Rashi Kumar

• Handled end-to-end queries for small business owners related to charge cards, credit limits, payments, balances, reconciliation, disputes, and digital platforms.
• Managed and resolved card disputes efficiently, ensuring compliance with internal policies and turnaround timelines.
• Provided membership consulting to business card members, advising on products, benefits, and best-fit solutions to support business growth.
• Upsold relevant card features and value-added services to existing members, driving enhanced account utilization and customer satisfaction.
• Delivered prompt, solution-oriented customer service through effective problem analysis and resolution.
• Served as Team Captain, conducting call audits, quality checks, and performance reviews to ensure service excellence.
• Coached and mentored team members on dispute handling, customer communication, and product knowledge to improve overall team performance.
• Supported new joiners through on-floor guidance, process training, and continuous performance feedback.

•Led and mentored a team of 12 analysts, ensuring quality, productivity, and SLA adherence

•Oversaw loan audits, documentation reviews, and collateral compliance

•Ensured regulatory compliance using Fannie Mae, Freddie Mac, and FHA guidelines

•Drove process improvements to enhance efficiency and reduce operational risk

•Prepared and reviewed monthly risk and quality reports

•Identified and resolved KPI gaps to meet business and client expectations

•Coordinated with management on operational metrics and performance reporting

•Conducted team reviews and brainstorming sessions to improve delivery quality

• Assisted customers with inquiries and provided product information.
• Resolved customer complaints using effective problem-solving techniques.
• Managed customer accounts and updated records in the HRF’s database.
• Handled high-volume calls while maintaining professional communication standards.