Sourav Majumdar
Guwahati
Summary
Dedicated individual with over four years of experience as an analytical and detail-driven financial crime analyst, with hands-on experience in AML investigations, KYC onboarding, and transaction monitoring. Proven ability to identify and escalate suspicious activity, conduct thorough due diligence, and ensure compliance with global regulatory frameworks, including FATF, OFAC, and EU AML directives. Skilled in using tools such as SQL and Excel. Also providing exceptional customer service via phone, chat, and email. Recognized with the Service Excellence Award for consistently delivering outstanding support and problem resolution. Passionate about enhancing customer experiences, and driving operational efficiency. Adept at handling high-volume interactions, resolving complex issues, and mentoring teams. Seeking to leverage my expertise in a fast-paced fintech environment.
Overview
4
4
years of professional experience
1
1
Certification
Work History
DEPUTY MANAGER
HDFC Bank Ltd
02.2025 - Current
- Developing and implementing strategies to improve branch performance and customer satisfaction.
- Provided support for banking products, transactions, and security concerns, ensuring compliance with financial regulations.
- Evaluated transaction monitoring alerts using internal systems, determined if escalation is warranted, and documented findings in accordance with internal procedures and regulatory expectations.
- Maintained 100% adherence to quality and response time standards, ensuring seamless, secure interactions.
- Carrying out Anti-Money Laundering (AML) and Enhanced Due Diligence (EDD) checks. This involves overseeing the review of clients, conducting Customer Due Diligence (CDD), and EDD checks, and monitoring for potential red flags.
Customer Support Specialist
ICICI Bank Ltd
Guwahati
08.2022 - 02.2025
- Delivered exceptional phone support, handling over 100 customer interactions daily, ensuring high customer satisfaction and resolution rates.
- Provided support for banking products, transactions, and security concerns, ensuring compliance with financial regulations.
- Mentored and trained OJT (On-the-Job Training) batches, helping new hires develop their customer support skills.
- Recognized with the Service Excellence Award for outstanding problem resolution and a customer-first approach.
- Collaborated with cross-functional teams to enhance service quality and improve customer experience metrics.
- Review and analyze customer transactions to identify unusual patterns indicative of money laundering, fraud, terrorist financing, or other financial crimes.
- Maintained 100% adherence to quality and response time standards, ensuring seamless and secure interactions.
- Service Excellence Award - Recognized for outstanding performance in customer service.
- OJT Mentor - Trained and guided new hires, ensuring service quality, and compliance.
Accounts Executive
ASG Eye Care Hospital Pvt Ltd
Guwahati
04.2021 - 08.2022
- Executed month-end closing activities, including journal entries, accruals, and reconciliations.
- Supported preparation of annual audits conducted by external auditors.
- Maintained accurate vendor contracts and documentation for accounts receivable and payable.
- Reviewed financial documents for accuracy prior to submission.
- Monitored customer credit limits while maintaining detailed payment records.
- Utilized accounting systems to enhance efficiency in recordkeeping tasks.
- Responded promptly to customer inquiries about billing issues and account statuses.
- Engaged customers effectively to identify needs and requirements.
Education
B.COM - MANAGEMENT
SCOC
Assam, India11-2020
Skills
- Inbound and outbound phone support
- Customer issue resolution and troubleshooting
- Live chat and email support
- Problem-solving and analytical thinking
- Multitasking in high-pressure environments
- Customer relationship management (CRM) tools
- Process improvement and team collaboration
- Customer satisfaction
- Transaction monitoring
- Regulatory compliance
- Anti-money laundering
- Customer due diligence
- Cross-functional collaboration
- Data analysis
- Reporting and documenting
- Compliance
Certifications And Achievements
- Service Excellence Award, Recognized for outstanding performance in customer service.
- OJT Mentor, Trained and guided new hires, ensuring service quality and compliance.
Accomplishments
Activities
- Participated in industry internal webinars on AML trends, FATF guidelines, and financial crime typologies
- Served as a knowledge ambassador for the compliance team, helping junior analysts with complex investigations
- Engaged in cross-functional FinTech forums discussing tools and compliance automation
- Compliance Star of the Quarter – awarded by ICICI Bank Ltd for outstanding performance in transaction monitoring and case resolution (HY 2024)
- Certificate of appreciation – for supporting a high-impact performance throughout the financial year
- Top performer – consistently ranked among the top 10% of analysts in quality and productivity metrics
Certification
- Diploma in Computer Applications
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Assamese
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
DEPUTY MANAGER
HDFC Bank Ltd
02.2025 - Current
Customer Support Specialist
ICICI Bank Ltd
08.2022 - 02.2025
Accounts Executive
ASG Eye Care Hospital Pvt Ltd
04.2021 - 08.2022
B.COM - MANAGEMENT
SCOC
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