A DIVYA VANI
Hyderabad
Summary
Customer-focused finance professional with 3 years of experience at ICICI Bank, delivering high-quality service across Business Banking and Enterprise Risk Management. Strong expertise in customer query resolution, CRM processes, financial product support, documentation, SLA adherence, and process compliance. Proven ability to analyze customer records, support refinancing and settlement requests, and coordinate with internal teams to ensure seamless service delivery. Seeking an Analyst role to contribute to operational excellence and superior customer experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Deputy Manager – Grade II
ICICI Bank Ltd.
HYDERABAD, TELANGANA
11.2025 - Current
- Supported process compliance and quality standards across finance portfolios
- Reviewed customer and account data to identify risk indicators and exceptions
- Documented, tracked, and monitored cases to ensure timely resolution within SLAs
- Escalated red flags to senior stakeholders for appropriate action
- Provided MIS inputs and reports to management to support decision-making
Relationship Manager – Business Banking
ICICI Bank Ltd.
RAIPUR, CHHATTISGARH
05.2023 - Current
- Handled high-volume customer interactions via calls, emails, and meetings
- Resolved customer queries related to finance products, settlements, refinancing options, and documentation
- Analyzed customer financial records to identify suitable product solutions and opportunities
- Assisted customers with loan servicing, working capital facilities, and account requests
- Coordinated with credit, underwriting, and operations teams to ensure accurate and timely processing
- Maintained CRM records, documented all customer interactions, and followed standard operating procedures
- Ensured compliance with process guidelines, quality standards, and service-level agreements (SLAs)
- Educated customers on self-service channels and banking products to improve service efficiency
Research Associate Intern
Maximize Marketing Research
Pune, Maharashtra
04.2022 - 07.2022
- Conducted primary and secondary market research for client projects
- Collected, validated, and analyzed data to identify customer trends and insights
- Prepared research summaries and reports for internal and client use.
- Supported survey design, data interpretation, and presentation of findings.
- Worked with Excel and research tools to maintain accuracy and data quality.
Education
PGDM - Marketing And Finance
SIMER
Chhattisgarh03-2023
Bachelor of Science - Biotechnology
Rungta College of Science And Technology
Bhilai, Chhattisgarh03-2021
Skills
- Customer Service & CRM Operations
- Financial Product Support & Servicing
- Credit & Risk Assessment
- Process Compliance & SLA Management
- Case Documentation & MIS Reporting
- Data Analysis (Excel)
- Strong Communication & Stakeholder Coordination
- Working Capital Assessment
- Financial Statement & Ratio Analysis
- Exposure Monitoring & Risk Indicators
- Banking Compliance & Policy Adherence
Certification
- Financial Risk Management – IIM Visakhapatnam
- NISM Series V-A – Mutual Fund Distributors
- IRDA Certified
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Telugu
Proficient (C2)
C2
Timeline
Deputy Manager – Grade II
ICICI Bank Ltd.
11.2025 - Current
Relationship Manager – Business Banking
ICICI Bank Ltd.
05.2023 - Current
Research Associate Intern
Maximize Marketing Research
04.2022 - 07.2022
PGDM - Marketing And Finance
SIMER
Bachelor of Science - Biotechnology
Rungta College of Science And Technology