Akshaya Shalini

Cyber Notice Handler :

• Manage and action cybercrime notices via the cyber police portal
• Handle debit and credit cases with timely and accurate processing
• Place account liens and initiate required actions for debit transactions
• Ensure compliance with regulatory and internal banking guidelines
• Prepare daily MIS reports to track case volumes and status
• Coordinate with Relationship Managers (RMs) on account holds and updates
• Maintain high accuracy and attention to detail in all operations
• Collaborated with teams to streamline operational processes and enhance service delivery.
• Support fraud risk mitigation and prevent operational/regulatory errors.

• Acted as a key escalation point for frontline agents, resolving complex customer issues efficiently.
• Monitored daily operations and ensured adherence to quality and process standards.
• Provided coaching and real-time guidance to agents to improve performance and service quality.
• Conducted training sessions and supported team members in clearing internal certifications.
• Analyzed agent performance and delivered constructive feedback for continuous improvement.
• Collaborated with internal teams to streamline processes and enhance customer experience.
• Maintained high standards of client servicing by ensuring timely and accurate resolution of queries.

• Handled inbound and outbound customer calls, delivering prompt and professional service.
• Assisted customers with banking queries, account information, and transaction-related concerns.
• Promoted and cross-sold banking products and services based on customer needs.
• Ensured high levels of customer satisfaction by providing accurate and timely resolutions.
• Maintained strong product knowledge to effectively guide customers and address inquiries.
• Followed compliance guidelines and internal processes while handling customer interactions.
• Managed customer concerns efficiently, ensuring a positive client experience.