Savita Singh

• Championed a customer-first culture within the support team, resulting in higher overall satisfaction levels and increased client retention rates.
• Spearheaded initiatives to improve departmental communication, fostering a positive work environment.
• Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.
• Contributed positively to the organization''s online reputation by promptly addressing negative reviews or comments from dissatisfied customers.
• Managed high call volumes while maintaining composure and professionalism under pressure.
• Utilized data-driven insights to identify patterns in customer inquiries, allowing for more effective resource allocation within the support team.
• Conducted quality assurance checks on support interactions, providing constructive feedback to peers for continuous improvement.
• Monitored ongoing trends in customer feedback, identifying areas for improvement and implementing necessary changes.
• Delivered prompt service to prioritize customer needs.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Cross-trained and backed up other customer service managers.
• Trained staff on operating procedures and company services.

• Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
• Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
• Gained in-depth understanding of company products, systems and policies to give customers expert support.
• Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.

• Daily business operations including collections re-structures • Personal, agricultural and business flexi over draft maintenance.

• Preparing audit confirmation reports.

• Understanding, adhering and managing fraud and compliance risk.

• Loading the fixed or floating rates to business and personal customers and maintain record of repayments.

• Maintain the reports to ensure if customer has been notified in advance of every change been made to the account.

• Manage the complaints and all service request that required resolution from the department.

• Preparing audit confirmation reports.

• Understanding, adhering and managing fraud and compliance risk.

• Assisting with general product and service enquiries and recommending solutions
• Assisting our Home Lending Specialists with their portfolio
• Managing post-lending processes to ensure timely repayments
• Performing ongoing due diligence on existing customers

• Answered nearly 80 calls daily from customers inquiring about product usage, billing dispute& fraud investigations.

• Identification of Fraudulent transactions, Fraud and Dispute case analysis

• Monitor / Investigate customer credit card accounts & dispute cases for fraudulent activity

• Interface with American express USA officials / Fraud & Detection officer to service customer needs in regards to fraud and dispute issues

• Working directly with merchants and cardholders to resolve customer service issues or fraudulent/unauthorized activities

• Analyzing merchant and cardholder account transactions to identify abnormal activity that may be fraudulent.

• Contacting merchants and cardholders to validate the authenticity.

• Research account inquiries and reported fraud, escalate and alarm the officials to prevent loss once abnormal activity or unauthorized usage / fraudulent transaction has been determined

• Performs proper review and Investigate disputed card transactions by collecting sufficient information to explore every opportunity to identify recovery opportunities in order to mitigate losses

• Compiles and routes reports capturing status of current cases, etc.

• Establish contact with customer through outbound calls as well as receiving inbound calls from our customers - Investigate fraud claims as well as provides information on currently existing fraud and dispute claims

• Responsible for providing high quality customer service by responding to telephone inquiries, customer requests and problems related to credit card fraud and dispute claims

• Taking measures to stop / evade fraudulent transaction and ensuring customer security and satisfaction like Card Block • Research credit card disputes and build dispute cases to recover funds for merchants using proprietary software.

• Validate appropriate data from internal and third party systems and ensure appropriate course of action is being pursued.

• Ensure accurate and appropriate responses to disputes

• Assisted in developing policies and procedures for the dispute resolution department, ensuring compliance with both internal requirements and external regulations.
• Reduced fraudulent activity through diligent monitoring and investigation of suspicious transactions.
• Participated in external conferences to stay informed about industry changes related to consumer protection regulations, chargeback rules, and fraud prevention techniques.
• Provided ongoing training for new team members, fostering a culture of continuous learning and professional growth.
• Researched and analyzed individual parties' positions to understand dispute background.
• Prepared written opinions or decisions regarding cases.