Priyanka Ahiwale

Core Responsibilities:- Presently working in the ATM Channel Banking Team (Consumer Banking)

Coordinate and perform User Acceptance Testing (UAT) for new functionality or features added to the Debit Card Management System (DCMS).

Create test plans, test cases, and scripts to validate new functionalities, ensuring they meet bank standards, operational requirements, and customer experience expectations.

Identify bugs and issues during UAT, and track them through resolution with the relevant development or IT teams.

Collaborate with cross-functional teams (e.g., IT, Operations, Compliance) to validate new features, ensuring they are compliant with internal controls and regulations.

Support the production testing phase to confirm that newly implemented features are working as expected before live deployment.

Work closely with the Product, IT, Compliance, and Operations teams to ensure seamless coordination and successful implementation of new features and enhancements.

Monitor and troubleshoot the Debit Card Management System (DCMS) production issues.

Act as the liaison between internal teams and the switch vendor to ensure the timely resolution of any technical or operational issues related to debit cards.

Ensure all staff members are aligned with the latest updates in systems, processes, and SOPs.

Conduct training sessions for all RBB (Retail Banking Business) staff on the new DCMS UI to ensure seamless adoption and compliance.

Provide actionable insights and recommendations based on feedback and data analysis to improve customer experience and product functionality.

Draft, review, and revise Standard Operating Procedures (SOPs), policies, and related documents for debit card issuance, CRM, and regulatory bodies.

Collaborate with relevant departments to gather input and ensure the accuracy and effectiveness of all documentation.

Update documents based on new product features, system upgrades, or changes in regulatory guidelines.

Conduct periodic reviews of existing SOPs and procedures to ensure alignment with the latest industry best practices and compliance standards.

Coordinate with the card printing partner (Seshaasai) and other vendors to ensure proper card printing setup, and timely execution.

Coordinate with courier services for the timely delivery of debit cards, ensuring that customers receive their cards without delays.

Conduct quarterly stock inspections at the card printing partner's (Seshaasai’s) office to ensure that card stock and inventory management practices are followed.

Core Responsibilities:- Worked at the ATM Switch Team

• Addition and deletion of ATM BINs at the ATM switch level.
• Pulling of EJs using the software provided by the CRM (Cash Recycler Machine) vendor, and furnishing the same to the branches.
• Responsible for generating a debit card switch dump file from the software for debit card transactions reconciliation.
• Support branches for CRM-related issues, cash tally process of CRM, and debit card-related issues.
• Follow up with the CRM vendor for CRM-related issues and queries raised by the branches.
• Collate new circulars related to ATM, debit card, and transactions published by the RBI and NPCI for the implementation of new changes at the ATM switch level.

• Experience collaborating with vendors for the installation, conversion, deactivation, hardware issues, and billing of POS terminals, and with branches for POS rent recovery and machine non-functionality for more than 30 days.
• Experience in handling unauthorized transactions reported by customers to branches, and preparing an approval note for compensation to be given.
• Also checking POS/e-Comm transaction alerts received from VISA, and real-time decline transactions.
• Coordinating with the Technology team for the regular sending of SMS and email alerts to the bank's cardholders.
• Experience in the reconciliation process of VISA and RuPay POS and e-Comm transactions, NFS and in-house debit card transactions, and posting entries of deemed accepted transactions in CBS after manually checking with CBS and switch data: VISA, RuPay, NFS, and in-house.
• Responsible for raising failed or disputed transaction queries, i.e., Chargeback, Pre-Arbitration, or Good Faith, with VISA or RuPay for transactions initiated at ATM, POS, or e-commerce sites.
• Liaison with the reconciliation vendor for the timely implementation of regulatory changes.
• Validation of use cases and testing systematic changes in UAT before production rollout.
• Handled NFS sub-members' queries and issues.
• Preparation of MIS reports required by the management, operations, and branch team for daily, weekly, monthly, and quarterly review, and handling bill payment of vendors.