SANAPATHI HEMANTH KUMAR

• Investigate Fraud: Analyze data and behavior to detect and investigate fraudulent activities.
• Assess & Mitigate Risk: Evaluate fraud risks and implement controls to prevent losses.
• Analyze Data & Report: Interpret fraud trends and contribute to detection strategy.
• Manage Fraud Cases: Oversee cases from detection to resolution, coordinating with stakeholders or merchants.
• Generated monthly metric: Reports, interpreted results and developed processes and solutions.
• Management: Managed approximately 10-12 incoming calls and emails per day requests.

• Managed US Bank Mortgage operations for US-based clients and customers.
• Oversaw three key mortgage banking processes: ACH, Verification of Deposits, and Fee Waivers across multiple queues (5-8 cases per day).
• Supported implementation of queue allocation and production as part of the extension team.
• Led daily client calls for process updates and query resolution.
• Managed urgent client and project coordinator requests, ensuring timely email responses.
• Maintained daily reports on request volumes and pending items.
• Served as initial management escalation point for critical issues.

• Resolve Customer Inquiries: Address customer questions and issues via phone, email, or chat.

Cold calls as per data

Hot calls 50-60 calls per day

• Provide Product/Service Info: Educate customers on offerings and policies.
• Process Transactions: Assist with orders, returns, and account adjustments.
• Document Interactions: Maintain accurate records of all customer communications.
• Escalate Complex Issues: Route unresolved problems to appropriate departments.
• Ensure Customer Satisfaction: Strive for positive customer experiences and outcomes.
• Adhere to Guidelines: Follow company policies and procedures for service delivery.
• Identify Sales Opportunities: Recommend additional products/services when appropriate.