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purnima rajagopal
Looking for a jobOfficer – Exception Team (EMO)
Bank of America operations professional resolving complex merchant and compliance cases with AI tools and process improvements.
United StatesOfficer – Exception Team (EMO) at Bank of America
Experience
Officer – Exception Team (EMO)
Investigate and resolve complex operational cases involving account maintenance, compliance requests, dispute escalations, legal orders, bankruptcy servicing, and underwriting-related requests. Collaborate with cross-functional teams to deliver accurate and timely resolutions using AI tools.
AI ToolsOperational ExcellenceComplianceRoot Cause AnalysisCross Functional CollaborationProcess ImprovementAttention To Detail
Officer – Specialty Team (EMO)
Managed complex merchant servicing requests, account updates, funding discrepancies, disputes, and compliance-related cases. Partnered with internal stakeholders to research, resolve, and escalate high-priority merchant issues.
Merchant ServicesDispute ResolutionComplianceData AnalysisStakeholder ManagementProcess Improvement
Officer – Escalation Team (EMO)
Resolved high-priority merchant service escalations involving disputes, reserve releases, underwriting requests, and fraud-related account cases. Conducted detailed research and analysis to support decision-making and issue resolution.
Escalation ManagementResearchAnalysisFraudUnderwritingQuality Assurance
Treasury Advisor (EMO)
Guided merchants through account servicing, funding, billing, and platform-related inquiries. Educated clients on account management processes, self-service tools, and available solutions.
Customer Relationship ManagementConsultative SellingAccount ServicingBillingSelf Service Tools Development
Billing Specialist – Customer Support
Resolved customer billing and service issues while consistently delivering a positive customer experience. Assisted with onboarding and supporting new team members through knowledge sharing and operational guidance.
Customer SupportBillingOnboardingKnowledge SharingCustomer Advocacy
Customer Support Executive
Provided phone and chat support for customer account inquiries and online order assistance. Maintained accurate customer records while delivering timely issue resolution and support.
Phone SupportLive ChatCustomer RecordsIssue ResolutionCustomer Satisfaction
Sales Trainer – Product & Process
Designed and delivered onboarding programs for new sales professionals covering products, processes, and compliance requirements. Facilitated training sessions for diverse learner groups and assessed performance to support continuous improvement.
TrainingOnboardingFacilitationPerformance AssessmentCoachingCompliance
Freelance Corporate Trainer
Delivered professional development programs for organizations across multiple industries. Facilitated workshops on leadership, communication, customer service, conflict resolution, critical thinking, and team effectiveness.
TrainingFacilitationLeadershipCommunication SkillsCustomer ServiceConflict ResolutionCritical ThinkingTeam Effectiveness
Education
British Council of India
Cambridge Business English Communication (Preliminary Level) certification from the British Council of India.
British Council of India
Cambridge Business English Communication (Vantage Level) certification from the British Council of India.
Alagappa University
Master of Mass Communication and Journalism from Alagappa University, India.
University of Madras
Bachelor of Commerce from the University of Madras, Chennai, India.