Sagar Madalmatti

⮚ Played pivotal role in setting up Credit Card Authorization for IDFC FIRST Bank

⮚ Managed the Team which performed extensive UAT & CUG testing of Prime 4 application & other peripheral systems related to Credit Card projects.

⮚ Build Real Time transaction monitoring dashboard (Pulse) with the help of Automation Team

⮚ Created BOT Alerts to monitoring ACP, STIP and other Compliance/ regulatory related rules

⮚ Monitoring OTB movement for Auth Drop, EMI Conversion, Merchant Refund, Credit Card Payments etc.

⮚ End to End testing was performed while onboarding VISA, MasterCard & Rupay Scheme (E-com, ATM, POS and Contactless).

⮚ Handling Credit Card transactions related queries and managing Nodal escalations.

⮚ Doing end-to-end follow up with concern department for closure of case.

⮚ Preparing Daily and Monthly Authorization MIS for Reconciliation.

⮚ Managing Temporary Limit Enhancement as per Bank Policy.

⮚ Monitoring MCC Velocities set on Products.

⮚ Providing training to newly joined Staff and Customer Care Team on Authorization related activities.

⮚ Highlighting Suspicious transactions to RCU Team on Daily basis.

⮚ Suggesting process improvement.

⮚ Consistently met annual performance targets set by senior leadership.

⮚ Handling MD & Nodal escalated complaints & critical requests related to Retail Liabilities, Loans through e-mail, calling up customers for complete end to end & satisfactory resolution.

⮚ To liaise with concerned departments, internal teams and branches to get the complete resolution to resolve the customer complaints within TAT & escalating the matters to higher authorities wherever required.

⮚ Managing feedback (C-SAT) post closure of complaint for an effective treatment on the root cause.

⮚ Assisting other officers for any queries or issues related to product process .

⮚ Suggesting process improvement.

⮚ Preparing Daily and Monthly Authorization MIS for Reconciliation.

⮚ Handling Credit Card transactions related queries and managing Nodal escalations.

⮚ BIN set up of Visa & MasterCard for New Issuance/ Extension from Issuer perspective.

⮚ Limit Enhancement as per Bank Policy with Senior's ratification.

⮚ Ensuring Card blocking with immediate effect to avoid financial losses.

⮚ Monitoring MCC Velocities and Group Parameters on Products.

⮚ Coordinating with vendor Wibmo Inc. for Maintenance of VBV/ MSC, IVR Transactions.

⮚ Processing Vendor's Invoices for payment.

⮚ Providing training to newly joined Staff for Authorization related activities.

⮚ Monitoring Affluent Product Declines on daily basis and contact customer for curable Declines.

⮚ Suggesting process improvement.

Analytical and Fraud Guard Monitoring: Credit Cards

⮚ Monitoring of Fraudulent Transactions for Credit Cards.

⮚ Blocking of Cards (temporary as well as permanent) in order to minimize further utilization.

⮚ Examination of fraudulent transaction pattern and modify existing rules based on findings.

⮚ Highlighting potential delinquent customers to Collection team as early warning signal.

⮚ Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.

⮚ Providing end-to-end resolution on each and every call.

⮚ Handling escalation calls from Team members requiring manager call backs.

⮚ Team Coach in the absence of Team Leader.

⮚ Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.

⮚ Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.

⮚ Informed customers of upcoming promotions and deals to boost sales.

⮚ Handling Inbound customer requests and complaint on calls.

⮚ Suggesting Process Improvements.

⮚ Welcome calling done to new account holders.