Priyanka Tiwari

Client Onboarding & Bank Amendment Specialist – Citi, EMEA Region

• Managed end-to-end onboarding of new clients across the EMEA region, ensuring compliance with Citi’s global KYC/AML policies and local regulatory requirements.
• Collected, reviewed, and validated corporate documentation (Certificates of Incorporation, Board Resolutions, Authorised Signatory Lists) to complete CDD/EDD processes.
• Coordinated with Relationship Managers, Compliance, and Operations teams to streamline client setup and reduce onboarding turnaround time.
• Processed client bank amendment requests including mandate changes, addition/removal of authorized signatories, and updates to corporate instructions.
• Acted as primary client contact, providing clear guidance on documentation requirements, ensuring timely resolution, and enhancing client experience.

Department – Customer Service - Telecom - O2, UK (Chat & Email Support)

• Provided customer support to UK O2 telecom clients via chat and email channels, resolving billing, plan, and service-related queries.
• Assisted with SIM activations, mobile data troubleshooting, contract renewals, and plan upgrades while ensuring GDPR compliance.
• Managed dual chat sessions concurrently while maintaining quality and SLA targets.
• Collaborated with escalation teams to resolve complex issues efficiently.

Department - Customer Service - Airlines - Easyjet, UK (Chat & Email Support)

• Assisted passengers via chat and email with queries on bookings, cancellations, rescheduling, baggage, and special service requests.
• Handled compensation and expense claims (delays, cancellations, EU261 passenger rights) in line with airline policies and EU aviation regulations.
• Processed refunds and reimbursements accurately, ensuring compliance with GDPR and internal audit requirements.
• Managed a high volume of chat/email cases daily while consistently achieving SLA and quality targets.

Department – Customer Service - Banking - Barclays Bank, UK (Chat & Email Support)

• Delivered customer support via chat and email for Barclays UK clients, addressing queries on accounts, online banking, cards, loans, and payment services.
• Handled complex cases including disputes, fraud alerts, chargebacks, and account amendments with high accuracy and compliance.
• Processed service requests such as account updates, payment reversals, and security verification in line with UK banking regulations and GDPR.
• Collaborated with back-office and escalation teams to resolve priority and regulatory cases.