Geetanjali Singh
Lucknow
Summary
Driven professional with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, Fraud and AML alerts providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Dispute Analyst
American Express
Gurgaon
01.2023 - Current
- Reviewed and analyzed a high volume of customer disputes to identify root cause and take corrective action
- Developed and implemented dispute resolution processes and procedures to ensure compliance with applicable regulations
- Conducted in-depth investigations into disputed items, including analyzing customer accounts, researching transactions, and verifying account information
- Elevated customer satisfaction by effectively addressing and resolving product and service-related concerns which led to an increase in retention of card members from 72% to 76%
- Responsible for cross-team coordination and driving various strategies while resolving conflicts between parties and saving the cost of the company
- Relationship Management: Elevated customer satisfaction by effectively addressing and resolving product and service-related concerns which led to an increase in the P&L of the company
- Ideated the process from scratch and reduced TAT of closing the case from 2 months to less than a month
Deputy Manager
Axis Bank Ltd
Lucknow
05.2021 - Current
- Provided advice on different bank products and financial options
- Worked to look after the grievance of the customers especially in the field of Anti-Money Laundering, Anti-Theft, Risk Manage, Dispute & Fraud Analysis
- Worked for Transaction Monitoring of Our Premium Customers
- Built, maintained, and improved financial models, including long-term corporate financial models, and performed analysis to support strategic initiatives
- Maintained ongoing client/syndicate transactions including query management and conduit for all payment and correspondences
- Provided direction and leadership to all employees to maximize productivity and bottom-line profitability
- Participated and/or led local/regional/global projects with a view to ensure increased efficiency, controls & streamline processes
- Uphold stringent bank standards for loans, money handling, and legal considerations.
- Documented transactions and moved, deposited or withdrew
- Reviewed documentation and identified financial discrepancies where applicable
Assistant Manager
Axis Bank Ltd
Lucknow
01.2019 - 04.2021
- Performed daily operational activity flawlessly
- Looked after branch operations and ensured submission of all requests within TAT
- Handled customer issues & resolved with the appropriate solution
- Managed a portfolio with the amount more than 40 Million of 350+ customers
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies
- Developed strategy to increase sales and drive profits
Education
Post Graduation Diploma - Banking and services
Manipal Academy Of Higher Education
Bangalore09.2019
Bachelor Of Commerce - Commerce
Lucknow University
Lucknow06.2016
SSC -
City Montessori School
Lucknow01.2013
HSC -
City Montessori School
Lucknow01.2011
Skills
- Performance improvements
- Task delegation
- Decision-making capabilities
- Operations management
- Record maintenance
- Advance product knowledge
- Attention to details
- Educating clients
- Developing customer relationships
- Cross-selling expertise
- Dispute resolution
- Transaction monitoring
- Root cause analysis
- Conflict resolution
- Project management
Certification
- Certification of Mutual Funds, Completed
- Certification of Depository and Stock Market, Completed
Timeline
Senior Dispute Analyst
American Express
01.2023 - Current
Deputy Manager
Axis Bank Ltd
05.2021 - Current
Assistant Manager
Axis Bank Ltd
01.2019 - 04.2021
Post Graduation Diploma - Banking and services
Manipal Academy Of Higher Education
Bachelor Of Commerce - Commerce
Lucknow University
SSC -
City Montessori School
HSC -
City Montessori School
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