Senior Consultant
Pine Labs Pvt Ltd
Total years of experience :8 years, 2 Months
Merchant On-boarding (Compliance/KYC/Risk/Payment)- Responsible for Onboarding
with Pine labs i.e-from initial sign-up to Go live online, ensure team meets all
compliance parameters like checking merchants documentations which includes KYC
checks in place
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it covers on-boarding for Hard Pos, VAS and NBFC programs cases to be logged by sales
team on Salesforce and closes when it gets processed in Salesforce by all KYC checks.
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Co-ordination with sales team for • KYC related Issue
• Processing the ACH (Automated Clearing House) on ACH portal with mandate ID
Analyzing MCC (Merchant category code) and implementation on merchant
onboarding for Risk assessment
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Reviewing the merchants MDR (Merchant Discount Rate) and revising them in
payment controller
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Working on payment controller tolls like Aggregator UI, Signzy for account numbers
validations
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• Closely worked on Google Pay UPI Activation process on Pine labs Pos terminals.
Closely worked with business team for BNPL (Buy Now Pay Later) activations on more
than 2 Lakhs (0.2 millions) Pos id in bulk request for Zest Money, Home Credit,
Mahindra finance & Kredit Bee (NBFC Programs)
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DCEMI T+1 enabling for T+1 Settlement before receipt of funds from the Issuer Bank,
reducing the DC EMI MDR where merchants did not accept the higher MDR.
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Reduced the Payment failure amount from 2 lakhs down to zero by taking essential
steps for debit card emi transaction on Kotak, SBI & HDFC issuer banking
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Manual fee creation on payment controller for MDR (Merchant Discount Rate) for Debit
card emi, Aggregator HDFC, Aggregator RBL and other issue banks.
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• Creating JIRA request to technology team to update the MDR in order level.
Worked on bank payout failure cases for Debit card EMI, Aggregator HDFC Bank,
Aggregator SBI Bank, Aggregator RBL Bank
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• Publishing the Payment failure report to HODs
Processing the bank account change request on relevant Pine labs systems per the
merchant request for payment payout
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Root cause analysis with action plan on merchant escalations in case for wrong
settlement.
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• Initiating the merchant's payout via payment tools
• Rewarded with Quarterly award during 4th Quarter of 2018-2019.
Supervised and managed a team of 10 customer service representatives, ensuring that
excellent customer service was provided to all customers.
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Developed and implemented new policies and procedures to improve team
productivity and efficiency.
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Analyzed current processes and identified areas for improvement, resulting in
increased customer satisfaction.
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Coordinated closely with other teams to ensure that customer needs were met and
exceeded.
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Developed and delivered team training sessions to ensure team members were up to
date on the latest processes and procedures.
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• Assisted in the recruitment, selection and onboarding of new team members.
Monitored team performance and provided feedback and coaching to improve
performance.
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• Assisted in the resolution of customer complaints and inquiries in a timely manner.
Established and maintained positive relationships with customers to ensure customer
loyalty and satisfaction.
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• Data uploading on applications as per client requirements.
Handling client escalations Via E-mail support with in TAT, and sharing the Plan of
actions (POA) to reduce error in processes
Computer Application