Teams at Full Potential Solutions

Handles customer inquiries through phone, chat, and email in a 50% voice and 50% non-voice role. Responsibilities include gathering and verifying customer information, researching remittance transactions, reviewing documents, coordinating with partners, and meeting performance metrics. The position requires strong communication, customer service, multitasking, research, computer navigation, and attention to detail. It is an onsite role in Pune with rotating shifts, including weekends and holidays.

Reviews financial transactions to identify fraud, AML concerns, account takeovers, and other risks. Contacts customers and banking institutions to verify transactions, gathers KYC and compliance documents, documents findings, resolves escalations, supports customer service, and contributes to process improvement. The role requires accurate decision-making, strong communication, customer protection skills, computer proficiency, and willingness to work onsite in Pune on rotating shifts, weekends, and holidays.

Leads conversational AI engineering teams, including hiring, coaching, delivery planning, stakeholder management, and technical documentation. Oversees Cognigy and Amazon Lex/Amazon Q chatbot and voice-bot implementations, conversational design, NLU/LLM practices, testing, monitoring, integrations, reliability, observability, incident response, security, and compliance.