Subject Matter Expert | Customer Care & Escalations Specialist (Fintech & Banking) | L2/L3 Support
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Highly accomplished Customer Care & Banking Operations Specialist with over six years of progressive experience across Fintech, Retail Banking, and Digital Lending operations. Recognized Subject Matter Expert (SME) proficient in leading high-stakes L2/L3 escalation management, driving operational compliance, and optimizing credit card lifecycle workflows, BNPL servicing, and multi-rail dispute resolution (Visa, Mastercard, RuPay).
Adept at operating within complex regulatory frameworks (including central bank guidelines, KYC/AML controls, and audit governance). Proven track record of spearheading Standard Operating Procedure (SOP) design, conducting floor support/agent coaching, and bridging frontline resolution with Risk, Underwriting, Compliance, and Product teams.
Consistently delivers superior operational performance—maintaining 95%+ CSAT, 95%+ SLA adherence, and driving
First Contact Resolution (FCR) improvements. Fully prepared for immediate transition into the UAE/Dubai financial services ecosystem with strong adaptability, cross-cultural team management, and deep domain expertise.
CORE COMPETENCIES & KEYWORD DENSITY MATRIX
Operations & Governance Central Bank Regulatory Compliance, Visa/Mastercard/RuPay Network Rules, KYC &
AML Verification, Internal Audit Controls, Risk Mitigation
Credit & Lending Credit Card Lifecycle Management, BNPL Servicing (B2B & B2C), CIBIL / Credit Bureau
Analysis, Unsecured Loan Processing, Underwriting Support
Disputes & Fraud Operations Chargeback Management, Fraud Investigation & Monitoring, Transaction Decline
Analysis, Delinquency & Collections Strategy, Payment Gateway Reconciliation
Banking & Payment Systems NEFT / RTGS / IMPS / UPI Dispute Resolution, Settlement & Reconciliation, ATM / Debit
Card Disputes, Fixed Deposit (FD/RD) & Loan Servicing
Customer Success &
L2/L3 Escalation Management, SOP & Process Documentation, Floor Support &
Coaching, Agent KRA Management, SLA/TAT Optimization, CSAT & FCR Improvement
Bachelor of Commerce (B.Com) – Specialization in
Bengaluru University, India (2018)
