Rishineel Sen
Dispute Resolution & Quality Assurance Specialist
Albert Park,VIC
Summary
Experienced Dispute Resolution & Quality Assurance Specialist with over 4 years of experience in Financial Services. Excellent reputation for resolving problems and improving customer satisfaction. I am an organized and dependable candidate that is successful at managing multiple priorities with a positive attitude. I have a willingness to take on added responsibilities to meet team goals as required.
Overview
7
7
years of professional experience
10
10
years of post-secondary education
Work History
External Dispute Resolution & Quality Assurance Specialist
Insurance Internal, Latitude Financial Services
Melbourne, Victoria
03.2021 - Current
- Responsible for handling customer complaints of varying complexities
- Involved in Implementing Zendesk Project within the Complaints Function
- Involved in End-End Mandatory Breach Reporting Obligations
- Involved in drafting responses for APRA, LCCC, CGC & ASIC as required by the business
- Involved in presenting Monthly Insurance Complaints reports presented at ERMC
- Involved in analyzing Complaints related data to ensure regulatory obligations under GICOP, LICOP & RG
- 271 are being met
- Involved in Automating regulatory obligations as required by RG
- 271 through Project Work for the new Workflow Management System
- Involved in Creating Policies and Procedures relevant to the Insurance & Complaints Business function
- Responsible for supervisory duties in reviewing and approving complaints and claims as required
- Responsible for identifying gaps in workflow and raising systemic risks as identified
- Responsible for managing complaints at IDR Stage & EDR Stage
- Responsible for training and upskilling new Case Managers within the Insurance Complaints space
- Responsible for managing quality of frontline staff in Insurance Operations by call monitoring when complaints are raised
- Responsible for presenting data reports for complaints in the Insurance space that are communicated to the business
- Responsible for developing strategies to empower frontline staff and reduce overall complaint volume
- Identifying differing levels of risk to the organization and communicating to Line 1 & 2 Risk teams for Line of Sight
- Managing a pipeline of Complaints within acceptable performance standards
- Assessing and minimizing Business Risk through complaint deep dives and engaging with various teams in operations to identify widespread issues
- Managing Stakeholder interests and creating strong relationships with various Business Units and Customers
- Identify complaints related to activities that cause consumer harm and escalate for further investigation
- Undertake complaints management process per legal, risk and compliance requirements
- Manage the investigation and response of customers’ verbal and written complaints aligned to business and customer needs
- Create accurate recording and maintenance of customer information relevant to the resolution of complaints
- Implementing process improvement plans to minimize Business Risk with leadership.
- Increased customer satisfaction by resolving Complex Claims issues.
- Onboarded new Hires into Zendesk and providing regular upskilling sessions managed by Team Managers.
Customer Relationship Specialist
Latitude Financial Services
Melbourne, Victoria
04.2020 - 03.2021
- Responsible for handling customer complaints of varying complexities
- Managing a pipeline of Complaints within acceptable performance standards
- Assessing and minimizing Business Risk
- Managing Stakeholder interests and creating strong relationships with various Business Units and Customers
- Responsible for handling credit card, fraud and Personal Loans complaints of varying complexities
- Identify complaints that relate to activities that cause consumer harm and escalate for further investigation
- Undertake complaints management process in accordance with legal, risk and compliance requirements
- Manage the investigation and response of customer’s verbal and written complaints aligned to both business and customer needs
- Create accurate recording and maintenance of customer information relevant to the resolution of complaints
- Implementing process improvement plans to minimize Business Risk with leadership.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Worked cross-functionally with various members of Risk, Sales, Insurance & Fraud departments.
- Cultivated customer loyalty, promoted repeat business and improved engagement with Latitude.
Fraud Prevention Agent
Latitude Financial Services
Melbourne, Victoria
02.2019 - 04.2020
- Responsible for reviewing accounts regularly and monitoring fraud/not fraud trends
- Assisted Leadership in process improvement in how we communicate to external stakeholders
- Assisted leadership in designing process improvement practices in combatting Bin attack fraud
- Minimizing losses faced by the company when spotting fraud trends through analysis of cases
- Managing Stakeholder Interest by creating innovative solutions to fraud trends
- Responsible for maintaining daily fraud strategies placed by leadership and regularly exceed targets set by the department
- Being promoted as having a strong Customer Experience background by receiving positive responses from victims of fraud
- Responsible for communicating with external third-party stakeholder in determining fraud
- Reduced the fraud risk in the organization by assisting internal fraud analysts determine fraud trends
- Assisting leadership in better understanding fraud trends through scenario and trend analysis
- Cross-functional assistance between Customer Service and Fraud through referrals.
Customer Specialist
Latitude Financial Services
Melbourne, Victoria
02.2018 - 02.2019
- Attend to customer call queries
- Assist customers in resolving queries and complaints
- Service to sales conversion and subsequently sell linked products, as per opportunity
- Ensuring that customer satisfaction is maintained as priority based on the Organization’s Mission Statement – Customer Obsession, resulting in positive Net Promoter Score (NPS)
- Assisting leadership in step up duties when required
- Providing Backoffice assistance through return mail management
- Creating strategies with leadership to increase team wide NPS.
- Assessed and offered solutions to improve procedures and customer experiences.
- Verified accuracy of customer account information and updated when necessary.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Requested escalation for unresolved issues.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Sales Assistant
Video Ezy Rowville
Melbourne, Victoria
01.2012 - 09.2014
- My skills were not limited to Cash Handling and Stock Management
- I have other inclusive skills such as handling Customer Complaints, fulfilling Customer Needs for example tailoring my recommendation to customers based on their previous DVD purchases
- Assisting customers with any problems they may have with the DVD’s they have purchased or rentals
- Acting as a first level support on behalf of Video Ezy by triaging potential issues and escalating to my Manager, if the situation eventuated
- Working with the Manager to identify opportunities of cost savings, for example, ensuring that the Manager chose other online options of purchasing DVD’s
- Working with the Manager to identify strategies of increasing sale of old DVD’s
- Making calls to customers who had outstanding bills to pay to Video Ezy.
- Helped customers locate products and checked store system for merchandise at other sites.
- Supported loss prevention goals by monitoring shopper behavior.
- Maintained records related to sales, returns and inventory availability.
- Assisted customers with prompt and polite support in-person and via telephone.
- Coached new sales staff on store policies and strategies for increasing revenue.
Education
Bachelor of Arts - Criminology
Deakin University
221 Burwood Hwy, Burwood VIC 3125 01.2014 - 11.2018
Bachelor of Commerce - Accounting And Business Management
Deakin University
221 Burwood Hwy, Burwood VIC 3125 01.2014 - 11.2018
Post Graduate Certificate - Project Management
Monash University
07.2020 - 01.2021
Skills
Price dispute resolution
Dispute Resolution
Customer complaint resolution
External quality assessment
Experience in conflict resolution
Complaint resolution
Teambuilding
MS Office
Active Listening
Analytical and Critical Thinking
Training and Development
Organization and Time Management
Self-Motivated
Zendesk Software Proficiency
Salesforce Software Proficiency
Project management skills
Project management
Project management experience
Agile project management
Risk management
Credit risk
Insurance claims analysis
Claims handling
Timeline
External Dispute Resolution & Quality Assurance Specialist
Insurance Internal, Latitude Financial Services
03.2021 - Current
Post Graduate Certificate - Project Management
Monash University
07.2020 - 01.2021
Customer Relationship Specialist
Latitude Financial Services
04.2020 - 03.2021
Fraud Prevention Agent
Latitude Financial Services
02.2019 - 04.2020
Customer Specialist
Latitude Financial Services
02.2018 - 02.2019
Bachelor of Arts - Criminology
Deakin University
01.2014 - 11.2018
Bachelor of Commerce - Accounting And Business Management
Deakin University
01.2014 - 11.2018
Sales Assistant
Video Ezy Rowville
01.2012 - 09.2014