Service Customer

KUMARAN S

No **, Prompt Lavendar, Flat F*, Manimekalai Street, Pavendar Nagar, Kattupakkam, Chennai – 600 056

Mobile: +91-701******* E-Mail: ************@*****.***

TEAM SUPPORT SPECIALIST

Customer-centric team leader with over 6 years of banking operations experience in supporting multiple functions across fraud management. Business and colleagues have recognised me for being highly energetic and results oriented. Being a strong team player with positive attitude helps me to advance with two promotions within the organisation.

Leadership & Team Building

Stakeholder Management

Process Improvement

Risk Management

AML Compliance

Fraud Prevention

Skills

Proficient at Microsoft tools such as Excel (VBA macro), PowerPoint and Access.

Certification and hands on experience in Tableau.

Immense knowledge on fraud prevention, detection and anti-money laundering (AML).

Strong partnership with capacity planning and scheduling teams to ensure effective service level management.

Continually implementing process improvements by identifying the service gap and ensure smooth customer journey and client satisfaction.

Team management, developing quality and productivity evaluations.

New employee mentoring and training delivery.

Compete in presentation, analytical and interpersonal skills.

Barclays Global Service Centre – Pune, Maharashtra

09/2018 till date - Fraud Preventions

Successfully managing a team of 12 fraud analysts who monitor the transactions and investigates the accounts that have sustained fraudulent activity and prevent from unauthorised payments debited from customers’ accounts.

Managed fraud work queues which led to a ~20% reduction in referrals. This allows the victim cases to be investigated and addressed in timely manner.

Provides daily operation review and quality control in monthly business reports (MBR) across the operations and ensure that effective deck is submitted to the clients.

Trained, mentored and coached fraud investigators to help and build strong fraud analytical and investigation skills to analyse customer accounts with high risk attributes in order to mitigate operational losses and at the same time focus on customer satisfaction

Co-ordinate with MULE reporting to ensure every fraud trend is been flagged and recover the funds dispersed to other banking institutions as well.

Built and strengthened collaborative and positive environment among team and with line of business.

Key Achievements

Successfully managed business process transition from Chennai to Pune within organisation and completed with 100% successful rate.

Successfully led a pilot batch team with 4 associates and achieved the goals of the project.

Implemented automation tools via excel VBA and eliminated the business waste.

Reduced 5% of manual intervention and eradicated the errors through automation process.

As part of Learning and training, I have conducted multiple training sessions to help my team in career development and enhancement.

Awarded for organising and performing MIME act on risk and governance awareness within organisation.

Rewards and Recognition

Have been awarded twice for SERVICE and STEWARDSHIP in Barclays Global Recognition Program for being living to our values.

I have been recognised as best performing TSS in Pune fraud operations.

Renowned by my own colleagues for being supportive during all the required stages.

03/2016 till 08/2018 – Fraud analyst – Chennai, Tamil Nadu

Prevented financial crimes through careful observation and investigation of suspicious and unusual behaviour.

Looking at customer requests on dispute transactions and provide chargeback for valid requests.

Applying block in customers’ cards to ensure no further unauthorized transactions are processed in customer accounts within given timescale.

Investigation carried out for fraud transactions and providing pre-credit to customers in genuine cases.

Personal Attributes

Sports - Cricket (College cricket team Captain. Won college internal cricket team trophy.

Passionate about cars. Love long drive and exploring new places.

Interested on photography and video editing.

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