Salman Bashar

Handled end-to-end banking chargeback and dispute management, including investigation, documentation, reversals, and customer communication within defined TATs. Investigated and resolved ACH/NACH rejects, returns, reversals, and unauthorized debit cases, coordinating with internal teams and external banking partners. Ensured compliance with RBI guidelines, NACHA rules, and internal financial control standards while handling disputes and transaction exceptions.

SME and RTA, Customer Success and Operations - EPIFI Technologies Private Limited (Fi Money)

(2024-06)

• Handled end-to-end banking chargeback and dispute management, including investigation, documentation, reversals, and customer communication within defined TATs.
• Investigated and resolved ACH/NACH rejects, returns, reversals, and unauthorized debit cases, coordinating with internal teams and external banking partners.
• Ensured compliance with RBI guidelines, NACHA rules, and internal financial control standards while handling disputes and transaction exceptions.
• Handle end-to-end customer queries related to banking products including savings/current accounts, cards, digital banking, payments, and service requests.
• Resolve complex and escalated customer issues (L1/L2) within defined TAT, ensuring high customer satisfaction.
• Manage complaints and grievances in line with bank policies, RBI guidelines, and internal escalation frameworks.
• Assist customers with transaction disputes, failed payments, reversals, chargebacks, and service delays.
• Process & Floor Management: Oversee daily floor operations to ensure smooth process flow, proactively resolving issues and optimizing resource allocation.
• CSAT Management & Analysis: Monitor and analyze daily Customer Satisfaction (CSAT) scores and customer feedback, investigating causes of DSAT (Dissatisfaction) and implementing corrective action plans to enhance customer experience.
• Pendency & Productivity Tracking: Track and report daily ticket pendency for L1 and L2 support queues; generate product-wise and agent-wise pendency reports to monitor backlog and drive timely resolution.
• Productivity Monitoring: Track and analyze agent productivity metrics including login hours, handling time, output efficiency, and adherence to daily targets. Create and maintain dashboards that reflect team and individual productivity trends to drive performance improvement.
• SOP Development: Create and update Standard Operating Procedures (SOP) to establish clarity, consistency, and efficiency in operational processes.
• Innovation & Offerings: Spearhead initiatives to improve product/service offerings, introduce innovative solutions, and align with evolving customer expectations
• Quality Assurance: Conduct regular quality audits of chat, email, and voice interactions to ensure compliance with quality standards and identify coaching opportunities.
• Service Excellence: Lead projects aimed at elevating service standards, ensuring consistent delivery of high-quality offerings.
• Reporting: Publish comprehensive daily, weekly, and monthly reports on key operational metrics such as login/break compliance, productivity, and overall team performance.
• Performance Analysis: Analyze agent productivity and recommend actionable insights for improvement; share regular feedback and support the team in meeting performance targets.
• Stakeholder Collaboration: Liaise with product, operations, and customer service teams to provide process insights and support continuous improvement initiatives.

Advisor I - Concentrix Services India Pvt. Ltd

(2023-04 - 2024-05)

Scapia Federal Credit Card Process, Fintech

MBA - University of Mysore

BBA - Himalayan University, Arunachal Pradesh (2023)

PUC/Class 12 - Bhawanipur HS School (2015)