regulations and company policies.

Demonstrated history of working in the financial services industry. Skilled in Service Delivery, Risk Management, Operations Management, Customer Service, and Banking. Can break down any complex issue with a logical approach, expertise in managing people and tracking performances, My objective is to secure a challenging role in a dynamic company where I can utilize my skills and knowledge to contribute to the success of the organization. I am a team player with excellent communication skills and a track record of meeting targets and exceeding expectations. I am committed to delivering exceptional customer service and ensuring compliance with industry regulations and company policies.

Overview

21
21
years of professional experience

Work History

Assistant Manager, Customer Operations

Solid
10.2020 - 05.2024
  • My role is to assure that their company is shielded from those who try to conduct illicit financial activities by conducting a thorough KYC and KYB requests placed by the clients
  • Carry out thorough verification checks on the clients and then keep an eye on these accounts in order to achieve this
  • Examine, quantify, and report on the possibility of fraudulent or questionable financial activities within the company
  • Create and put into action plans to abide by anti-money laundering legislation
  • Work together with authorities and auditors to reduce the company's exposure to money-laundering concerns
  • Examine and look at every transaction alert that the system has produced in order to spot any warning signs related to financial crime or money laundering
  • Prepare reports of questionable transactions and elevate them
  • Profiling of clients identified by the alert system for transaction monitoring
  • Support training of future members of staff and contribute to both team and product-initiated projects
  • Doing the OFAC checks in every transaction made by customers
  • Routing the unassigned tickets to the concerned department to make sure that the correct outcome is delivered in a timely manner.

Fraud recovery specialist

JPMorgan Chase & Co.
07.2017 - 09.2018
  • Process - Fraud Operations
  • As a Fraud recovery specialist, we play a key role in contributing to the profitability of JPMC by retaining customers and minimizing credit losses resulting from fraud
  • Reducing losses on credit card fraud cases by thoroughly investigating the account for recovery opportunities
  • Working directly with the Merchants in problem-solving and decision-making to provide resolution to the customers
  • Checking on transactions that are flagged as fraud and try to recover and minimize the loss for the bank.

Senior Customer Care Specialist

Ocwen Financial Solutions, Bangalore
10.2011 - 07.2017
  • Process - Mortgage Customer Care Centre
  • Providing customer support for the US based customers in a Mortgage related queries
  • Providing resolution options to the customers like Loan Modification, Forbearance plan, Escrow account to avoid Foreclosure of their property
  • Flexible in working with different processes and teams
  • Accepting the Payments via Phone and also making update as when the payments will be made
  • Worked for a pilot project TCPA process (Telephone consumer protection act) and ensured we met the compliances while making outbound calls to customers
  • Worked with Research Dept and Home Retention Dept temporarily due to the requirement.

Customer Support Specialist

DELL INDIA PVT LTD
05.2011 - 10.2011
  • Process - CSG Services
  • Providing first level technical support for the US based customers in resolving their desktop and laptop's technical queries
  • Trouble shooting techniques and tools to identify technical defects
  • Actively support the customer in all aspects through to problem resolution
  • Keeping the customer informed and updated throughout the life of incident.

Quality Analyst

WNS Global Services SA
08.2003 - 06.2010
  • Process - Norwich Union General Insurance
  • Responsible for monitoring calls of 15-20 advisors, giving feedback and conducting team meetings to share best practices
  • Have actively worked with the team in maintaining average quality score of 95%
  • Attended calibration sessions regularly to maintain uniformity in monitoring calls
  • Was also a part of the back-office process that required converting Hill House Hammond policies to AVIVA
  • Played an active role in 'team-building' exercise
  • Co-coordinating with colleagues in the UK in reducing errors in the process.

Education

Bachelor of Commerce -

MES College
Bangalore

Skills

  • Customer Experience
  • Residential Mortgages
  • Customer Retention
  • Product and service knowledge
  • Quality Assurance

Personal Details

  • Father’s Name - N B Ramaswamy
    Date of Birth - 28-07-1979
    Nationality - Indian
    Gender - Male
    Languages Known - English, Hindi, Kannada and Telugu
    Marital Status - Married
    Interests. - Driving, Music, Travelling
    Values - Honesty, Discipline, Hard Work

Timeline

Assistant Manager, Customer Operations

Solid
10.2020 - 05.2024

Fraud recovery specialist

JPMorgan Chase & Co.
07.2017 - 09.2018

Senior Customer Care Specialist

Ocwen Financial Solutions, Bangalore
10.2011 - 07.2017

Customer Support Specialist

DELL INDIA PVT LTD
05.2011 - 10.2011

Quality Analyst

WNS Global Services SA
08.2003 - 06.2010

Bachelor of Commerce -

MES College
Murali Krishna