VAISHNAVI B
Banking Officer
Chennai
Summary
Driven Process Advisor and Senior Operations Specialist with a proven track record at Barclays Global Service Centre and Citibank. Excelled in payment operation process improvement and dispute resolution, enhancing payment repair accuracy and efficiency. Skilled in quality assurance, MIS analysis and production deadline management, significantly contributing to operational excellence. Demonstrated expertise in handling complex transactions in multiple currencies, achieving and surpassing daily SLA targets.
Overview
6
6
years of professional experience
Work History
Process Advisor
Barclays Global Service Centre
06.2023 - Current
- Analyzed reasons for ROF payments using Return Codes
Expertise in MT, ISO & XML formatting with pacs008, pacs009, pacs002 to repair payments for Correspondent Banks, Clients, Suspense & Cancellation of Payments
Created Manual Repair Instructions for Payments - Well versed in direct & cover payments, inward & outward payments, Nostro & Vostro accounts & repaired FX payments
Verifier & Performer for ROF Payments in GBP, EUR, USD and other Exotic Currencies - Worked in global payment system, SWIFT, CHAPS,SEPA, EURO1, TARGET2 scheme payments, Cross currency payments in QMS, GPP, SOLD, Fullserve, DMW, Swift ref
- Experienced in MT103,MT202,MT910,MT199 messages
- Sampled and reviewed payments for risk control measures on daily basis to ensure Compliance with payment policies
- Publish MIS reports – Daily SLA, Cut-off & Error reports
Senior Operations Specialist
Citibank
06.2021 - 02.2023
- To do quality audits and ensured 100% compliance within the team.
- To verify and accurately maintain client- merchant documents during each stage of the dispute process.
- To determine merchant Credit, Customer Credit or Chargeback by analyzing transaction history for successful billing disputes resolution.
- Proposed an automation idea to reduce 3/10 MTP for dispute resolution process.
- Review and access chargeback related transactions to ensure adherence to Regulation Z.
- Have been a part of Escalation desk to handle level 2 customer complaints.
Operations Specialist
Citibank
06.2019 - 06.2021
- Carried out training and refreshers to ensure improved CSAT and NPS scores and adherence to regulation requirements.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- To handle Credit card account based queries, customer complaints, Credit card disputes and processing other Credit card related services with the North American Credit card customers.
- Well trained to handle tools such as Eclipse, RSM, Sawgrass, Live Engage to respond to service enquiries from customers and resolve complex issues across multiple system and platforms.
- As part of Internal audits, Chats were reviewed for individual agents to ensure regulations for APR, Account Closure, CLI, Disputes, Privacy Act and related verbatim were accurately provided
Senior Operations Processor
Wells Fargo
09.2024 - Current
Education
MBA - Finance
Loyola College
Chennai 04.2001 -
B.Com [Honours] -
DG Vaishnav College
Chennai 04.2001 -
Skills
MIS Reporting
New Hire Training
MT Messages
ISO XML messages
Process Improvement
Cross-Functional Collaboration
Timeline
Senior Operations Processor
Wells Fargo
09.2024 - Current
Process Advisor
Barclays Global Service Centre
06.2023 - Current
Senior Operations Specialist
Citibank
06.2021 - 02.2023
Operations Specialist
Citibank
06.2019 - 06.2021
MBA - Finance
Loyola College
04.2001 -
B.Com [Honours] -
DG Vaishnav College
04.2001 -