Rubi Das

• Performed rigorous quality audits on all outgoing quotes to ensure 100% accuracy in pricing, quantities, and discount applications.
• Validated technical specifications against client requirements to eliminate errors before final delivery to the end user.

• Monitor social media platforms (Facebook, Twitter, Instagram, LinkedIn, etc.) for customer inquiries, complaints, and feedback.
• Respond to customer messages, comments, and mentions in a timely and professional manner.
• Provide accurate information about banking products, services, transactions, and digital platforms.
• Escalate complex or sensitive issues to appropriate internal teams and follow up for timely resolution.

Case Investigation and Analysis:

• Perform deep-dive analysis of transaction data and cardholder history.
• Determine the validity of claims such as "Non-Receipt of Merchandise" or "Unauthorized Transaction."
• Distinguish between genuine fraud and "Friendly Fraud" (cases where a cardholder claims a legitimate purchase is fraudulent to avoid payment).

Financial Adjustments:

• Issue Provisional or Temporary Credits to customer accounts within required regulatory timelines.
• Analyze account statements to identify associated fees (e.g., overdraft or interest charges) caused by the disputed transaction.
• Calculate and waive or reverse fees to ensure the customer is "made whole" during the investigation.

Chargeback Processing:

• Initiate formal Chargebacks through card networks (Visa or Mastercard) using appropriate reason codes.
• Communicate with merchants and acquiring banks to recover funds.
• Manage the "rebuttal" process if a merchant challenges the chargeback.

• Respond promptly to customer inquiries via phone.
• Provide accurate, valid, and complete information by using the right tools and resources.
• Resolve customer complaints and issues efficiently and professionally.
• Document all customer interactions and maintain updated records in the CRM system.
• Follow communication procedures, guidelines, and policies.
• Escalate unresolved issues to the appropriate internal departments.
• Collaborate with other teams to ensure seamless customer service delivery.
• Identify trends in customer interactions and suggest improvements to processes or services.