Charu Varshney

Achievements

• Presented with FY 24 Quarter 2 Champ Award in December 2023 for being the best performer

• Appreciated & rewarded for High process delivery & with 100% quality on a consistent basis from management

• Received appreciation from the management on multiple occasions for training & helping the new joiners

Roles and responsibilities

• Manage teams in Premium, Billing & Financial Services for US Life Insurance Customers

• Generate conceptual & logical SOPs, testing analyses, test plans, and risk assessments to ensure that the end result meets clients standards

• Explore the scope for continuous process improvements and share best practices

• Implement solutions to ensure that best practices and process are followed and enhanced

• Provide leadership and work guidance to less experienced personnel

• Coordinating with clients and internal stakeholders via e-mail/teams to resolve issues

• Process all tasks assigned within the required Turn Around Time

• Track and record transactions in an accurate, efficient, and timely manner, Reverse and correct all incorrect posted transations

• To assist customers with queries related to their hotel bookings, flight bookings
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Managing the Refund Process
• Acknowledging and resolving customer complaints
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with colleagues as necessary
• Knowing our products inside and out so that I can answer questions
• To manage all daily tasks and duties related to the process with strict compliance to guidelines
• Help in creating customer surveys, segmentation & getting feedback to improve our processes and customer experience.

• Answered clients’ questions about the purpose and details of financial plans and strategies
• Profiled and analyzed investment products to develop customized financial strategies for clients’ financial needs
• Identifying prospects, determining client’s needs and offering the right solution to them
• Evaluated leads obtained through direct referrals, lead database and cold calling.

• Responsible for cash and transactions
• Lobby Management
• Resolution of customer queries/complaints
• Managing vault limits & vault custodian
• Supervising all non-cash transactions like DD/MC, fund transfer etc
• Reconcile all suspense accounts and maintain the register
• Key register updating
• Check daily stub copies
• Branch batch opening/closure, review branch reports like End of the day (EOD), cash position report, instrument issued etc
• Monitoring of dummy accounts, suspense accounts, deferred a/c, accounts payable/receivable, reconciliation and maintenance of suspense a/c register as per the required formats
• Maintenance of specimen signature cards.

• To be the first point contact with the customer in the branch, provide customer service and product information
• Responsible for account opening both current and saving and fixed deposits
• Customer acquisition through sales to walk-in customers, referrals from walk-ins for current account, saving account, Demat accounts
• Deliverables custodian, handle balance enquiries of walk-in customers, collection of foreign currency cheques
• Responsible for report generation & filing.