Gokul Sekar
Chennai
Summary
Dynamic banking professional with over 2 years of experience, specializing in client off-boarding and customer service excellence. Demonstrated ability to manage complex queries efficiently while maintaining a high standard of productivity. Proficient in financial risk assessment and risk analysis, ensuring compliance and seamless operations across various banking platforms. Committed to enhancing customer satisfaction and driving continuous improvement in service delivery. Eager to leverage skills in a challenging role that fosters organizational growth and client success.
Overview
2
2
years of professional experience
1
1
Certification
Work History
SUPPORT ANALYST (OFFICER)
PERSOLKELLYS (Standard Chartered Bank)
Chennai
02.2023 - 12.2024
- Managed end-to-end client offboarding, ensuring seamless closure of accounts across multiple banking platforms, including Financial Markets (FM), Trade, Lending (ACBS), and Core Banking (EBBS)
- Conducted thorough document verification to ensure compliance with regulatory requirements before offboarding clients
- Ensured that no live transactions, outstanding liabilities, or financial exposures were present before initiating closure
- Handled various types of closures, including Account, Location, and Client-level closures, ensuring accuracy and timely processing
- Served as a key point of contact for Relationship Managers (RMs), closure requestors/initiators, and other internal/external stakeholders, addressing queries within the defined TAT
- Monitored and processed closure cases flagged under Material Financial Risk and Financial Crime Risk, ensuring adherence to compliance policies
- Led Tail Management, identifying and managing clients with revenue below the bank's $20,000 threshold, including dormant accounts with no transactions for 24 months
- Spearheaded Client List Remediation, ensuring all clients had valid Customer Due Diligence (CDD) / KYC records, initiating closure processes through the CIB tool, and overseeing validation and execution
- Maintained 100% productivity by efficiently managing high volumes of closure requests while maintaining data accuracy and compliance
- Collaborated with cross-functional teams to improve process efficiency, risk management, and operational workflow optimization
CUSTOMER SERVICE (PBO) - INTERN
ICICI Bank
Chennai
08.2022 - 12.2022
- Managed inbound and outbound customer calls, resolving credit card-related complaints, queries, and service requests
- Provided customers with detailed information about credit card products, eligibility criteria, features, and benefits
- Assisted customers with billing disputes, transaction issues, late fee reversals, chargebacks, and reward point redemption
- Guided customers through the process of credit card activation, PIN generation, limit enhancements, and EMI conversions
- Investigated and resolved cases related to fraudulent transactions, lost/stolen cards, and unauthorized usage
- Ensured high customer satisfaction by maintaining professionalism, empathy, and clear communication
- Adhered to banking regulations, KYC norms, and compliance standards while handling customer interactions
- Collaborated with internal departments to escalate and resolve complex issues within the stipulated turnaround time (TAT)
- Contributed to process improvements by identifying recurring issues and suggesting solutions to enhance service delivery
Education
Bachelor Of Arts (BCA) -
SRM Institute of Science And Technology
Chennai05-2022
GED -
PAK. Palanisamy Hr. Sec. School
Chennai03-2019
Skills
- Documentation
- Multi-Tasking
- KYC & Compliance
- Data Management
- MS Office 365
- Problem-Solving
- Stakeholder Management
- Query Handling
- Account & Transaction Monitoring
Languages
- Tamil - Native or Bilingual Proficiency
- English - Professional Working Proficiency
Certification
- Fundamentals of Artificial Intelligence (06/2021 - 08/2021)
Completed "Project Development using Python for Beginners" from Object Automation System Solution (P) Ltp.
- Typewriting Higher Grade (06/2018 - 02/2020)
Completed English Typewriting Higher Grade in Meenakshi Typewriting Institute.
Hobbies and Interests
Cricket - Badminton - Basketball - Movies - Animated Series & Comics - Technology & AI Trends - Problem Solving - Games & Puzzles
Accomplishments
- FOREST TREK AND CLEANING CAMPAIGN - OCT 2018
Participated in the Forest trek and Mass cleaning campaign conducted in Raj Bhavan, Chennai on 2nd October 2018 on the occasion of the 150th Birth Anniversary Celebrations of MAHATMA GANDHI.
- REPUBLIC DAY SPORTS - AUG 2015
Republic Day Game & Sports 2014-2015 under 14 Basket Ball District competition winner of the match.
Timeline
SUPPORT ANALYST (OFFICER)
PERSOLKELLYS (Standard Chartered Bank)
02.2023 - 12.2024
CUSTOMER SERVICE (PBO) - INTERN
ICICI Bank
08.2022 - 12.2022
Bachelor Of Arts (BCA) -
SRM Institute of Science And Technology
GED -
PAK. Palanisamy Hr. Sec. School
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