Summary
Overview
Work History
Education
Skills
Accomplishments
PERSONAL DETAILS
Timeline
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ASHWINI KUMARI

Bangalore

Summary

Detail-oriented and process-driven Banking Professional with 3+ years of experience in backend operations, customer service request handling, and account on-boarding. Proven expertise in managing end-to-end documentation, form verification, KYC compliance, transaction processing, and backend support activities. Skilled in using Finacle, Flexcube, CRM Next, and other banking tools to maintain data accuracy and streamline customer service processes. Recognized for accuracy, confidentiality, and TAT adherence in high-volume environments.

Overview

4
4
years of professional experience

Work History

Personal Banker (Operations Focus)

Equitas Small Finance Bank
HSR Layout, Bangalore
09.2022 - Current
  • Processed 1500+ account opening forms with strict adherence to RBI/KYC norms, reducing rejection rate by 35%.
  • Assisted in on-boarding HNI and Retail Accounts and Current Accounts, improving client satisfaction by streamlining turnaround times (TAT).
  • Handled customer service requests like address change, nominee addition, cheque book issuance, and statement generation, with 98% SLA adherence.
  • Handled end-to-end backend processing of service requests including address change, nominee updates, and statement generation.
  • Played a key role in error-free documentation verification (FTR), minimizing document rejection (FTNR) rate to under 5%.
  • Coordinated with frontline staff and internal teams to resolve documentation discrepancies within 24-hour TAT.
  • Executed Front & back-end processing for ACH mandates, ECS registration, and standing instructions for retail customers.
  • Improved customer On-boarding accuracy by validating documents and application data across CRM and FTS systems.
  • Acted as process SPOC during monthly internal audits IAD Audits, contributing to zero non-compliance observations.
  • Maintained high data hygiene by updating records and closing service requests with proper audit trails.
  • Supported system migration activities by reconciling account-level data with zero mismatch.
  • Trained new joiners on backend tools including Flexcube, CRM Next, LMS, and Wizard, improving team productivity by 20%.

Assistant Manager – Customer Experience Center (Inbound Ops)

Kotak Mahindra Bank
Bangalore
10.2021 - 08.2022
  • Handled 1000+ inbound service requests daily for account services, fund transfers, and failed transaction escalations.
  • Processed backend tasks including FD/RD creation, salary account transactions, and complaint registration via SR system.
  • Coordinated with TL & SM, and account teams to close loop on escalations and ensured 95% SLA adherence.
  • Managed backend record updates (mobile, email, nominee) across multiple systems maintaining 100% compliance.
  • Played key role in audit readiness by ensuring accurate documentation and transaction logging.
  • Handled sensitive activities such as KYC updates, account closures, and mandate registrations with complete documentation control.
  • Developed FAQs and process SOPs for backend issue handling, helping reduce call center dependency for basic queries.
  • Enhanced customer satisfaction through empathetic resolution of failed transaction complaints and fraud escalations.

Education

B.E. - Industrial Engineering & Management

MS Ramaiah Institute of Technology
Bangalore
01.2018

10+2 & Secondary Schooling -

Aditya Birla Public School
Gulbarga

Skills

  • Banking Operations & Backend Operations
  • Account Opening & KYC Verification
  • Customer Service Request Processing
  • Finacle, Flexcube, CRM Next, LMS, Wizard
  • Transaction Processing (IMPS/NEFT/RTGS)
  • Compliance & Documentation
  • TAT Management
  • Audit Readiness & Error-Free Execution
  • Form Tracking (FTS), Reporting (LTR, ISAC)
  • Cross-functional Coordination
  • Finacle (Infosys)
  • Flexcube (Oracle)
  • CRM Next
  • LMS
  • FTS
  • ISAC
  • LTR
  • MS Excel

Accomplishments

  • Received multiple awards for CASA Acquisition (KBC, GROW, LEXA).
  • Top Performer in service parameters and controlling FTNR.
  • Awarded with best performer for Investments(Mutual Funds, Life Insurance, PMS)
  • Achieved Low risk in IAD multiple times.
  • Successfully completed “Unified Course” in Development & Testing Technologies.
  • Certificate of Merit – Project Exhibition “PRADASHANA 2018”
  • Awarded “Certificate of Appreciation” – NSS (National Service Scheme)

PERSONAL DETAILS

  • Date of birth: 06-Jul-1994
  • Languages: English, Hindi, Telugu, Kannada, Lambani
  • Interests: music, travel, badminton, volunteering

Timeline

Personal Banker (Operations Focus)

Equitas Small Finance Bank
09.2022 - Current

Assistant Manager – Customer Experience Center (Inbound Ops)

Kotak Mahindra Bank
10.2021 - 08.2022

B.E. - Industrial Engineering & Management

MS Ramaiah Institute of Technology

10+2 & Secondary Schooling -

Aditya Birla Public School

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ASHWINI KUMARI