Rohit Sharma
Ghaziabad,UP
Summary
Innovative, task-driven professional with 4.4+ years of experience in customer service in the banking industry, equipped with highly proficient communication skills, creative problem-solving skills and providing an unparalleled experience and service to the clients. Excellent time management skills combined with a superior knowledge of the customer service and banking industry.
Overview
4
4
years of professional experience
Work History
Senior mortgage advisor
Barclays
01.2023 - Current
- Acting as a bridge between Barclays bank and the Barclays mortgage holders for their mortgage related needs
- Responsible to resolve complex queries of UK mortgage holders in relation to the payments, arrears, charges, disputes and to assist with financial support in various forms
- Accountable for dealing with multiple aspects related to various kinds of mortgages
- Communicating with UK customers to provide them excellent customer service and accurate resolutions to their mortgage requirements
- Responsible to review the feasibility of financial support options or plans for the team members basis customer's needs and affordability which is subject to various personal and professional changes of customers
- Work on customer experience improvement projects
- Deal with the customer's complaints in relation to their mortgages with 100% accuracy, and provide with a resolution within agreed timelines
- Work on inbound and outbound lines along with the dialer as per business requirements
- Dealing with elderly and vulnerable customers with extreme care and cautiousness
- Maintain High Level Accuracy & Adherence to timelines for process related aspects
- To provide adequate support to the team members and new joiners
- Managing all the escalation cases and performing manager call backs under 4pp framework to prevent further escalation and resolve the issues for customers
- To perform all the necessary checks for various actions taken by the team members under ring fencing framework.
Mortgage Advisor
Barclays
01.2020 - 01.2023
- Acting as a bridge between Barclays bank and the Barclays mortgage holders for their mortgage related needs
- Responsible to resolve complex queries of UK mortgage holders in relation to the payments, arrears, charges, disputes and to assist with financial support in various forms
- Accountable for dealing with multiple aspects related to various kinds of mortgages
- Communicating with UK customers to provide them excellent customer service and accurate resolutions to their mortgage requirements.
Personal Banker
Barclays
01.2020 - 08.2020
- Dealing with the essential banking needs of the personal and premier customer
- Responsible for arranging physical and virtual appointments for customer for various products such as mortgage and overdraft etc
- Maintaining SLA's and keeping a check on the hygiene of the process
- Maintain High Level Accuracy & Adherence to timelines for process related aspects
- Handling Customer's issues and complaints and managing difficult conversations
- Dealing with elderly and vulnerable customers with extreme care and empathy.
Education
Bachelor of Technology -
Abdul kalam technical university
07.2019
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Performance metrics analysis
- Superior customer service
- Adaptable Decision-Making
Personal Information
- Date of Birth: 03/15/98
- Gender: Male
- Nationality: Indian
Hobbies and Interests
- Reading
- Music
- Learning about tech and finance
Timeline
Senior mortgage advisor
Barclays
01.2023 - Current
Personal Banker
Barclays
01.2020 - 08.2020
Mortgage Advisor
Barclays
01.2020 - 01.2023
Bachelor of Technology -
Abdul kalam technical university