Ashish Dohare

• Responsible for deepening customer relationships to increase customer relationship value.
• Responsible for driving quality engagements over the call with customers by following industry best practices.
• CASA value builds up and increase in ‘Product Holding Per Customer’ within mapped portfolio and new client acquisition by handling team for the set of branches within the region.
• Responsible for cross-sell pf pre-approved products such as credit card and other assets to increase products per customer.
• Ensure all customer profiling for mapped customers and presented with suitable banking products as per their need and requirements.
• Be solution oriented and ensure effective on-boarding on Mobile/Net banking, Bill pay, SIP, Insurance and Investments solutions, Retails and SME loans and relevant banking programs.
• Ensure monthly operating plans is met to improve scorecard and decile rankings.
• Coordinate with respective teams for closure of retail assets & trade transactions business generated through client engagement.
• Responsible for creating a customer focused approach for quick resolutions of all queries and complaints to achieve NPS benchmarks.
• Ensure strict adherence to the bank policies and compliance.
• Pitch relationship banking program benefits and eligibility criteria to customers and on-board customers/groups to the RB program.

• Managing complaints or escalations at second level grievance of the customers received from Senior management, social media, Inbound and Other sources.
• Handling complaints related to CASA (RL) and Billing and Statement disputes majorly in CC.
• Followed up with customers issues that required more in-depth work to find solutions.
• Handling service requests of the customer for both RL and CC with End-to-End closure.
• Helped customers with log in disputes and basic troubleshoot for Mobile Banking and Net Banking.
• Managing escalations against Branch Banking with timely follow-ups.
• Ensure daily Productivity of Minimum 25 cases with back logs and pending follow ups to maintain the FTR and NPS.
• Keeping track on critical cases to avoid BO escalations with timely resolutions.
• Generating leads for CASA.
• Cross selling of multiple products like General Insurance, Upgrade of CC, Conversion of balance into EMI, Group Personal Accident Policy (GPA).
• Pitching sales for Home Loans and Personal Loans.
• To provide customer service at all aspects to existing customers like Privilege and Wealth customers to maintain good relationship with the bank.
• To ensure achieving daily sales target.
• To create business and generate revenue for the company.

As a Senior Associate -

● Handled cases related to product listings.

● Handling of Account Health of customer (Sellers) (Negative Ratings, High Returns, Negative Balance).

● Responsible for clearing complaints/doubts related to payments Summary.

● To handle queries related to product delivery (Easy Ship, Self-ship).

● Skilled for M@ and FBA.

As a SME (Subject Matter Expert) -

● Escalation Desk – Responsible to handle live escalations and to resolve the queries/complaints with end-to-end closure.

● Responsible for handling floor support for product and process knowledge.

● Ensure maintaining team database.

● Providing refresher training at the floor and assisting new batches till certifications.