ANJALI SAXENA
Kota
Summary
Results-driven Relationship Manager with expertise in KYC compliance, customer relationship management, and loan processing. Managed end-to-end operations while enhancing sales through strategic marketing initiatives and ensuring audit compliance. Utilized CRM software to improve client data accuracy and personalize service. Specialized in client onboarding and cross-selling, fostering customer retention and satisfaction.
Overview
8
8
years of professional experience
3
3
Certifications
Work History
Relationship Manager
BAJAJ FINSERV LTD
08.2024 - Current
- Sourced gold loans through walk-in customers and branch references, ensuring high-quality onboarding and customer satisfaction.
- Managed end-to-end gold loan operations, including KYC verification and compliance checks.
- Ensured accurate processing of loans, disbursement, and account maintenance.
- Coordinated gold valuation and vault operations according to established SOPs and security standards.
- Developed sales and marketing strategies that successfully expanded customer base and increased loan applications.
- Utilised CRM software to track client interactions, improving the accuracy of client data and service personalization.
- Tracked repayments and generated MIS reports to support daily operational reconciliations and informed decision-making.
- Supported audit and compliance activities, achieving zero deviations in procedures.
- Resolved customer service inquiries related to loan servicing and closures efficiently.
Academic Counsellor
Narayana E Techno School
10.2023 - 03.2024
- Counselled students and parents on curriculum structure and competitive exam preparation to guide academic decisions.
- Conducted one-on-one sessions to evaluate student aptitude and academic objectives.
- Managed admissions process, ensuring accurate form completion, document verification, and efficient enrollment coordination.
- Clearly explained course offerings, fees, schedules, and policies to stakeholders.
- Coordinated with faculty and administration to facilitate onboarding of new students.
- Addressed parent queries and provided post-admission support to enhance satisfaction.
- Maintained accurate records of student data, inquiries, and admission metrics in internal systems.
- Coordinated operational tasks, including batch allocation and timetable management, to ensure smooth class commencement.
Deputy Manager: Service Delivery
INDUSIND BANK LTD
Kota
11.2021 - 04.2023
- Managed end-to-end branch banking operations, including account opening, documentation, KYC/AML compliance, and system processing
- Executed maker–checker and transaction authorization for accounts, FD/RD, loans, cards, and service requests within delegation limits
- Coordinated team tasks and allocations, enhancing service quality and ensuring timely processing across operations desks
- Ensured strict adherence to internal audits, RBI guidelines, SOPs, and compliance requirements with zero deviations
- Resolved customer queries and service requests related to accounts, deposits, loans, cards, and digital banking
- Collaborated with credit, operations, compliance, and backend teams to streamline processing and manage turnaround times
- Facilitated cross-selling activities for LI/GI, FD, CASA, loans, and cards, aligning offerings with customer needs
Deputy Manager: Customer Service
AXIS BANK LTD
Kota
04.2020 - 11.2021
- Managed high-volume branch banking operations for a large branch, ensuring smooth day-to-day functioning and process adherence
- Handled clearing operations including inward/outward cheques, returns, reconciliation, and settlement according to RBI and bank SOPs
- Managed CMS (Cash Management Services) operations, including bulk cash transactions, corporate deposits, and reconciliation
- Processed IPO applications (ASBA), Tax Challans, and government-related transactions with accurate system entries and regulatory compliance
- Ensured strict adherence to KYC, AML, RBI guidelines, internal controls, and audit requirements
- Resolved customer queries and service requests for accounts, deposits, loans, cards, CMS, and digital banking, enhancing customer satisfaction
- Supported cross-selling activities for CASA, FD/RD, loans, cards, and LI/GI by identifying customer needs during service interactions
- Coordinated with backend operations, compliance, credit, and audit teams to ensure timely processing and closure of service requests
- Supported internal, concurrent, and RBI audits, facilitating timely closure of observations to mitigate operational risk
Assistant Manager: Customer Service
AXIS BANK LTD
Kota
12.2017 - 03.2020
- Supervision, monitoring and verification Automated Teller machines (ATMs). Ensuring effective management of all ATM related requirements and activities.
- Managed end-of-day processes for the branch, ensuring accuracy and compliance for all transactions.
- Reviews and recommends different types of investments based on risk and return analysis.
- Oversaw branch expense management, categorizing expenses through Payment Request forms to ensure accurate financial tracking.
- Handling cash activities like bulk cash deposit and payments to CMS and other corporate clients.
- Timely and effective closure of all the service requests ensuring nil NFTR.
- Handled cash counter operations, including cash receipts/payments, daily balancing, and reconciliation
- Managed ATM operations, including cash loading coordination, reconciliation, downtime tracking, and vendor coordination
- Processed clearing transactions, including inward and outward cheques and returns.
- Handled CMS transactions, IPO (ASBA), Tax Challans, and government-related processing with accuracy and compliance
- Resolved customer queries and service requests for accounts, deposits, loans, cards, CMS, and digital banking, enhancing customer satisfaction and service efficiency.
- Coordinated with checker, backend ops, clearing, and compliance teams for timely processing and TAT adherence
- Ensured strict compliance with RBI guidelines, internal controls, audit requirements, and SOPs
- Supported cross-selling activities for CASA, FD/RD, loans, cards, and LI/GI during routine customer interactions
Education
Masters of Business Administration - Finance, Human Resources
Modi Institute of Management And Technology Institute
Kota01.2017
Master of Commerce - Accounts And Business Studied
JDB Girls College
Kota01.2017
Bachelor of Commerce - Accounts And Economics
JDB Girls College
Kota01.2015
Skills
- Customer management
- KYC compliance
- Regulatory compliance
- Loan processing
- Client onboarding
- Sales strategy
- Cross-selling techniques
- Retention strategies
- Renewal maximization
- Product knowledge
- CRM software utilization
- Operational reconciliation
- Audit compliance
- Process Improvement
- Financial modeling
- Relationship-building
Certification
Insurance Regulatory Authority of India: General Insurance Certification (IRDA-GI)
Accomplishments
Received various appreciations in life insurance, mutual funds, and general insurance selling. Life insurance certificate from the managing director, Reserve Table. Mortgage loan silver and bronze medal. State-level certification in handball.
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Personal Information
Date of Birth - 10 July 1994
nationality - Indian
Marital Status - Married
Disclaimer
I hereby declare that all the above statements are true and complete to the best of my knowledge.
Timeline
Relationship Manager
BAJAJ FINSERV LTD
08.2024 - Current
Academic Counsellor
Narayana E Techno School
10.2023 - 03.2024
Deputy Manager: Service Delivery
INDUSIND BANK LTD
11.2021 - 04.2023
Deputy Manager: Customer Service
AXIS BANK LTD
04.2020 - 11.2021
Assistant Manager: Customer Service
AXIS BANK LTD
12.2017 - 03.2020
Masters of Business Administration - Finance, Human Resources
Modi Institute of Management And Technology Institute
Master of Commerce - Accounts And Business Studied
JDB Girls College
Bachelor of Commerce - Accounts And Economics
JDB Girls College