SHUBHAM
Bengaluru
Summary
Ambitious Customer Care Associate with 4+ years of banking experience, specializing in domestic and international customer support, transactional banking, fraud detection, and AML/KYC compliance. Proficient in advanced CRM systems, risk management, and cross-border security with a strong focus on accuracy and customer satisfaction.
Overview
4
4
years of professional experience
Work History
Premier Customer Specialist (US)
HSBC
Bengaluru
10.2025 - Current
- Managed inbound calls and chats for US banking customers, providing transactional support.
- Assisted customers with payments, transfers, ACH, card services, and account inquiries.
- Analyzed and reported fraudulent and high-risk transactions to mitigate risks.
- Adhered to US banking regulations, AML/KYC guidelines, and data protection policies.
- Demonstrated strong communication and problem-solving skills in all interactions.
CCSS Representative (United Kingdom)
HSBC
Bengaluru
04.2025 - 10.2025
- Handled inbound calls from UK customers, resolving queries related to daily banking and transactional services
- Assisted UK customers with account balances, payments, transfers, standing orders, and direct debits.
- Ensured high-quality UK customer service while achieving call handling and quality metrics.
- Identified and investigated suspicious transactions to mitigate fraud risks.
- Adhered to HSBC fraud prevention protocols to safeguard customer accounts.
Customer Support Executive (Legal/ Court Notices)
XPLORE TECH SERVICES PVT. LTD.
Bengaluru
07.2024 - 04.2025
- Provided legal representation and support to consumers in fraud, dispute, or violation cases.
- Managed caseload efficiently from intake to resolution, ensuring compliance with legal procedures.
- Offered expert advice on legal rights and options available to consumers.
- Maintained accurate records, including legal filings and correspondence.
- Negotiated settlements and agreements to achieve favorable outcomes for clients.
Customer Support (National Consumer Helpline)
XPLORE TECH SERVICES PVT. LTD.
Bengaluru
07.2024 - 04.2025
- Resolved consumer disputes and issues efficiently on government portal.
- Utilized specialized software tools to detect patterns of fraudulent activity.
- Monitored consumer complaints to ensure prompt resolution and educate on rights.
- Communicated findings to management and stakeholders regularly for transparency.
- Analyzed transactions for unusual patterns and suspicious behavior.
Customer Support Executive (Complaint Ecosystem)
XPLORE TECH SERVICES PVT. LTD.
Bengaluru
05.2023 - 06.2024
- Streamlined end-to-end customer complaint resolution processes for efficiency.
- Developed and implemented effective complaint handling procedures to address issues promptly.
- Established a feedback loop to enhance customer satisfaction initiatives.
- Escalated critical complaints to senior management when necessary.
- Collaborated with product teams to address systemic issues impacting customer experience.
Customer Support Executive (Social Media)
XPLORE TECH SERVICES PVT. LTD.
Bengaluru
04.2022 - 04.2023
- Enhanced internal communication processes to boost operational efficiency.
- Monitored social media trends to shape content strategy and outreach.
- Provided assistance to professionals whenever needed in completing various tasks and special projects.
- Provided feedback and suggestions regarding design changes needed for website updates.
- Engaged with followers by responding promptly to comments and inquiries in brand style.
Customer Support Executive(Grievance Management)
XPLORE TECH SERVICES PVT. LTD.
Kolkata
09.2021 - 03.2022
- Promptly resolved queries, complaints, and requests through email across various company platforms.
- Mentored a team of 12+ to ensure consistent adherence to best practices.
- Accurately documented customer issues using emails and support channels.
- Effectively responded to customer inquiries through emails and phone calls.
Education
B.COM Hons - Accountancy and Finance
Umesh Chandra College
Kolkata01.2022
High School Diploma -
Chinmaya Vidyalaya
Bokaro, Jharkhand01.2019
Skills
- Customer service (calls & chats)
- Daily and transactional banking
- Fraud detection and risk analysis
- Cross-border security awareness
- AML/KYC compliance
- US banking regulations
- Customer authentication & verification
- Data privacy and confidentiality
- Problem-solving and attention to detail
- Communication skills
- CRM and banking systems proficiency
Projects
Logistics efficiency - checked for the 3PL efficiency by creating detailed project on excel Fish bone - prepared fish bone project on how to reduce open to close for the complaint ecosystem
Awards
- Winner of 3 RNR program's for quality and audits
- Best employee at client location award
Timeline
Premier Customer Specialist (US)
HSBC
10.2025 - Current
CCSS Representative (United Kingdom)
HSBC
04.2025 - 10.2025
Customer Support Executive (Legal/ Court Notices)
XPLORE TECH SERVICES PVT. LTD.
07.2024 - 04.2025
Customer Support (National Consumer Helpline)
XPLORE TECH SERVICES PVT. LTD.
07.2024 - 04.2025
Customer Support Executive (Complaint Ecosystem)
XPLORE TECH SERVICES PVT. LTD.
05.2023 - 06.2024
Customer Support Executive (Social Media)
XPLORE TECH SERVICES PVT. LTD.
04.2022 - 04.2023
Customer Support Executive(Grievance Management)
XPLORE TECH SERVICES PVT. LTD.
09.2021 - 03.2022
B.COM Hons - Accountancy and Finance
Umesh Chandra College
High School Diploma -
Chinmaya Vidyalaya