Summary
Overview
Work History
Education
Skills
LANGUAGES
References
Timeline
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Muskan Mandal

Muskan Mandal

Warszawa,14

Summary

A well-organized results-driven Business Technology Analyst with expertise in embedded payment solutions and treasury systems. Combines technical insight with hands-on experience in treasury operations and customer service to deliver efficient, high-impact solutions. Known for strong stakeholder management, cross-functional collaboration, client service excellence, and a passion for driving process improvements through technology.

Overview

6
6
years of professional experience

Work History

Business Technology Analyst

US Bankcorp
12.2024 - Current
  • Supported the implementation of embedded payment solutions for fintech and corporate partners across ACH, RTP, and wire rails.
  • Collaborated with internal teams (Product, Technology, Risk, Compliance) to ensure payment solutions met KYC,AML and compliance standards.
  • Coordinated with Treasury Services to support integration of embedded finance capabilities into client platforms.
  • Monitored real-time payment performance metrics and reported on transaction success, latency, and exception handling.
  • Provided support during API onboarding, including test planning, issue tracking, and partner-facing documentation.
  • Ensured maintaining KPIs and compliance with data governance, audit, and reporting standards for transaction processing and account connectivity.

Senior Client Service Representative

FOUNDEVER Polska
09.2023 - 09.2024
  • Resolved complex account, transaction, and digital wallet issues for retail and business users, maintaining a 95%+ customer satisfaction score
  • Acted as a liaison between customers, product teams, and compliance to address escalations related to cashback's, payment holds, and fraud prevention.
  • Supported payment operations by assisting users with ACH, card payments, instant transfers , and digital account reconciliation.
  • Used tools such as Zendesk, Salesforce, Intercom, and Jira to manage support tickets, identify recurring issues, and recommend product enhancements.
  • Monitored key support metrics including Customer Satisfaction (CSAT) , and contributed to QA audits, compliance reviews, and support workflow optimizations, helping reduce support backlog.

Cash and Trade Processing Analyst

Citi Bank Europe PLC
09.2022 - 05.2023
  • Process and monitor high-value cross-border and domestic transactions (SWIFT, SEPA, CHAPS), ensuring timely settlement in line with internal SLAs and regulatory standards.
  • Collaborated with internal stakeholders (Treasury, Compliance, Front Office) to resolve trade discrepancies, payment delays, and operational breaks.
  • Conduct daily cash flow reconciliation and exception handling, supporting accurate Nostro account balancing and liquidity management.
  • Ensure compliance with internal controls, AML/KYC policies, Sanctions screening, and local regulatory requirements across all trade and cash operations.
  • Coordinated with Sanctions and Compliance teams to investigate flagged payments, ensuring all transactions adhered to OFAC, EU, and local regulatory frameworks.
  • Collaborated with the Operations team to streamline end-to-end processing of cash, FX, and trade transactions, ensuring smooth handoffs and reducing operational bottlenecks.


Customer Service Professional

SITEL Polska
02.2022 - 06.2022
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Reseller Agent (Freelance)

Meesho
03.2019 - 03.2021
  • Demonstrating and presenting various products to clients.
  • Analysis of sales to reach monthly targets.
  • Communicated with clients to understand client's needs and queries to provide accurate solution.
  • Maintained connections with clients to encourage repeat business and referrals.
  • Reviewing sales performance end of the month and meet business targets before deadline.

Education

BBA - International Business Management

Warsaw Management University
Warsaw
10.2025

High School Diploma - undefined

Chakdaha Model School
07.2020

Skills

  • Analytical and critical thinking
  • Problem-solving skills
  • Strong Written and Verbal Communication
  • Proficient in Financial processes
  • Skilled in Microsoft Office tools
  • Business intelligence
  • Client relationship management
  • Teamwork and collaboration
  • Customer support expertise
  • Regulatory compliance adherence

LANGUAGES

English
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Polish: B1 Intermediate

References

I hereby give consent for my personal data included in my application to be processed for the purposes of the recruitment process under the Personal Data Protection Act as of 29 August 1997, consolidated text: Journal of Laws 2002, item 1182 as amended.

Timeline

Business Technology Analyst

US Bankcorp
12.2024 - Current

Senior Client Service Representative

FOUNDEVER Polska
09.2023 - 09.2024

Cash and Trade Processing Analyst

Citi Bank Europe PLC
09.2022 - 05.2023

Customer Service Professional

SITEL Polska
02.2022 - 06.2022

Reseller Agent (Freelance)

Meesho
03.2019 - 03.2021

High School Diploma - undefined

Chakdaha Model School

BBA - International Business Management

Warsaw Management University

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Muskan Mandal