Trishna P.

Experience

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  Timberland

  May 2018 - Mar 2023

  Team Supervisor

  This is also one of my current position in which I manage execution of all activities in the shift, including money handling.I constantly ensure accuracy of float money during opening / closure of store and updated all finances on regular basis.I regularly update end of day documents and share daily emails to related personnel. I collect and update cash, cheque, cards, and mobile payments within POS systems.I leverage excellent inter-personal skills and greet, meet, and assist customers in selecting products, identifying accessories, and completing purchases.• Strictly monitored opening / closure of store, cash counting, and staff training. Show less

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  Citizen Advice Bureau

  Apr 2019 - May 2019

  Advisor

  Learnt how to answer phone calls and interview people to be able to find out what the problem was and help provide the best possible advice.On some occasions I had to call clients back as further research would be required before providing them with any advice, as they may have an open case and would need to look at pervious notes and confirm with the higher member of staff the best way to provide support.

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  Bristow & Sutor

  Aug 2021 - Mar 2023

  In my current position I efficiently handle overall correspondence through emails / letters to foster professional relations with all customers.I critically review and analyse SARs documents to gain positive results for the charge payer and clients.I idealise and create strategic plans to carry out in-depth analysis of incorporated information, gained from charge payers to ensure compliance with Data Protection Act 1998.I regularly communicate with landlords and employers to track forwarding address for charge payer by utilising tracing tools, such as Retriever.• Designed and provided recommendation on different procedures for effective handling of alert email excel spreadsheet to ensure availability of documents to all personnel document simultaneously via TEAMs, resulting in reduction of processing time by 80%. Show less I have carefully analysed overall council tax and parking debts of local authorities and transport for London as per procedures and standards in compliance with Financial Conduct Authority requirements.I instantly responded to large volume of calls of council tax and parking debts to meet client demands, while handling different callers for full/partial payment.I have accurately maintained all information of debtors within the system.• Played key role in decreasing customer disputes by 60% through effective negotiations for collection of debt.• Recognised for improving turnover of cases resolution by 70% in payments by negotiating terms and conditions of payment of London debtors. Show less

  • Compliance Officer

    Jan 2022 - Mar 2023

  • Collections Officer

    Aug 2021 - Dec 2021
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  Monzo Bank

  Mar 2023 - Nov 2024

  Fraud & CRM Investigator

  Fraud InvestigatorConduct thorough due diligence to secure customer accounts before initiating investigations into multiple Card Fraud and Account Takeover (ATO) claims. Analyse each customer's claim to ascertain whether it warrants acceptance, rejection, referral to another department such as Goods & Services, or the closure of the customer account. Review and provide comprehensive feedback on case notes from other team investigators, assisting in the resolution of cases. Ensure the integrity of investigations and maintain customer trust through diligent and methodical examination and resolution processes.Anti-Money Laundering Investigator (AML)Gained extensive experience in anti-money laundering by monitoring large transactions and preparing SARs reports and CIFAS forms. Developed proficiency with two distinct SAR reports: SAR: info and SAR: DAML. Investigated transactions to identify reasonable grounds for suspecting money laundering, leading to the completion of SAR: info forms. Utilised SAR: DAML forms as necessary to prevent potential money laundering offences. Ensured compliance with anti-money laundering regulations and best practices throughout all investigative processes. Screening/ Onboarding in Anti-Money Laundering Investigator (AML)Screened and onboarded clients using Politically Exposed Persons (PEP) criteria. Evaluated client information and documents to assess risk appetite for onboarding decisions. Determined whether to proceed with client onboarding based on the information provided. Enhanced understanding of Source of Wealth (SOW) and Source of Funds (SOF) distinctions through client document reviews. Show less

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  Virgin Money

  Nov 2024 - now

  Fraud Detection Officer

  A dedicated and adaptable customer service professional with a strong commitment to delivering exceptional customer experiences. Skilled in providing guidance and support to customers facing financial difficulties or potential fraud risks while ensuring compliance with regulatory frameworks. This includes dealing with payments on hold and understanding why the payment has been placed on hold and potentially removing fraud locks where necessary. Adept at problem-solving, active listening, and collaborating with third parties to achieve the best outcomes for both customers and the company to ensure the fraud scam or any suspected mule activated has been logged correctly. Passionate about continuous improvement and challenging processes to enhance service quality. Emotionally resilient and a strong team player, always ready to support colleagues in a fast-paced environment. - Understanding why the payments are on hold and looking at removing fraud locks- Reporting Fraud scams and Mules using SSI and Flames- Customer verification checks using HooYu to ensure we are speaking to the customer - Offering and filing customer complaints to ensure the customer is receiving the best customer service Show less