Monisha Priya

As an experienced Dispute Officer at ANZ Bank, I have honed my skills in conflict resolution, customer service, and detailed case management. I am now seeking to transition into a managerial role where I can leverage my expertise in dispute resolution, team leadership, and process improvement to drive operational excellence and enhance customer satisfaction. With a strong focus on effective communication, I am eager to contribute to the success of the team and organization by fostering a collaborative, high-performance environment.

My goal is to bring a strategic, solution-oriented approach to problem-solving while nurturing talent and ensuring seamless execution of business objectives.

Disputes Officer - ANZ Support & Services India Pvt. Ltd - Bangalore, India

(2024-02)

• Dispute Resolution: Managed and resolved cardholder disputes related to unauthorized transactions, billing errors, and service issues. Analysed transaction data and customer feedback to investigate and address disputes, ensuring timely and accurate resolutions in compliance with regulatory requirements.
• Investigation & Analysis: Conducted thorough investigations of disputed transactions, including reviewing transaction records, verifying account information, and liaising with merchants. Utilized fraud detection tools and data analytics to identify patterns and prevent future disputes.
• Compliance & Regulation: Ensured adherence to industry regulations by following established procedures and guidelines for dispute management.
• Reporting & Documentation: Generated detailed reports on dispute trends, resolution outcomes, and departmental performance metrics. Utilized data visualization tools to present insights to management and support strategic decision-making.
• Fraud Prevention: Collaborated with the fraud prevention team to identify and address potentially fraudulent activities. Assisted in the development and implementation of strategies to reduce fraud and disputes, contributing to a decrease in overall dispute volume by 15%.
• Process Improvement: Identified areas for process improvement within the dispute resolution workflow. Proposed and implemented enhancements to increase efficiency, reduce processing times, and improve the accuracy of dispute resolutions.
• Training & Development: Trained new hires and provided ongoing support to team members on dispute resolution procedures, customer service skills, and compliance requirements. Conducted workshops and created training materials to improve team performance and knowledge.
• Cross-Functional Collaboration: Worked closely with other departments, including risk management, customer service, and compliance, to ensure cohesive handling of disputes and alignment with overall organizational goals.

Senior Financial Analyst - ANZ Support & Services India Pvt. Ltd - Bangalore, India

(2021-11 - 2024-02)

• Conducted detailed financial analysis to identify and evaluate changes in operations, trends and potential areas of improvement.
• Process trainer and acting SME for small business loan servicing, daily WIP reports, Atom/RTM creation, helped reduce SLA span, BUPLAS accredited. Handles final escalations from settlements, reconciliation, insurance and Businesses for lending, resolve disputes.
• Maintained various trackers to help in better understanding of the work within team. Improved team performance by reducing errors, rework, managed pending work, handoffs.
• Quarterly Forecasts: Collected data from other divisions to support quarterly forecasts.
• Collected, maintained and updated financial loan databases of mortgage loans.
• Servicing Business Banking Customers by providing a wide spectrum of services such as KYC/AML, Corporate card maintenance, Loans, Overdrafts, Audit certificates, Loan IQ, Loans maintenance, Invoice Payments & PINS process, Document preparation.

Financial Analyst - ANZ Support & Services India Pvt. Ltd - Bangalore, India

(2020-11 - 2021-10)

• Financial Analysis & Reporting: Conducted comprehensive financial analyses for small business accounts, including cash flow, profitability, and financial health assessments. Developed detailed monthly and quarterly reports to support decision-making for senior management and relationship managers.
• Operational Efficiency: Streamlined financial operations processes by identifying inefficiencies and implementing automation tools.
• Client Relationship Management: Collaborated with relationship managers to review and assess client needs, financial status, and loan performance. Facilitated regular meetings with clients to provide insights, resolve issues, and ensure a high level of customer satisfaction.
• Data Analysis & Reporting: Utilized advanced Excel functions and SQL to analyse large datasets, uncover trends, and generate actionable insights. Created custom financial dashboards and reports using Power BI to visualize key metrics and performance indicators for small business portfolios.
• Training & Development: Provided training to junior analysts and new team members on financial analysis techniques, operational procedures, and compliance requirements, contributing to the overall development and efficiency of the team.

Customer Service Representative - Concentrix - Bangalore, Karnataka

(2018-07 - 2020-01)

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Analysed customer service trends to discover areas of opportunity and provide feedback to management.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Bachelor of Business Administration - Business Administration - Ramaiah College of Arts, Science and Commerce (2015 - 2018)