Senior Escalations & Credit Risk Analyst

Shalini Jeyashankar

Senior Escalations Customer

Support & Credit analyst

Waterloo, ON

647-***-****

*******.***********@*****.***

Skills

Financial & Risk Operations

Credit Adjudication (TS2), Fraud

Detection & Monitoring,

Suspicious Activity Reporting

(SAR), AML/KYC Verification,

Lending Policy Adherence.

Case Management & CRM

Salesforce, Jira, LexisNexis,

TransUnion Credit Reporting

Specialized Support

Escalation Management, Root

Cause Analysis, Multi-channel

Support (Phone/Email/Chat),

SLA Management

Order & Logistics

eCommerce Fulfillment,

Shipping Investigation (Lost

Shipments), Third-party Seller

Policy Support

Education

University of Mumbai

Accounting and Finance

Bachelor's

Languages

English (Fluent)

Native/Professional

Hindi (Fluent)

Professional

Summary

Analytical Financial Services Professional with 8+ years of experience specializing in high-level customer escalations, fraud investigation, and credit adjudication. Proven track record in mitigating financial risk through manual adjudication (TS2) and comprehensive due diligence

(TransUnion/LexisNexis). Expert in navigating complex account resolutions and root-cause analysis within Salesforce and Jira, consistently meeting strict SLAs in fast-paced corporate environments. Experience

Flexiti Financial (Questrade)

Customer Service Escalation Agent

November 2022 - Present

Toronto, ON

Escalation Management: Serve as the primary point of contact for high-priority inquiries, resolving complex account issues related to payments, transactions, and fraud while ensuring strict adherence to SLAs.

Credit Adjudication: Manually adjudicate credit and debit applications using TS2; evaluate applicant creditworthiness and exercise sound judgment to approve or decline applications in line with lending policies.

Fraud & Verification: Mitigate financial risk by conducting outbound verification calls and performing comprehensive TransUnion and LexisNexis checks to validate documentation. Root Cause Analysis: Investigate systemic issues and collaborate with internal teams to resolve recurring problems, documenting all cases meticulously in Salesforce and Jira.

NTT Data

Customer Service & Fraud Agent

March 2021 - November 2022

Toronto, ON

Detection & Investigation: Actively monitored credit card, ATM, and wire transactions for high-risk patterns; conducted in-depth investigations into suspected fraud using bank statements and user records.

Compliance Reporting: Maintained detailed records of fraudulent activity and prepared Suspicious Activity Reports (SAR) to meet regulatory standards.

Alorica (Best Buy)

Customer Service Representative

October 2020 - March 2021

Mississauga, ON

Fulfillment Support: Resolved multi-channel inquiries regarding order processing, shipping logistics (Lost Shipments), and fulfillment investigations.

Policy Navigation: Guided customers through complex third-party seller and return policies while maintaining detailed interaction logs in Salesforce.

Contact this candidate