Experienced Customer Experience and Operations Leader with over a decade of combined expertise in FinTech and banking. Proven ability to lead and coach high-performing teams , resolve complex client escalations , and drive process improvements that boost satisfaction and efficiency. Notable achievements include spearheading the implementation of innovative solutions such as voice verification for telephone banking at HSBC, directly enhancing security and user experience. Seeking to leverage deep operational and client relations acumen to champion a customer-first culture and drive strategic advancements in the FinTech and banking sectors.
Hi, I’m
MERT ASLAN
SENIOR OPERATIONS & CUSTOMER EXPERIENCE LEADER
79 Triq Ta Giorni, St. Julian's
Summary
Overview
10
years of professional experience
Work History
TRUMIA LIMITED
Operations Officer
09.2024 - Current
Job overview
- Played an integral role in the product launch of new Debit Cards by performing extensive live-environment testing, executing multiple transaction scenarios to ensure a successful rollout to corporate and individual clients.
- Streamlined client onboarding by coordinating with Compliance for effective due diligence and regulatory adherence.
- Managed account setup accuracy across consumer and corporate profiles, ensuring product, fee, and data alignment in Core Systems.
- Conducted initial checks on client documentation, ensuring compliance with industry regulations and internal policies.
- Monitored client transactions as a first-line defense to align with AML (Anti-Money Laundering) and CFT (Counter Financing of Terrorism) standards.
- Processed daily payments using Core and third-party systems with efficiency and accuracy.
- Served as a liaison with banking partners, addressing payment-related queries and resolving operational issues.
- Oversaw operational workflows to verify seamless execution and adherence to protocols.
- Proposed and implemented process improvements to address workflow redundancies.
- Acted as a primary point of contact for client queries, providing solutions and managing escalations to third parties when required.
- Contributed to policy, procedure, and guideline development to reinforce compliance and operational standards.
- Contributed to the development and perform daily maintenance of the SWIFT ledger, retrieving and processing key SWIFT messages (Pacs.002, Pacs.004, Pacs.008) via Alliance Cloud.
- Acted as the interim risk lead in the absence of a Risk Officer, managing end-to-end fraud recalls and chargebacks by maintaining a fraud registry and liaising with Compliance and banking partners to resolution.
SHIFT4 EUROPE (FORMERLY FINARO)
Senior Operations Officer
10.2019 - 08.2024
Job overview
- Onboard new Partners/Merchants setups within Salesforce and other systems.
- Provide Partners/Merchants with Card Schemes when required.
- Identify and resolve technical or financial issues by thoroughly investigating the root cause, exploring available resolutions, and providing alternative solutions as needed.
- Ensure all actions are executed in alignment with Key Performance Indicators (KPIs) and Service Level Indicators (SLIs).
- Manage expectations with SOMs (Sales Operations Manager) and ensure Service Level Agreements (SLAs) are maintained.
- Work alongside other departments to ensure Merchants are adhering to Card Schemes regulations and applying transaction blocking rules to ensure compliance.
SHIFT4 EUROPE (FORMERLY FINARO)
Client Relations Officer
05.2018 - 10.2019
Job overview
- Addressing client inquiries by understanding the requirement, performing research, and providing answers or explanations.
- Resolve any reported technical or financial problems by clarifying the issue; examine and explore available resolutions or implement alternative solutions. Any unresolved issues must be escalated to the relevant business/system owners until a resolution is available.
- Provide client training on the various Financial systems, platforms, and procedures when required.
- Perform network and system monitoring to ensure that our processing platform and technology remain stable and operational at all times. Work with the relevant business/system owners if any potential faults or errors are identified.
- Assist clients with the initial stages of Chargeback cases.
- All activities need to be accurately logged and updated within the company's CRM system.
HSBC BANK PLC
Customer Service Representative
07.2015 - 04.2018
Job overview
- Managed an average volume of 60 incoming calls daily.
- Identify and assess customers' needs to achieve satisfaction.
- Review accounts to regulatory standards within the EDD (Enhanced Due Diligence) guidelines for high-net-worth individuals in the Premier Bank sector.
- Perform the required KYC (Know Your Customer) screenings on customers documenting the information obtained on the clients as required by global KYC procedures.
- Maintain a high level of vigilance in regards to transactions and raise a UAR (Unusual Activity Report) for any suspicion triggered.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interaction, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers.
HSBC BANK PLCSwatar
Onboarding & Development Coach
06.2017 - 10.2017
Job overview
- Work alongside the Academy Manager to drive and coach performance improvement with my team of new bank employees on their Best Place to Start journey.
- Installing a high-performance culture, enhancing development, and delivering the Structured Coaching Framework.
- Act as a role model for HSBC's values and behaviors, supporting new bank employees to deliver superior customer service through them.
- Through feedback, coaching, and EBCJ referral duties to help my team build their capabilities, and align to support their learning and experience and prepare them for joining the business.
- Worked with Senior Managers, Lines of Business & other departments to ensure ongoing compliance with AML (Anti-Money Laundering) Standards & regulatory requirements.
- Always demonstrate professionalism and confidence and be self-assured in my own capabilities.
- Maintain and develop knowledge of products and procedures and ensure that all inquiries are handled in line with HSBC policy, ensuring regulatory requirements are fully observed.
Education
STC Higher EducationPembroke
Diploma from Computing Level 4
06.2015
University Overview
- Diploma in Computing Level 3
- Certificate in Designing and Developing a Web
- Certificate in Computer Hardware
- Certificate in Ethical Hacking
Junior LyceumHamrun
High School Diploma
04.2001
University Overview
- O Level English
- O Level Religion
- ECDL (European Computer Driving License)
Skills
Customer service management
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Bilingual or Proficient (C2)
Maltese
Bilingual or Proficient (C2)
Italian
Intermediate (B1)
Turkish
Beginner (A1)
Timeline
Operations Officer
TRUMIA LIMITED
09.2024 - Current
Senior Operations Officer
SHIFT4 EUROPE (FORMERLY FINARO)
10.2019 - 08.2024
Client Relations Officer
SHIFT4 EUROPE (FORMERLY FINARO)
05.2018 - 10.2019
Onboarding & Development Coach
HSBC BANK PLC
06.2017 - 10.2017
Customer Service Representative
HSBC BANK PLC
07.2015 - 04.2018
Junior Lyceum
High School Diploma
04.2001
STC Higher Education
Diploma from Computing Level 4