Vikash Singh

• Enhanced fraud detection capabilities for improved customer protection through continuous data analysis.
• Conducted thorough due diligence checks on new clients, minimizing potential risks associated with fraudulent activities.
• Monitored account activity patterns & reviewed transactional data regularly for early detection of anomalies or irregularities indicative of fraudulent behavior.
• Diligently submitted Unusual Activity Report to prevent Financial crime wherever there has been any involvement of financial abuse like money laundering, money mule, tax evasion, elder abuse, 1st party fraud, etc.
• Participated in industry conferences to stay abreast of evolving trends in financial crime prevention techniques and tools.
• Provided expert guidance to senior management on matters relating to fraud risk, ensuring informed decision-making and strategic planning.
• Handled complex fraud investigations, gathering critical evidence for successful case resolution.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Handled customer complaints effectively by providing maximum resolution having positive impact on Process & Outcome as per regulatory requirement.

OIC & Feedzai SME:

• Coached and trained staff members on fraud awareness, fostering culture of vigilance and accountability on fraud prevention techniques to reduce risk.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat Financial crime.
• Worked as part of UK Culture & Connect Project to share knowledge about UK people & their culture among staff members about UK.
• Being Feedzai SME pilot batch, assisted staff members across all sites in India & Philippines with new Feedzai Transaction monitoring tool being introduced.
• Handled customer escalations & complaints on behalf of sub ordinates.
• Always shared best practices with team members to improve & meet their PMI's individually & whole as team.

Growth Path:

Joined as Customer Service Representative for Telephone Banking & later in the year 2021 month of June was selected for Conversational Banking & supported customers via Chat process.

• Providing customer service to UK HSBC (Retail Banking & Wealth Management) customers via Telephone banking & Conversational banking regarding:

1. Personal Banking (Current Bank Account & Savings Account).

2. Credit Card support & assistance also regarding other lending products like Overdraft & Personal Loan as well.

3. Internet & Digital banking

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Acknowledging & capturing customer issues, dissatisfaction by determining root cause of problems to resolve product or service complaints with empathy resulting First Call Resolution.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Always ensured to get positive surveys from customers & meet CSAT or Net Promoter score.

Additional Responsibility:

Fostered a customer-centric culture within team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

• Cross-trained and backed up other customer service managers.
• Mentored new hires, contributing to their successful integration in team.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Increased efficiency and team productivity by promoting operational best practices.

Growth Path:

Joined as Customer Service Associate & was later promoted as a Floor Supervisor.

• Assisted US based customers remotely with technical queries regarding their Comcast XB3 modems.
• Maintained high level of product knowledge, providing accurate information to customers.
• Managed high call volume with exceptional time management skills, minimizing wait times for customers.
• Met Quality parameters for process consistently.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Mentored & trained new agents regarding the process. Kept the team updated with changes in the process & revised targets.
• Monitored & Audited calls for the staff members & shared feedbacks to help them to improve their Quality and achieve their targets.
• Reported to team leads & manager with process data & agent reports.
• Proficiently handled irate client calls on behalf of subordinates and resolving issues and concern.
• Evaluated and identified opportunities to improve process and customer experience.