Albin Antony

Customer-focused professional with experience in Customer Operations, Business Process Outsourcing (BPO), Claims Processing, Client Relationship Management, and Customer Service. Skilled in CRM, International Compliance, Risk Screening, Process Improvement, Issue Resolution, and Operational Support. Proven ability to enhance customer experience, ensure regulatory compliance, and deliver efficient business operations.

CUSTOMER SCREENING SPECIALIST - SEB Global Services Centre - Riga, Latvia

(2023-07 - 2025-05)

• Conducted alert investigation for international transactions, checking client names against global watchlists such as OFAC, EU, UN to spot potential risks.
• Reviewed automated system hits to quickly clear false positives and ensure data accuracy in risk assessments.
• Conducted risk escalation with thorough background research on high-risk cases, escalating true matches to senior compliance teams.
• Verified corporate ownership structures and payment details to ensure accurate risk screening for clients.
• Collaborated with cross-border banking hubs to resolve complex global screening issues using teamwork.
• Ensured timely alert resolution while consistently meeting SLA and compliance requirements.
• Documented compliance activities by writing clear, audit-ready case notes explaining why alerts were closed or escalated.

ASSOCIATE CLAIMS (US MEDICAL INSURANCE) - Legato Health Technologies (Carelon Global Solutions) - Bangalore, Karnataka

(2020-12 - 2022-12)

• Processed US medical insurance claims in compliance with SLAs, company policies, and quality standards.
• Resolved customer inquiries and claims-related issues while ensuring accurate and timely claim processing.
• Performed root cause analysis on claim exceptions to improve process accuracy and reduce discrepancies.
• Managed the end-to-end claims lifecycle, maintaining customer communication and accurate account updates.
• Assisted in process improvement initiatives by identifying workflow inefficiencies and recommending corrective actions.

CUSTOMER SERVICE REPRESENTATIVE - Teleperformance - Bangalore, Karnataka

(2020-06 - 2020-11)

• Delivered exceptional customer support by resolving inquiries and providing accurate product and service information.
• Resolved customer issues through First Call Resolution (FCR), improving customer satisfaction and service quality.
• Managed customer complaints efficiently, ensuring timely resolutions and enhancing customer retention.
• Maintained accurate customer records, interaction logs, and case updates using CRM and internal systems.

Master of Business Administration - MBA - Turiba University (2024)

Bachelor of Business Administration - BBA - Bangalore University (2020)