Playing Cricket
Gunjan Srivastava
Client Onboarding - Private Banking - Institutional Banking
Pune
Summary
Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Overview
13
13
years of professional experience
Work History
Front & Client Support Specialist 3 – Team Lead
Credit Suisse Services (India) Pvt. Ltd
Pune
12.2020 - Current
- Verified basic needs are being met for setting up of the client account and static data maintenance.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Handled process transitions to onshore and offshore.
- Provided suggestions for process, application or documentation improvement.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Coached team members in techniques necessary to complete job tasks.
- Kept stakeholders up to date on details and information regarding clients.
- Interacted with team members across departments to research and resolve customer issues.
- Cross-trained and provided backup support for organizational leadership.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promptly responded to inquiries and requests from clients.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed all accounting needs and account updates for daily banking operations.
- Demonstrate high level of diligence, motivation, and organizational skills.
- Focuses on timely and accurate delivery of all account opening functions as well as delivering superior client service and resolution of client service.
- Provide timely advise to Implementation managers and other internal counterparts on account opening process and other documentation requirements.
- Ensure all communications are of the highest professional standard to maintain client service excellence..
- Timely and effective escalation of potential issues to the management.
- Processes clients' instructions ensuring the highest accuracy and effectiveness (ensuring deadlines are adhered to). Verification and authorization of data entered in the systems. Ensures all queries are dealt with in an efficient and timely manner. Escalates urgent / risk issues through the appropriate escalation channels.
- Co-operates with and supports other teams/employees including possibility of movement to another team and/or process.
- Performs other crucial tasks e.g., participation in trainings, projects, conference calls, systems' testing, transitions.
- Ensures high levels of client satisfaction through strong product, process, and client knowledge.
- Ensures a strong and robust processing environment with effective controls. Establishes risk management practices. Maintain a strong culture of risk and controls in the team through various processes and check points. Identifies means to reduce transaction defects (internal and external).
Assistant Manager - Client Delivery
Citicorp Services India Pvt. Ltd.
Pune
06.2013 - 12.2019
- Set up, update and close accounts for institutional client and mutual fund accounts on CRM and maintain related records. Communicate with Client Service Management Work independently or with Client Service Manager or Product Development team.
- Providing clients with requisite docs i.e., Tax Pack, FATCA, CRS, Market Packs and assist in completing the documents as per market requirements.
- Mentored team members to enhance professional development and accountability in workplace.
- Handled process transitions to onshore and offshore.
- Assigned to multiple projects at one time and managed project scopes and schedules.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
- Pulled from knowledge of technical industry and technological developments to drive IT deployments.
- Documented processes to streamline setup, customization and maintenance.
- Simplified application and resource provisioning.
- Coordinated internal audits.
- Monitored and assessed compliance risks associated with operational processes and procedures.
- Preparing MIS reports and presentations for Monthly/Quarterly/Half yearly & Annual Business review to assist the Management decide on future course of action.
Team Member - Client Delivery
JP Morgan Services Pvt. Ltd.
Bangalore
06.2010 - 04.2013
- Set up, update and close accounts for institutional client and mutual fund accounts on JPMorgan systems i.e. Temenos(T24), Lotus, CRM and maintain related records. Communicate with Client Service Management Work independently or with Client Service Manager or Product Development team.
- Handled process transitions to onshore and offshore.
- Managing the requirements of external clients and internal partners such as the account related enquiry and related electronic services.
- Played a vital role when a new client is on boarded, by viewing KYC and EDD, generating a client customer number and account opening and electronic access ids.
- Expertise in products like Clients electronic banking services, Corporate Actions and Transaction initiation.
- Prepare MIS report on daily basis for the process and individual performances of all colleagues in my team. Acting as a backup of TL.
- Contributed to team success by completing jobs quickly and accurately.
- Worked different stations to provide optimal coverage and meet production goals.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Developed strong cooperative relationships with coworkers and managers.
- Maintained productive, efficient approach to all tasks.
- Learned all required tasks quickly to maximize performance.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Conducted regular reviews of operations and identified areas for improvement.
Education
MBA - Finance
B.I.M.S. College
Bangalore 08.2007 - 2009.06
Skills
Interpersonal and written communication
Accomplishments
- Collaborated with team of 2 in the development of CRM single page information gathering for account opening, which assisted in increasing the productivity and saved 0.5 FTE for the processing team.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved AOP pack which led to saving of 0.3% FTE.
- Collaborated with team of 4 in the development of Smart PDF reader for system reading which assisting reducing the MTP from the process and saved around 0.25 FTE.
- Created and implemented one single client facing Global Account Opening form for all Global windows in Global Custody and received numerous accolades from all stakeholders and management side.
Interests
Walking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Front & Client Support Specialist 3 – Team Lead
Credit Suisse Services (India) Pvt. Ltd
12.2020 - Current
Assistant Manager - Client Delivery
Citicorp Services India Pvt. Ltd.
06.2013 - 12.2019
Team Member - Client Delivery
JP Morgan Services Pvt. Ltd.
06.2010 - 04.2013
MBA - Finance
B.I.M.S. College
08.2007 - 2009.06
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