Summary

Overview

Work History

Education

Skills

Interests

Personal Information

Timeline

Nandini Nancy J

Bangalore

Summary

To create a niche for myself in the field I have chosen to work and come out successfully, in any demanding situation. I would like to be a part of the team of professionals working towards common goal thereby furthering both the organization and my personal growth. Seeking a challenging position to put forth my knowledge, skills and abilities in the industry that offers fruitful and professional growth while being resourceful, innovative and flexible.

Overview

Language

years of professional experience

Work History

CCSS Representative

HSBC Electronic Data Processing India Private Limited

01.2025 - Current

Handling HSBC customer call in a polite and friendly manner, instilling customer's confidence and resolving customer’s issues at the first contact where possible what is promised in line with customer expectations.
Offers value added products and services based on their needs analysis and ensures customer understanding of those products.
Providing excellent customer service by keeping up to date on training and internal communication.
Prioritizing, planning and organizing skills, with domain knowledge.

Account Manager

JUST ENERGY INDIA

10.2022 - 11.2024

Ensuring the timely delivery of products and services to clients. Acting as a channel of communication between clients and the employees of an organization.
It involves identifying and understanding customer needs, developing customized solutions and communicating regularly to build customer loyalty.
Resolving customer complaints promptly to maintain trust. Identifying high-value clients and developing strategies to build relationships with them till business with JE.
Creating a connection with clients, understand their needs and expectations, and provide them with the best possible solutions.
Resolved 95% of agent inquiries, boosting productivity and reducing downtime.
Approved exceptional payment plans, resulting in a 10% decrease in bad debt and strengthened client relationships.
Enhanced customer support efficiency by promptly validating service requests, resulting in 25% decrease in customer related issues.

Sr. Credit Assessment Officer

ANZ Support Services India Pvt ltd

04.2015 - 11.2018

Part of Retail Lending Operations ANZ Bangalore, the credit assessment team is a function that is responsible for Underwriting/ Judgemental Credit Decisioning of credit cards for Australian Customers
Review, assess and close consumer cards applications.
Assessing new credit card applications, credit limit increase application and reinstatement applications
The credit analysis includes verifying and assessing an applicant's current financial position, employment history, credit needs, ability to pay, and the asset value, total savings, payment history and purchase activity
Reviewing customers' credit report, pay slips, tax returns and other financial statements and analysing financial risk to grant consumer card
Review individual or commercial customer files to identify and select delinquent Accounts for collections.
Providing with strong justification on both approved and declined applications.
Consult with customers to resolve complaints and verify financial credit transactions.
As Credit Assessors we hold various levels of Credit Approval Discretion (CAD) ranging from AUD of 1.5 Million up to 4.0 customer types include Pay As You Go (Salaried), Sole Trader, Self Employed, Guarantor, Foreign Income, Partnerships, Company Trusts etc.

Senior Finance Executive

iGATE Global Solutions Services

08.2013 - 09.2014

Preparation of GL reconciliation for bank accounts.
To determine if the account balance in the GL is accurate.
Preparing daily report as a backup for reconciliations.
Follow up with the clients for the open items to ensure that it close within the quarter.
Preparation of DTP & reviewing on monthly basis.
Handling clients calls on weekly basis.
To address and correct those errors within the quarter or allotted time period
Proper completion is fundamental to ensuring the balance sheet is properly stated.
Ensuring TAT & SLA are met.
Ensured consistency and Quality are met.
Remote transition of Reconciliation.

Senior F & A Delivery Executive

IBM Daksh Business Process Services Pvt Ltd

07.2011 - 08.2013

Handling the team and Allocating work to team members as per daily inflow.
Sending reports to Operational Manager and client on daily basis
Attending client calls i.e. weekly and Monthly call regarding status of work
Work on customer escalations and coordinate with other departments to resolve issues
Design procedures and ways to develop quality based and time efficient processes
Ensuring preparation of process documentation and upgrading same with changes
Attending client calls i.e. weekly and Monthly call regarding status of work
Engage in downloading Enquiry tickets from various payment channels like Cheque payments, Bill Payments, Australia Post payments, Credit card payments and others
Interaction with client in resolving issues and in case of any new implementations
Updating to the team members in case of any new implementations
Implemented the appropriate controls in the process of allocations which would avoid errors and saves time
Updating DTPs on continuous basis and sending it to the client for approval
Preparation of reports like Consolidated Productivity, Consolidated On Account Pending, ABC Volume report, etc.
Distributing the inflow among the team and ensuring completion of assigned targets
Accessing General mail box and distribution of emails to team as per payment channels
Assisting team members in resolving customer enquiries
Analysing and maintaining team members in terms of updating reports with production details on daily basis
Identifying the Unidentified receipts and transferring to respective accounts
Rectifying the miss application of funds (transferring funds to correct account via web transfer, which is wrongly allocated)
Verifying and approving/ declining the customer refunds requested by the customers.
Providing aged unapplied deposit details to the concern consultants for follow up with customer and receiving remittance advice for application of funds
Collect payments on past due bills.
Create a list of people who have not made payments.
Organize list according to severity of delinquency.
Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases.
Call customers using telephone.
Utilize computer systems to handle skip tracing.
Inform clients of overdue accounts and amount currently owed.
Attempt to collect payment.
Review terms of sale or loan documents.
Ensure all customer information is correct, including phone numbers and addresses.
Listen to customer's story and determine if debt can be collected.
Set up repayment plans and new terms of sale.
Offer advice or refer customers to debt counsellors.
Record new commitment to repay debt.
Send statements of delinquencies to credit bureau.
Initiate repossession proceedings or hand over account to law practice that specializes in debt collection.
Purge records if debt has been satisfied.
Report satisfied debts to credit bureaus.
Follow federal and state laws dealing with debt collection.
Print reports for management.
Purge records from deceased people
IBM Daksh (GPS): Worked as a Senior Finance Executive for AR (Reconciliation & Collections) for a period of 4yrs and 6months
F & A Delivery Executive: March 2009 to June 2011