Account Manager (Travel Vertical)

• May 2023 - Present

Account Management -VIP Support Specialist

• Mar 2022 - May 2023

To develop a strong understanding of Trust Payments products and internal process. - Having a deep understanding of the payments industry- Building relationships with internal teams and stakeholders- To Maintain and update Salesforce in appropriate manner- To Demonstrate a good understanding of merchant accounts and identify a way to grow those accounts-To Work with Senior account managers to support transition of VIP accounts and manage both growing and declining accounts effectively- Ensure a high level of merchant retention- Provide reprice requests and reviews to accounts periodically Show less

Customer Service Specialist

• Jul 2021 - Mar 2022

Assisting with on boarding customers to the bank. Provide consistently high-quality customer service. Work to achieve set SLA’s and KPL’s Adhere to team processes and ensure all are up to date. Adhere to daily deadlines and timelines to ensure relevant work is complete. Proactive in suggesting continuous improvement in line with current process improvement methodology. Complete work in line with banking practice and regulatory requirements Being part of a culture of continuous improvement through demonstrating initiative and problem solving ability Communicate with internal stakeholders and customers throughout processes where necessary, ensuring the completion of all necessary steps in an efficient and timely manner whilst adhering to deadlines Show less

Service Advisor

• Jul 2020 - Jun 2021

• To ensure existing customers of the dealership have been efficiently booked in for their services and/or MOT using the company MIS system. • Dealing with customers over the phone in a friendly and efficient manner. • Pro- actively following up on any non – contact customers. • Dealing with any general tasks that are related to customer bookings. • To ensure existing customers of the dealership have been efficiently booked in for their services and/or MOT using the company MIS system. • Dealing with customers over the phone in a friendly and efficient manner. • Pro- actively following up on any non – contact customers. • Dealing with any general tasks that are related to customer bookings.

Manager Service and Support

• Apr 2011 - Apr 2020

Handling a team for online banking in processing account opening request. To assist and provide Support to Head of Contact Centre in achieving the fulfillment volumes for RAKBANK Direct products(Fast Saver & E-vantage/RVC/Prepaid Cards/Credit Cards/Amal Jood Accounts and other products to be launched in the future. To be the focal point for all fulfillments for Contact Center. Main Responsibilities:- • To ensure atleast 300 applications are processed in a month. • To ensure atleast 200 leads are generated by the team on Cross Sell on a monthly basis. • 90% of accounts opened within 4 days. • To ensure 70% of account opening applications are converted from the leads received. • To ensure all email ids, Business Objects Reports and Cross Sell leads are processed by the team within the agreed TAT. • To ensure weekly and monthly reconciliation is done for ICDS and Security cheque books and also cheques collected from clients are kept in the Chubb and processed on the next day by the RM. • To ensure verification calls are done to every customer for account opening by the RM. • To ensure staff on board have adequate knowledge of the products and processes. • To conduct quarterly refresher and quiz contests for staff to test their product knowledge. • To ensure staff are been sent for required soft skills training programs if required based on performance. • To ensure strict adherence to time is followed at all times and control absentism. • Achieve satisfactory rating in periodic audit. Ensuring Service Quality standards are met at all times for all the channels. Show less

Branch Operations Manager

• 2005 - Mar 2011

Handle Branch Banking and Cash counter and ATMs. Managing the teller and Back office functions in the Branch to ensure the delivery of quality service to customers, maintenance of operational controls, and compliance with regulatory requirements especially with respect to money laundering and risk management in the Branch. Ensure adherence to banks operating procedures, ethic and code of conduct. Main Responsibilities. • To perform the start of day functions in Beam and end of day functions in Beam and Equation. • To approve/Decline all teller transaction above teller limits obtaining credit authority where appropriate. • Daily check of Head teller and Teller cash tills and ensure there is no cash differences. • To ensure optimum cash Management. • Ensure Key register is up to date. • Joint custodian of cash held by head tellers, tellers and cash held in ATM and main vault custodian with Head teller. • Joint custodian of security items held at the branch with head teller. • To daily review, float stock of draft, pass book and Petty cash. • Authorise /Decline transaction s of BOR pertaining to clearing & back office entries. • To approve / recommend clearing cheques within limits or obtain necessary approvals else return. • To check and verify all the cheques held overnight. • Checking and verifications to ensure compliance with laid down guidelines. • To ensure all suspense accounts are reconciled on regular basis and return checked and submitted to HO on schedule. • To achieve set targets in terms of service standards and customers transactions. • Review due for dormancy report on a monthly basis and upward referral to BM for sign off and forward to cops for action. • To ensure that all the on site ATMs/EDMs are reconciled and balanced on a daily basis as per the procedure. • Officiated as Branch Manager. Show less

Customer Service Manager

• Apr 2007 - Sep 2007

Handled branch sales. Managing the customer service functions of the branch by ensuring the delivery of quality service to customers, adherence to service standards, ensure that sales targets are met and maintenance of operational controls. Main Responsibilities • Monitor branch sales and service standards • Produce, analyse and report management statistics on branch sales and transaction volumes recommend and implement changes / improvements based on the findings of these statistics. • Provide leadership, coaching and support to the team members by setting objectives, evaluate performances, identifying development needs and motivated staff. • Hold weekly meetings with staff on sales and service issues. • To authorize activation of dormant accounts after due verification • To recommend/authorize stop payment instruction, standing orders, labour guarantees, ensure for completeness and correctness before forwarding them to central ops for processing. • Monitor overdraft limit review dates and ensure no overdue. • Custodian of ATM and Credit card pin.. • Manage direct report performance and organize training for staff based on training gaps identified. • Officiated as Branch Operations Manager. Show less

Marketing Executive

• Mar 2003 - Mar 2005

Marketing of the bank Products • Term Deposits • Resident Savings • Non Resident External(NRE) • Corporate Salary Accounts, • Current Accounts, • Credit Cards • Trust/Societies, • Hindu Undivided Family(HUF) • Demat/Online Trading Account Achieved monthly targets set for the above. Client servicing / Front Desk. Handling client inquiries pertaining to information re. accounts, etc Consultant on Personal Investments Cross selling Life insurance, Mutual Funds and RBI Bonds. Show less

Sales Executive

• Jan 2001 - Jan 2002

Job Description : Marketing of the Bank Products • .Term Deposits • Resident Savings • Non Resident External(NRE) • Corporate Salary Accounts, • Current Accounts, • Trust/Societies, * Successfully achieved all monthly targets set for the above Providing training for field sales team Making presentation to Corporate houses, Schools/Colleges and Government organization. Client Servicing Handling client inquiries pertaining to information re. accounts, etc. Generated Leads for Credit Cards and to the Loan department Show less