TAMAL KUMAR SAHA

• Managed a team focused on investigating funds transfers and SWIFT payment services, enhancing operational efficiency since October 2020.
• Managed high-priority operational and customer escalations.
• Coordinated with internal departments and stakeholders for quick resolution.
• Performed RCA and implemented preventive actions for recurring issues.
• Executed comprehensive processing and troubleshooting of payment queries and transactions via SWIFT, encompassing various message types such as MT103, MT202, MT199, MT192, MT195, MT196 and MT950.
• Handling funds transfer investigations for the financial institution and corporate clients of European countries, and also handling all currencies across the globe.
• Demonstrated expertise in processing payments, including MT103, MT202, serial direct, and cover payments.
• Facilitated communication with banks and financial institutions using SWIFT messaging systems, including MT 199, MT 299, MT 999, MT 192, MT 292, MT 195, and MT 196.
• Monitoring and resolving all queries escalated by CITI Bank clients, as well as counterparties involved in payments, in the most efficient and timely manner, verifies end-to- end case correspondences.
• Directed team operations to ensure timely resolution of key performance indicators, including ADR and quality check scores.
• Monitoring volumes and allocating tasks to subordinates to meet service level agreements.
• Executed verification processes for payment transactions to ensure accuracy and compliance.
• Evaluated team performance to enhance productivity and implemented targeted corrective measures.
• Administered escalation mailbox to facilitate timely communication and resolution of inquiries.
• Managed ACH transactions, ensuring compliance with federal regulations and internal policies.
• Conducted audits of ACH files to identify discrepancies and mitigate financial risks.
• Enhanced transaction processing accuracy by implementing effective ACH procedures and guidelines.

• Worked in cash management and Payment process department for CITI Bank corporate clients across all APAC branches. (Australia, New Zealand, Hong Kong, Thailand, Taiwan, Singapore, Malaysia, India, Vietnam & Philippines).

• Handled Refund, Charges Reversal process, Balance transfer Activity, write-off payments and Fund transfer for corporate clients of Citibank.

• Handled NSTP Activity (searching valid card number of customer from payments details provided by customer with particular criteria’s using ACRS software).

• Posting customer payments on card in Real time settlement through XCEPTOR tool and vision software.

• Performed Payment Reconciliation: To ensures that all the transactions are processed successfully, rectifying duplicate payments posted, and performing payment settlement.

• Preparing daily MIS of payment downloading and uploading payment in system.

• Handling Citi bank Clients queries regarding credit refund and late payment fees through outlook application and handling escalations email. • Sending online and manual payment confirmation to Citi corporate clients.

• Led cross-functional teams to enhance project delivery and improve client satisfaction.
• Developed and implemented process improvements, resulting in increased operational efficiency.
• Mentored junior team members, fostering a collaborative environment and enhancing team performance.

• Adjusted end-to-end KYC process needs to align with workforce capabilities.
• Facilitated communication with on boarding team to gather information and on boarding documentation.
• Provided input to company decisions for prospective suppliers.
• Determined customer risk ratings based on analysis and research findings.
• Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC requirements.
• Supported KYC processes for prospective and existing customers.
• Maintained compliance with applicable regulations and laws governing consumer credit.