PUNITHA MERCILIN
Global Payment Operations Specialist
Summary
Global Payment Operations Specialist with over 4 years of professional experience in the digital financial industry. Excellent reputation for resolving financial disputes with global financial partners such as Bank Of America, JP Morgan, Deutsche Bank and other international partners. Organized and successful at prioritizing multiple projects, and offering excellent communication and good judgement.
Overview
4
4
years of professional experience
12
12
years of post-secondary education
Work History
Payment Operations Specialist 3
PAYPAL
Bangalore
04.2022 - Current
- Work closely with the business partners and broader finance team for resolving disputes and claims raised by banks and other financial institutions.
- Assist in process improvements using reporting and planning tools
- Use data to detect risky trends and implement processes to mitigate financial risks.
- Review and take action quickly on payments based on the user data payments history and PayPal products.
- Use tools and reporting to gather data and evaluate trends or patterns affecting quality at the employee level as well as broader trends at the team / regional / policy level. Leverage expertise to identify and explore gaps identified through analyzing content review results and different restriction activity; conduct root cause analysis, identify performance / process improvement opportunities and share actionable insights.
- Create training materials and standard procedures and elaborate development programs based on operational needs.
- Set-up Onboarding training and mentoring new hires, deploy training tools and necessary trainings.
- Support various implementation teams (APAC and India) across the entire company as a subject matter expert on payment operation matters.
- Support risk reviews performed across the GCS Payment Operations functions.
Global Exception Operation Specialist
PAYPAL
Bangalore
10.2019 - 04.2022
- Investigate and analyze the claims sent by various banks, to take necessary action to clear the exception transactions.
- Record and resolve all claims for reclamations from the US Treasury Department and work on par with the legal, regulatory, and technical trends in the payments industry.
- Review appropriate queues to reduce instances of fraud, identify areas of high fraud activity, and work in conjunction with the risk team to make fraud practices more robust.
- Investigate anomalies in underwriting that could potentially include fraud by identifying theft and place limitations and restrictions accordingly.
- Perform OFAC checks, assign bank payments to their potential beneficiaries, return unallocated bank payments, KYC, ACH withdrawals, Credit Analysis using standardized procedure to determine root cause and impact of identified issues
- Monitors wire system and performs assigned tasks and functions including validating system status of completed wires from previous day; performing wire end of day activities; resolving exception wires,service messages and transfers throughout the day; OFAC checks and validating phone wires.
- Provide daily, weekly, or monthly updates on the status as requested by Leadership
Social Media and Community Moderator
PAYPAL
05.2018 - 10.2019
- Providing professional assistance to potential and existing customers via Twitter and Facebook. Pacify the client timely and sensitively in case of rolling and pro-actively assist to find best solution to minimize the impact.
- Provide hyper care service for new on-board customer to dig out more cooperation opportunity.
- Identify threats and executive escalations and escalate it to the appropriate department. Differentiate complaints and feedbacks, take necessary actions to restrict, delete/block comment/ post/user/community page as per the operating procedures.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Review and moderate all user-generated content and user profiles (either pre-,post- or reactive moderation) within forums, comments, images, videos and audio, liaising with the Legal and Community team where required.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Marketing and Operations Intern
Slicepay
Bangalore
12.2015 - 01.2016
- Create innovative advertising programs which leverage marketing technologies such as, advanced behavioral targeting and dynamic creative generation, niche identification etc.
- Work with the creative team as the Campus Ambassador in Christ University, to regularly track and report each marketing plans/program performance and results from the University.
- Created proposals and organized pursuit documentation to support marketing staff to analyze web traffic.
- Practiced search engine optimization to maximize efforts in creating brand awareness.
- Set up, completed and tracked customer surveys for local, regional and national campaigns of SlicePay.
Education
MBA - Banking And Financial Support Services
NMIMS GLOBAL ACCESS SCHOOL
New Delhi 01.2022 - Current
Bachelor of Commerce - Finance
CHRIST UNIVERSITY
Bangalore 01.2015 - 03.2018
Associate of Arts - Psychology And Political Science
CHRIST PU COLLEGE
Bangalore 01.2013 - 01.2015
High School -
CARMEL CONVENT HIGH SCHOOL
Bangalore 01.2006 - 01.2013
Skills
Strong Analytical and Numerical Skills
Theft Identification, SQL, Data Analysis, Risk Mitigation
Instigate payments and interbank, including FAST, SWIFT, ACH & FX
Settlement payments on AMEX, Visa & MasterCard
KYC, OFAC checks, Exchange Earners' Foreign Currency Account (EEFC)
Training, Mentoring and Project implementation
Multilingual ( English, Kannada, Telugu, Malayalam and Tami)
Strong Verbal and Written Communication
Personal Information
Father's Name: Mercilin
DOB: 08-08-1997
Accomplishments
- Collaborated with team of Hyper Wallet and Zoom during the acquisition.
- Maintained a 97% satisfaction rating over a 24-month period as a Social media moderator.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Monetary Transactions - Handled digital cash, check, credit and automatic debit card transactions with 100% accuracy.
- Resolved product issue through consumer testing during the pandemic.
- Worked with an average of 97% of accuracy.
- Assisted in expanding the GEO team in India by the hiring, training and deploying new hires to the department.
Timeline
Payment Operations Specialist 3
PAYPAL
04.2022 - Current
MBA - Banking And Financial Support Services
NMIMS GLOBAL ACCESS SCHOOL
01.2022 - Current
Global Exception Operation Specialist
PAYPAL
10.2019 - 04.2022
Social Media and Community Moderator
PAYPAL
05.2018 - 10.2019
Marketing and Operations Intern
Slicepay
12.2015 - 01.2016
Bachelor of Commerce - Finance
CHRIST UNIVERSITY
01.2015 - 03.2018
Associate of Arts - Psychology And Political Science
CHRIST PU COLLEGE
01.2013 - 01.2015
High School -
CARMEL CONVENT HIGH SCHOOL
01.2006 - 01.2013