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Momita Das
Senior Associate Analyst @Commonwealth Bank
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WORK HISTORY
Senior Associate Analyst @Commonwealth Bank
IN
What I do:I support credit card + loan customers on servicing, repayments, and payment/transaction issues. A big part of my work is owning escalations and disputes end-to-end, getting to the right outcome while staying policy and compliance-aligned.Highlights:• Handle high-volume daily queues (100–150 interactions/day) while maintaining 96%+ quality compliance and SLA discipline.• Take ownership of complex escalations/disputes and ensure the case notes are clean enough for the next team to act without rework.• Worked on payment transaction issues like card declines, reversals, and charge posting/statement discrepancies, confirming details through structured checks and closing out accurately.• Raised recurring issue tickets with Product/Engineering using clear context + reproduction steps (expected vs actual), so problems get fixed and don’t keep repeating.• Contributed to a 25% reduction in repeat escalations by standardising call-note templates and tightening daily alignment.
EDUCATION
Gurucharan College (GC College), Silchar
Graduate, Political Science and Government
ABOUT MOMITA DAS
I work in BFSI/fintech operations with 5+ years of experience across banking and customer support. At Commonwealth Bank of Australia, I handle high-volume customer/account queries across credit cards and loans, including payments and transaction issues, disputes, and escalations with a strong focus on SLA, quality, and clean documentation.I’m known for taking ownership end-to-end, applying policy-led decision-making, and implementing practical process fixes to reduce repeat issues. I contributed to a 25% drop in repeat escalations by standardising call notes and improving daily alignment. I also support team execution as an SME, coaching new joiners and helping improve first-contact resolution habits.Tools-wise, I’ve used Freshworks CRM for case tracking and follow-ups, and Excel for operational trackers and reporting. I’m comfortable working in rotational/night shifts and fast-paced environments where accuracy and response time matter.Open to roles in Payments Ops, Disputes/Chargeback Ops, Banking Ops, Customer Operations, Banking Product Ops, and Client Ops.
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