Poushali Sengupta
Operations Analyst-FINTECH
Kolkata
Summary
Results-driven Fintech Operations Analyst with over three years of specialized experience in digital payments, mandate activation (pNACH, eNACH, eMandate), and customer lifecycle management. Expertise includes managing comprehensive operational workflows and risk processes, with a strong focus on transaction monitoring, KYC/AML compliance, and process optimization. Proven ability to coordinate cross-functional teams to ensure seamless and compliant financial operations.
Eager to apply extensive Fintech knowledge in roles related to Payment Operations, Compliance, or Risk Analytics roles.
Overview
4
4
years of professional experience
3
3
Languages
Work History
FINTECH Operations Analyst
Think & Learn Pvt Ltd
06.2020 - 04.2024
- Facilitated activation of auto-debit mandates (P-NACH, eNACH, UPI eMandate) for recurring payments across loans, insurance, and subscription products.
- Ensured compliance with RBI, NPCI guidelines, and internal audit standards during mandate registration.
- Managed over 50 customer calls per day, and analyzed customer feedback to develop strategies for service improvement.
- Coordinated with cross-functional teams to reduce mandate failure rates by resolving customer documentation errors.
- Work closely with the lender for loan creation and verification.
- Supporting the sales team on-field and off-field, on the spot.
- Handling of cash and checks, and helping to get them reconciled on a weekly basis.
- Dedicated experience in KYC validation, team handling, and process monitoring.
- Conducted in-depth due diligence investigations on clients, improving the accuracy and reliability of KYC records.
- Review documentation to prevent fraud, money laundering, and identity theft losses.
- Conducted KYC formality reports on questionable accounts and transactions.
- Analyzed reports for discrepancies and suspicious activities.
- Followed standard AML procedures and processes.
- Monitored key performance indicators (KPIs) to evaluate operational effectiveness, leading to actionable insights that informed process improvements.
- Trained new team members on operational best practices, facilitating skill development and promoting a collaborative work environment.
- Assessed operational performance to identify areas for improvement.
- Developed process documents and reports related to programs and operations.
FINTECH Operations Intern
Think & Learn Pvt Ltd
02.2020 - 06.2020
- Provided exceptional services and pleasant product experiences to customers.
- Inquired relevant questions to assist customers with selecting the needed or requested products and services.
- Monitored and learned about changing customer requirements, adapted strategies as needed, and overcame objections using friendly, persuasive strategies.
- Implemented upselling techniques to increase revenue and move products.
- Updated and maintained accurate customer records in the CRM, ensuring the documentation of all interactions.
- Answered inbound customer service calls, addressing questions, concerns, and problems, with a focus on delivering exceptional service.
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
Education
Bachelor of Engineering - Computer Science
Academy of Technology, MAKAUT
01-2019
Higher Secondary Education -
Halisahar Ramprasad Vidyapith, WB
01-2015
Secondary Education -
Barlow Girls' High School, WB
01-2013
Skills
Auto-debit activation (pNACH, eNACH, eMandate, UPI AutoPay)
CRM Tools
- MS Excel (Pivot, VLOOKUP etc.)
- Leadsquared
- DIGIO
- LMS (Loan Management System)
- OMS (Order Management System)
- Salesforce
Accomplishments
Received award for Perseverance and Consistency for increasing the success rate of Digital Finance from 90% to 96%.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Bengali
Bilingual or Proficient (C2)
Timeline
FINTECH Operations Analyst
Think & Learn Pvt Ltd
06.2020 - 04.2024
FINTECH Operations Intern
Think & Learn Pvt Ltd
02.2020 - 06.2020
Bachelor of Engineering - Computer Science
Academy of Technology, MAKAUT
Higher Secondary Education -
Halisahar Ramprasad Vidyapith, WB
Secondary Education -
Barlow Girls' High School, WB