Nazneen Kauser

• Highly motivated and customer-focused professional with strong fintech solutions, I aim to contribute to the success of the organization by providing top-tier support, resolving financial queries, and ensuring client satisfaction.
• Handling customers' queries over calls, chats, and emails.
• Providing the best possible resolution to the customer in less time.
• Approached customers and engaged in conversation through the use of effective interpersonal and people skills.
• Using the tools in the best possible manner.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Project: User Acceptance Testing - Citibank

• Comprehensive knowledge in banking and predominantly in the payments domain across all functional areas, with expertise in the software testing life cycle, defining project scope, assessing and managing project risks, managing the requirement analysis process, user acceptance testing, and presenting results to key stakeholders.
• Strong experience in ISO 20022, having primarily worked in message categories like Pain001, Pacs008, Pacs002, Pain002, Pacs004, Pacs028, Camt052, Camt029, Camt056, and regional messages.
• Experienced in GPPSP application for different countries, like in N.A., Europe, and EMEA regions, in the Instant Payments category.
• Practicing AGILE methodologies, such as Scrum meetings, Sprint Planning, Sprint Review, and Sprint Retrospective meetings.
• Excellent hands-on experience with defect and test management tools like JIRA and Zypher.
• Discovered bugs are reported promptly, using appropriate tools to reach the development team and other stakeholders on time.
• Resolved bugs are screened vividly per customer mandate, and tested again for preferred results.
• RCA of the repudiated bugs is prepared for effective documentation of the project in JIRA.

Project: Statement Validation and Control - NA TPU, Citibank.

• The role was to spot financial, marketing, and formatting errors in pre-printed soft-copy credit card statements from various card categories of the bank.
• Analyzing the inflow of volumes at the start of the day, and planning for the day’s service with the team on different buckets, effectively to proceed with processes per the agreed TAT.
• Attending daily service conference calls to discuss the previous day’s production, quality, priority requests handled, bulk request agreements, volumes, resources available for the day, technology issues and changes, if any, and downtime experienced.
• Ensuring calibration across the team on process updates and flows all day through daily team huddle analysis.
• Clarification of doubts on the more critical transactions to the junior agents within the team, and to communicate with the onshore customer point of contact, as applicable.
• Adherence to the business refresher programs for the process every month, with real-time examples.
• Cross-training and skilling are frequently planned to ease situations when the requirement arises, with the help of line trainers and fellow quality analysts on the team.
• Risk events and customer complaints, when received, are driven deep for root cause analysis, and to adapt effective control measures to arrest the failure in the future.
• Ensuring the transaction checks are carried out simultaneously to avoid AML, and to abide by all the monetary norms stated in the agreements.
• I have been part of the service provider's daily reports, including attendance, statement verification forms, management information systems, and internal and external accuracy data preparation.
• Service level agreements were constantly monitored throughout the day to achieve the agreed commitments to the customer.
• Organizing team-bonding activities once a month to ensure effective communication among team members.