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Customer Service Representative

Jersey City, New Jersey, United States
November 28, 2018

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Mr Kartik Pandya

New Jersey, *****, United States, 209-***-****


I am a motivated Economics graduate. I am a numerate, confident, hard-working and enthusiastic team player. My key strengths are that I am punctual, reliable and a quick learner. I work hard and thrive to complete tasks. Having gained a range of skills from my job roles, I have gained effective communication skills and have a pro-active, approach to problem solving. Furthermore I am reliable and eager to build a long-term career within a company and become a valuable asset. The combination of these skills and work experiences make me a positive asset to any organisation that is looking for adaptable and success oriented individuals to join and support their growth plans.


2008 - 2012: Nottingham Trent University, Nottingham

BA (Hons): Economics

2006 – 2008: Weston Favell School

Advanced Level: Business Studies B, Economics B, Information Technology C

2003 – 2008: Weston Favell School

GCSE’s: 10 A - C including B in Mathematics & B’s in English Language & Literature


GKFX Financial Services: Client Onboarding Specialist

Jun 2018 –Sep 2018

Temporary Employment

Oversee day-to-day review process: Monitor KYC application work queues.

Review and analyse data and documents; seek approvals as needed.

Track and monitor potential on-boarding issues and escalating as necessary.

Participate in process standardization and improvement discussions with other teams and process partners.

Working with the Client Service, Risk and Compliance teams.

PwC: Client Administrator

Aug 2017 – Apr 2018

Temporary Employment

Completing client KYC/AML related analysis and due diligence where required, working with other teams to obtain KYC information and documentation.

Ensuring any risk issues are addressed prior to on-boarding, to ensure compliance with AML Standards and regulatory requirements.

Preparing and assisting with client communications.

Project planning, progress monitoring and reporting.

Expense and cost analysis including budget updates.

Ensuring ad-hoc projects are completed and providing support for process improvements.

Using systems such as Bloomberg and Factiva.

Financial Conduct Authority: Finance - Revenue Operations

Aug 2016 – Jun 2017

Fixed-Term Contract

Managing a portfolio of casework, maintaining relationships with stakeholders at a firm and providing technical IT support for FCA’s financial systems – This portfolio includes National banks, Asset management firms, Central and International banks, including EEA Authorised firms.

Maintaining stakeholder relationships to ensure that Annual Fee transactions are completed within their due date, this also includes collecting regulatory levies for bodies such as the PRA, FSCS and MAS.

Providing support for any Oracle system related issues - To ensure keeping up-to-date with regulatory requirements, such as completing a firm’s fee tariff data form and annual reporting.

Having weekly meetings with Management to discuss progression, and preparing for a change in approach for tasks if necessary.

Vetting with Due Diligence – with new and existing firms. This can include newly regulated firms. This may require providing an explanation of certain aspects of their regulatory requirements and assisting the firm’s stakeholders with using FCA’s systems.

Contacting a range of external firms in the UK and Europe including Mutual Societies in regards to their Consumer Credit permissions – This requires researching and planning a firm’s circumstances, this would help resolve issues and support the firm in abiding to regulatory standards – Requires diligence as confidential information is required to be discussed with the relevant function of the firm.

Keeping accurate and detailed information on each client on MS Excel and other systems, ensuring tasks are followed through on the system.

Providing IT support to a firm’s registered user/s for FCA’s systems - Chrysallis and Gabriel.

Ensuring that the stakeholder/s at a firm is able to submit their fee tariff data correctly and explain how to calculate their annual fee, this is assessed on the regulated permissions the firm has in place.

Using a range of databases such as Oracle financial software, Companies House and FS Register for company checks.

Gained experience in regulation and compliance and knowledge of the FCA handbook.

Nationwide Building Society: Customer Service Representative

Sep 2014 – Jun 2016

Permanent Employment

Dealing with customer Payment protection insurance complaints on Nationwide Personal Loans, Credit Cards and Mortgages - 1-month training provided.

Working through cases in a team environment to achieve targets set by management.

Reviewing Nationwide’s systems and key data that is held about the customer to review their complaint, also required reviewing customer complaint letters, FOS questionnaires, 3rd Party letters and managing complex cases for customers with multiple mis-sold insurance claims.

Ensuring that the customer case files are met to FOS standards. This requires reviewing cases early and adhering to regulatory guidelines.

If appropriate, calculating the redress available to the client and validating whether the redress proposed is a fair and appropriate outcome for the customer.

Composing and sending out letters to either the customer directly or third parties. This Includes letters of receipt and final response letters.

Investigating customer claims using internal systems (Portrait, Transform, CPPI, MCL RBS, internal spreadsheets, Case notes and external material provided by the customer and 3rd party to help review the case.

Required cash handling and providing support to customers behind the counter or on the branch floor.

Achieving a high and professional level of customer service, through call management, call content and product knowledge.

Checking for any fraudulent transactions, this involved visa disputes and raising the query with senior consultants for further investigation.

Ensuring SWIFT/CHAPS transactions are carried out efficiently.

When required, training new staff for an initial introduction to the business.


Touch type – type up to 60 wpm’s.

Proficient with Microsoft Office: Word, Excel, Access and Power point.

Skilled in MS Excel, comfortable using Pivot tables & other functions such as V & H lookups, IF statements, index & match formulas.

Proficient with Banking Software.

Accounts Payable/Receivable, Budget and cost analysis, Customer Service, Data Analysis, Databases, Invoicing, IT support, JIRA, Project planning, Project reporting, SharePoint, Spreadsheets.

Excellent oral and written communication skills.

Pro-active approach, friendly, and enthusiastic team player.

Discreet and professional with regard to handling sensitive information.

Able to manage a demanding, complex and varied workload.

Able to summarize large amounts of information in a concise manner.

Excellent numerical and analytical skills.

Taught Gujarati to children at mother tongue learning classes on a weekly basis


Travelled to America for part of 2015 and 2016.

Fluent in Gujarati and Hindi.

Enjoy meeting new people due to an outgoing and sociable personality

Enjoy travelling and exploring new places and wish to continue doing so in the future.

Part of a 5 a side football league side which I organise with team mates and a local cricket club.

Keep fit by going to the gym and have been for over 3 years.


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