Sreepriya A V

Detail-oriented Customer Service and Operational Analyst with experience in banking operations, commercial cards, fraud and chargeback operations, customer support, and workflow optimization. Skilled in transaction processing, dispute resolution, data validation, compliance management, and operational reporting. Proficient in MS Excel, CRM tools, operational analysis, and cross-functional coordination with a strong focus on quality, productivity, and customer satisfaction.

Bankline Operations Executive – Customer Service & Operational Analyst / Back Office Executive at NatWest Group (2024-05 – Present)

• Managed Bankline customer support operations for corporate and business banking clients.
• Assisted customers with login issues, payment processing, user access management, and account-related queries.
• Handled back-office banking operations while ensuring compliance with internal policies and banking regulations.
• Processed service requests, transaction verifications, and account maintenance activities within SLA timelines.
• Monitored customer accounts and resolved operational discrepancies efficiently.
• Coordinated with internal departments to resolve escalated banking and technical issues.
• Performed data validation, documentation checks, and operational reporting using internal banking systems and MS Excel.
• Supported fraud prevention and security verification procedures for online banking activities.
• Improved workflow efficiency by identifying process gaps and recommending operational improvements.

Fraud & Chargeback Operations – Debit Cycle at NatWest Group (2023-06 – 2024-05)

• Analysed transactional and dispute records to identify fraud trends and operational risks.
• Processed and monitored chargeback fulfilment activities throughout the dispute lifecycle.
• Reduced processing errors by 20% through effective data validation and quality checks.
• Investigated fraud disputes and determined root causes for non-fraud related disputes.
• Reconciled chargeback amounts and analysed discrepancies using customer records, invoices, and sales data.
• Provided temporary chargeback support and ensured accurate documentation management.

Commercial Cards Team at NatWest Group (2022-08 – 2024-06)

• Supported commercial card operations including transaction processing and account maintenance.
• Assisted customers with card-related queries, disputes, and service requests.
• Monitored daily operational activities to ensure SLA compliance and accuracy.
• Collaborated with cross-functional teams to improve operational efficiency.
• Ensured adherence to internal controls, compliance policies, and audit requirements.

M.Com – Bharathiyar University (2020 – 2021)

B.Com – NSS College Manjeri (2016 – 2019)