HEENA RAIKAR
Mumbai
Summary
Banking professional with 10+ years of experience in customer service, banking operations, KYC, compliance, audit and escalation management. Currently working as a Service Relationship Manager with Axis Bank, handling KYC, customer escalations, account maintenance, NRI services, death claim settlements, statutory notices and branch operations. Strong in process adherence, regulatory compliance, documentation and timely resolution of complex customer requests.
Overview
3
3
Languages
11
11
years of professional experience
Work History
Service Relationship Manager
Axis Bank Ltd
Thane
06.2025 - Current
- Managing KYC operations across all aspects, including handling and processing KYC data generated for the branch and ensuring timely resolution.
- Handling Death Claim Settlement processes and maintaining accurate records and documentation as per bank guidelines.
- Managing and responding to Statutory Notices, ensuring timely action and appropriate documentation.
- Handling customer escalations, coordinating with relevant teams and ensuring timely resolution while maintaining service quality.
- Processing Account Modification Requests, including addition/deletion of account holders, account closure, name change, address change and mobile number updates.
- Handling NRI customer service requests, including RI-to-NRI and NRI-to-RI conversion, Re-KYC, remittance-related requests and NRE-to-NRO fund transfers.
- Processing TCDC/Forex Card reload, refund and transaction-related service requests.
- Handling and monitoring BOHI (Branch Operations) related effects and ensuring accurate processing as per defined procedures.
- Resolving audit observations/points and coordinating with relevant stakeholders to ensure timely closure and compliance.
- Maintaining accurate records, documentation and trackers for various service, compliance and operational activities.
- Ensuring adherence to bank policies, regulatory guidelines, KYC/AML requirements and defined TATs across service and operational processes.
- Coordinating with internal teams and customers to ensure smooth execution and timely resolution of complex service requests.
- Analyzed customer feedback to identify areas of improvement in services provided.
Senior Customer Associate
Capri Global Housing Finance Ltd
Thane
03.2023 - 08.2024
- Managed customer escalations from multiple channels, including Nodal Officer escalations, Managing Director escalations, and regulatory/non-regulatory platforms.
- Ensured timely closure of complaints within defined TAT (ranging from 12 hours to 21 days) to maintain high customer satisfaction levels.
- Actively contacted customers to understand their concerns in detail and provided accurate, empathetic, and timely resolutions.
- Coordinated with cross-functional teams such as Sales, Disbursement, Higher Management, and authorized personnel to resolve issues effectively.
- Worked under the supervision of the Nodal Officer, adhering to compliance guidelines and regulatory standards.
- Maintained high levels of patience, empathy, and professionalism while handling customer grievances under high work pressure.
- Regularly met resolution deadlines while managing multiple escalations simultaneously.
- Utilized CRM applications to document customer interactions, track complaint progress, and maintain comprehensive customer history.
- Contributed to enhancing internal processes by identifying recurring issues and suggesting improvements.
- Trained new employees on company policies, complaint handling processes, and CRM application usage.
Assistant Manager
Kotak Mahindra Bank
Mumbai
02.2022 - 03.2023
- Managed various customer service requests such as: (Addition/deletion of account holders (Individuals, Partnership Firms, Companies).Name change and mobile number update requests.KYC updates and document verification.Death claim settlements and account closure procedures.)
- Ensured all customer requests were resolved within defined TAT to maintain service excellence and compliance standards.
- Managed customer service requests, including account holder modifications, name and mobile number updates, KYC updates, document verification, death claim settlements, and account closures.
- Resolved customer requests within defined TAT, upholding service excellence and compliance standards.
- Processed NEFT and RTGS fund transfers for individual and corporate clients, maintaining precision under time-sensitive conditions.
- Provided end-to-end support for account opening, modifications, and operational queries for retail and business clients.
- Collaborated with internal departments for smooth execution of service-related transactions and exception handling.
- Collaborated with internal departments to execute service-related transactions and handle exceptions effectively.
- Maintained high standards of documentation accuracy and audit preparedness for regulatory reviews.
Senior Associate
Sutherland Global Services Pvt Ltd
Mumbai
07.2015 - 11.2021
- Transitioned to the Document Verification team, responsible for accurately verifying customer-uploaded documents as per compliance standards.
- Transitioned to the Document Verification team, responsible for accurately verifying customer-uploaded documents to comply with compliance standards.
- Further moved into the E-Way Bill (EWB) process, creating EBNs (E-Way Bill Numbers) linked to Bill of Entry data for shipment deliveries.
- Prepared Trip Sheets with shipment and EBN details for delivery vans/trucks, facilitating timely dispatch operations.
- Consistently delivered tasks within tight deadlines under high-pressure situations during the COVID-19 crisis handling essential goods delivery.
- Successfully handled critical document processing and shipment clearance under strict deadlines during COVID-19 crisis.
- Mastered multiple roles including KYC Management, Document Verification, Internal Audit, and E-Way Bill processing, showcasing adaptability in dynamic work environments.
- Initiated career as an Associate, contacting customers to request and collect KYC documents necessary for clearing shipments across pan-India customs.
Education
BACHELOR OF COMMERCE - ACCOUNTING & FINANCE
Mumbai University
Mumbai, MaharashtraSkills
- Complaint Management
- Escalation Handling
- Customer satisfaction
- Customer Support
- TAT compliance
- KYC Verification
- Root Cause Analysis
- Process Improvements
- Customer Centric Approach
- Process Adherence
- Team Co-ordination
- KYC & Compliance
- Customer Escalation
- Death Claim Settlement
- Audit resolution
- Statutory compliances
Awards
Employee of the Month
Languages
English
Full Professional
Marathi
Full Professional
Hindi
Full Professional
Timeline
Service Relationship Manager
Axis Bank Ltd
06.2025 - Current
Senior Customer Associate
Capri Global Housing Finance Ltd
03.2023 - 08.2024
Assistant Manager
Kotak Mahindra Bank
02.2022 - 03.2023
Senior Associate
Sutherland Global Services Pvt Ltd
07.2015 - 11.2021
BACHELOR OF COMMERCE - ACCOUNTING & FINANCE
Mumbai University