Experience

Community Savings Credit Union

• Canada
• Financial Services
• 1 - 100 Employee

• Member Service Representative

  • Mar 2023 - Present



HDFC Bank

• India
• Banking
• 700 & Above Employee

• Deputy Manager

  • Jun 2021 - Jan 2023

  ● Provided frontline support to bank customers and helped them with various loans like Auto loans, Commercial vehicle loans, Mortgage financing, credit cards, and other services.● Collaborated with the sales team and relationship managers to help customers in creating new credit packages and meet customer needs.● Maintained client relationships through effective communication and cross-sold new products and services.● Validated KYC/AML customer due diligence and financial statements for a high volume of customer applications.● Trained a team of 12 credit underwriters, responsible for knowledge transfer by coaching, mentoring, and performance management of colleagues.● Detected fraudulent repayment tracks and processed high-level credit risk profile applications with zero tolerance on compliance and minimized the credit risk for the bank. Show less

• Assistant Manager, Chandigarh

  • Jul 2019 - May 2021

  ● Managed a team of 12 underwriters, responsible for coaching, mentoring and performance management of the team● Conducted trainings and provided over the shoulder support to the underwriters in order to help them scale up in the role● Disseminated the policy updates for the team in order to help them in complying with the company standards● Ensured that credit policies and procedures are followed according to guidelines and applicable legislation● Handled high level escalations for the North India Region in order to expedite the resolution● Maintained the ratification and exception tracker for the team in order to organize the data in structured manner● Actively participated in the process improvement initiatives through highlighting the system issues● Handled priority processing critical cases for North Indian region to retain the high-profile cases● Effectively contributed in achieving maximum case numbers during “3 Lac Prime Target" initiative set by business team● Maintained acceptable ‘Turn Around Time’ for fulfillment of applications Show less

• Assistant Manager, Pune

  • Jul 2018 - Jul 2019

  ● Provided front line support to the Western India region HDFC Bank Customers for credit card applications● Responsible for decision making (Approve/Decline) of the credit card application, established credit limits and repayment plans in accordance with authorized limits● Detected and prevented fraudulent activities and processed high-risk applications with zero tolerance on compliance and minimized the credit risk for the company● Executed logical and data driven decisions on fraud cases, deviation to reduce delinquency, handled priority requests. Show less



Amazon

• United States
• Software Development
• 700 & Above Employee

• Concession abuse prevention Specialist, Amazon.in

  • Aug 2017 - Jun 2018

  ● Provided frontline support to protect the Amazon businesses exposed to customer abuse while maintaining the highest level of customer experience for good customers● Derived decisions (Approve/Decline) the refund requests raised by customers based on their concession history and buying trend● Dealt with the customers’ account with zero tolerance on compliance and minimized the credit risk for the company● Detected and prevented fraudulent and high-risk transactions while also protecting the customer experience for legitimate customers● Identified and observed the abusive patterns across many orders placed on Amazon account● Create policy awareness among the customers in compliance with the policies laid by the policy team and discouraging negative expectations for the brand and revenue. Show less

• Customer Service Representative, Retail

  • Mar 2016 - Aug 2017

  ● Managed customer queries and assisted them with various solutions via chat, email and phone. Researched, diagnosed, troubleshot and identified solutions to resolve system issues● Handled customer complaints and grievances and provided them with an appropriate solution. Managed priority requests, resolved queries and maintained a good relationship with customers for long term services.