Ankit Rana
Delhi
Summary
Detail-oriented Chat Executive with proven experience in the banking process, providing real-time chat support for account services, card inquiries, payment issues, and digital banking assistance. Maintaining high customer satisfaction, accuracy, and quick response times in a fast-paced environment.
Overview
7
7
years of professional experience
Work History
Capgemini
Senior Process Associate
Noida
08.2025 - Current
- Managed assigned customer accounts to recover overdue and delinquent payments, in line with company policies.
- Contacted customers via emails and chat to follow up on outstanding balances.
- Explained outstanding amounts, due dates, penalties, and repayment options clearly to customers.
- Monitored customer accounts to ensure timely payments, and follow-ups on commitments made.
- Verified customer identity, and maintained confidentiality and data privacy at all times.
- Updated customer interactions, payment status, and notes accurately in CRM/collection systems.
- Prepared and maintained daily, weekly, and monthly collection reports.
Senior Process Associate
EXL Services
Noida
02.2023 - 08.2025
- Provided real-time customer support through secure live chat platforms for U.S. banking customers.
- Assisted customers with account inquiries, including balance checks, transaction history, and statement requests.
- Handled debit and credit card services, such as card activation, blocking/unblocking, limit inquiries, and dispute initiation.
- Supported customers with online and mobile banking, including login issues and password resets.
- Responded to queries related to fees, charges, interest rates, and account features.
- Documented all customer interactions accurately in CRM and banking systems.
- Educated customers about banking products and digital services.
Senior Process Associate
Tata Consultancy Services
Nagpur (Maharashtra)
12.2021 - 02.2023
- Contacted U.S. customers regarding past-due accounts through approved communication channels (chat or email).
- Collected outstanding balances for credit cards, personal loans, and other debts.
- Explained billing statements, due dates, late fees, and interest charges to customers.
- Verified customer identity before discussing account details, and maintained data confidentiality.
- Updated customer interactions, payment status, and follow-ups accurately in CRM and collection systems.
- Prepared daily and monthly collection reports for management review.
Process Associate
Genpact
Noida
06.2019 - 11.2021
- Handled customer queries through live chat and secure messaging platforms related to banking products and services.
- Assisted customers with account information, balance inquiries, transaction status, and statement requests.
- Provided support for debit/credit cards, including card blocking/unblocking, limit queries, and transaction disputes.
- Guided customers on online banking, mobile app usage, login issues, and password resets.
Education
Bachelor of Commerce in Honours - Accounting And Finance
Guru Gobind Singh Indraprastha University
Delhi05-2018
Skills
- Good written communication skills
- Good typing speed and attention to detail
- Customer-focused approach
- Problem-solving abilities
- Multitasking in a live chat environment
Languages
English
Beginner (A1)
A1
Hindi
Intermediate (B1)
B1
Timeline
Capgemini
Senior Process Associate
08.2025 - Current
Senior Process Associate
EXL Services
02.2023 - 08.2025
Senior Process Associate
Tata Consultancy Services
12.2021 - 02.2023
Process Associate
Genpact
06.2019 - 11.2021
Bachelor of Commerce in Honours - Accounting And Finance
Guru Gobind Singh Indraprastha University