Anisha Roopra

Customer-focused professional currently working at Starling Bank, with hands-on experience across banking operations, customer support, and payment processes. Skilled in handling complex queries, managing complaints, and supporting account and transaction-related activities in line with internal procedures and regulatory expectations. Through working in a pod-based structure, I have developed practical experience in areas such as chargebacks, payment investigations, and account restrictions.

I am now seeking to progress into a banking or financial services role where I can further develop my knowledge in operations, risk, and financial processes.

Customer Service Associate – Banking Operations - Starling Bank

(2023-09)

• Handle a wide range of banking queries across calls, live chat, and tickets, managing multiple (3+) live interactions simultaneously while maintaining service standards
• Work within a pod structure supporting more complex account and payment-related processes.
• Raise and manage chargebacks and assist customers with disputed transactions.
• Process direct indemnity claims, issuing provisional refunds while cases are reviewed by the payments team.
• Add and remove account restrictions in line with internal risk and security procedures.
• Support with account closures, including joint accounts, ensuring correct processes are followed.
• Use the Payment Cancellation Service to attempt recovery of funds in scam or error scenarios.
• Assist customers with mobile wallet provisioning using Mastercard processes
• Update customer details (names, addresses) accurately in line with compliance requirements.
• Carry out card-related processes, including card pulls and replacements.
• Manage complaints from initial contact through to resolution, often resolving within early resolution timeframes.
• Identify and support vulnerable customers, adapting communication to achieve appropriate outcomes.
• Follow strict verification and data protection procedures to minimise fraud and security risks.
• Work in line with internal policies and regulatory expectations within a banking environment.
• Collaborate with internal teams to resolve complex cases and improve customer outcomes.

Crew Member - McDonald's

(2019-04 - 2023-09)

• Delivered efficient and friendly service in a fast-paced, high-volume environment.
• Handled transactions and resolved customer issues quickly and professionally.
• Worked as part of a team to meet service targets and maintain operational standards.

Personal Shopper - Tesco

(2020 - 2021)

• Developed strong communication and customer service skills across retail environments.
• Managed transactions and supported customers with a range of queries.

Cashier - Pound Stretcher

(2018 - 2019)

• Developed strong communication and customer service skills across retail environments.
• Managed transactions and supported customers with a range of queries.

Diploma of Higher Education - Criminology and Sociology - University of Winchester (2020 - 2022)

A Levels - Sociology (B), Business Studies (C), Health & Social Care (Merit) - Bitterne Park Sixth Form

GCSEs - St Anne's Catholic School