Experience

Anz (Australia And New Zealand Bank)

• India
• Banking
• 100 - 200 Employee

• Key Client Support Analyst

  • Jun 2020 - Present

  Key Strengths • Experience with CS1, CS2, NPP Agency and DE payment • In depth knowledge of Transaction Banking and Wholesale Digital products• Excellent Customer Service and Stakeholder management skills • Impressive written and verbal skills Professional Experience• Provide Second Level Support for complex and escalated enquiries relating to Wholesale Digital and Transaction Banking products.1. Assess and resolve Agency Enquiries for Key Clients in accordance to the Service Level Matrix2. Escalate enquiries to Technology partners and Product Owners to resolve incidents and platform issues3. Raise and liaise possible escalations with Incident Management Team to understand impact and resolution time frames4. Monitoring critical payment exchange and ensure there are no issues and missed cut offs at the time of exchange5. Contact other Financial Institutes and inform Suncorp in the event of a mismatched file or file not making through the exchange. 6. Business Continuity Plan (BCP) Testing for Key Clients in the event of a critical service disruption7. Raise and Escalate Potential Major Incident promptly to ensure Incident Management can act promptly on the remediation exercise and reduce customer impact• Actively monitor, detect and preempt possible crises and incidents for Key Clients Financial Institutions (FI)• Active management and collaboration with business units and technology partners to ensure timely remediation of escalated technical issues• Quality management and process adherence for first-level escalations raised by frontline staff, including education on any knowledge gaps Show less

• Assistant Manager Client Services

  • Feb 2013 - Present

  Customer Service/Relationship Management/ Marketing for High- End ClientsDynamic, polite, and disciplined customer service, relationship, sales and marketing professional with rich and in depth exposure to customer grievances and queries. Along with marketing and developing products for wide variety of high-end clients. Exposed to introduce and successfully promote new products and services. Professionally aggressive and persistent in pursuit of company/client goals and objectives. Impressive interpersonal and communication skills in building key alliances and partnerships to ignite performance and enhance corporate visibility. Show less



ANZ

• Australia
• Banking
• 700 & Above Employee

• Assistant Manager

  • Dec 2015 - Jul 2020