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I'm an empathetic and detail-oriented Customer Support Specialist with 3+ years of experience in financial and risk operations. I guide customers through complex topics, resolve issues efficiently, and maintain clear, trustworthy communication. I thrive in fast-paced, regulated environments, making use of digital tools to enhance the customer experience, create dashboards, and streamline workflows. I’m passionate about human-centered support that clarifies financial and insurance topics and empowers customers with honest guidance.…I'm an empathetic and detail-oriented Customer Support Specialist with 3+ years of experience in financial and risk operations. I guide customers through complex topics, resolve issues efficiently, and maintain clear, trustworthy communication. I thrive in fast-paced, regulated environments, making use of digital tools to enhance the customer experience, create dashboards, and streamline workflows. I’m passionate about human-centered support that clarifies financial and insurance topics and empowers customers with honest guidance.

Shahrukh Malik

Content Creator, Copywriter, Content Designer, +2

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I'm an empathetic and detail-oriented Customer Support Specialist with 3+ years of experience in financial and risk operations. I guide customers through complex topics, resolve issues efficiently, and maintain clear, trustworthy communication. I thrive in fast-paced, regulated environments, making use of digital tools to enhance the customer experience, create dashboards, and streamline workflows. I’m passionate about human-centered support that clarifies financial and insurance topics and empowers customers with honest guidance.…I'm an empathetic and detail-oriented Customer Support Specialist with 3+ years of experience in financial and risk operations. I guide customers through complex topics, resolve issues efficiently, and maintain clear, trustworthy communication. I thrive in fast-paced, regulated environments, making use of digital tools to enhance the customer experience, create dashboards, and streamline workflows. I’m passionate about human-centered support that clarifies financial and insurance topics and empowers customers with honest guidance.

Available to hire

I’m an empathetic and detail-oriented Customer Support Specialist with 3+ years of experience in financial and risk operations. I guide customers through complex topics, resolve issues efficiently, and maintain clear, trustworthy communication.

I thrive in fast-paced, regulated environments, making use of digital tools to enhance the customer experience, create dashboards, and streamline workflows. I’m passionate about human-centered support that clarifies financial and insurance topics and empowers customers with honest guidance.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

German

Advanced

Urdu

Fluent

Arabic

Advanced

Work Experience

Associate – Risk & Portfolio Advisory at EY (Ernst & Young)

August 31, 2023 - August 31, 2023

Provided client-facing support and portfolio guidance to multinational banking partners, resolving inquiries related to compliance and credit risk. Collaborated with regulatory bodies (BaFin, FCA) to clarify policy requirements and ensure transparent communication. Developed tools and dashboards to help clients understand complex financial data more easily. Improved process efficiency through automation and structured documentation — reducing client issue turnaround times.

Fraud & Compliance Specialist – Risk Analytics at HSBC / First Direct (Remote)

December 31, 2022 - December 31, 2022

Served as the first point of contact for fraud and compliance queries, ensuring accurate, timely, and customer-friendly resolutions. Explained financial risks and solutions in accessible language to support non-specialist customers. Collaborated with internal teams to improve support workflows and documentation processes. Created dashboards for clear issue tracking and communication with leadership teams.

Team Leader – Operations Analytics at Amazon

September 30, 2022 - September 30, 2022

Led a multicultural team in providing data-driven support for operational challenges. Coached team members on effective communication, empathy, and problem-solving. Introduced automation processes to reduce errors and improve service response consistency.