NAZEEMA KHAN

• Lead teams responsible for investigating, resolving, and responding to complex credit card and loan complaints while ensuring compliance with regulatory requirements and internal risk controls.
• Lead complaint resolution teams responsible for complex customer issues and regulatory complaints.
• Partner with Compliance, Risk, Quality Assurance, and Operations teams to identify emerging risks and implement corrective actions.
• Analyze complaint trends and operational data to identify process gaps and mitigate potential compliance and customer experience risks.
• Ensure investigations are conducted accurately, consistently, and in accordance with company policies and regulatory requirements.
• Manage escalated customer complaints and collaborate with internal stakeholders to achieve timely resolution.
• Monitor quality standards and operational performance to ensure compliance and service excellence.
• Prepare executive-level reporting on complaint trends, operational risks, and performance metrics.
• Coach and develop management staff and investigators on complaint handling, regulatory expectations, and operational effectiveness.

Lead teams responsible for investigating, resolving, and responding to complex credit card and loan complaints while ensuring compliance with regulatory requirements and internal risk controls.

Key Contributions:

• Lead complaint resolution teams responsible for complex customer issues and regulatory complaints.
• Partner with Compliance, Risk, Quality Assurance, and Operations teams to identify emerging risks and implement corrective actions.
• Analyze complaint trends and operational data to identify process gaps and mitigate potential compliance and customer experience risks.
• Ensure investigations are conducted accurately, consistently, and in accordance with company policies and regulatory requirements.
• Manage escalated customer complaints and collaborate with internal stakeholders to achieve timely resolution.
• Monitor quality standards and operational performance to ensure compliance and service excellence.
• Prepare executive-level reporting on complaint trends, operational risks, and performance metrics.
• Coach and develop management staff and investigators on complaint handling, regulatory expectations, and operational effectiveness.

• Managed daily operations for a high-volume support center while ensuring regulatory compliance, risk awareness, and effective issue resolution.
• Resolved escalated customer issues and mitigated potential operational and reputational risks.
• Conducted quality reviews and compliance monitoring activities.
• Implemented performance improvement initiatives that enhanced service delivery and operational effectiveness.
• Supported employee development through coaching, mentoring, and performance management.
• Collaborated with cross-functional teams to improve customer experience and operational processes.

• Provided concierge-level support to high-value cardholders while ensuring adherence to banking procedures and risk controls.
• Assisted customers with account servicing, payment processing, rewards management, and travel-related requests.
• Maintained high standards of regulatory compliance and customer service.
• Produced performance and productivity reporting to support management objectives.
• Assisted in onboarding and mentoring new employees.

• Managed risk, chargeback, and compliance activities for international merchant portfolios and financial institution partners.
• Administered chargeback and dispute management programs for six international client portfolios.
• Analyzed transaction trends, chargeback activity, and risk indicators to identify emerging threats.
• Developed monthly risk analysis and performance reports for executive leadership and clients.
• Ensured compliance with Visa and Mastercard operating regulations and data security requirements.
• Partnered with clients to implement risk mitigation strategies and corrective action plans.
• Conducted training and mentoring initiatives focused on dispute management and risk reduction.
• Facilitated monthly business reviews highlighting risk trends, compliance concerns, and performance opportunities.

• Led risk operations, chargeback administration, fraud prevention, collections, and merchant risk oversight.
• Investigated and resolved more than 5,000 risk and chargeback cases, preventing over $10 million in potential losses.
• Managed high-risk merchant relationships, including reserve management, fund holds, releases, and account terminations.
• Conducted fraud reviews and risk assessments to identify exposure and implement mitigation strategies.
• Led a team responsible for chargebacks, merchant accounting, collections, and risk monitoring.
• Developed and launched the company's collections department.
• Recovered $1.7 million in collections during the department's first year.
• Improved operational efficiencies through workflow enhancements and quality assurance initiatives.