JYOTSNA TRIMBAKE

• Handling various Retail NPA accounts (Non-Performing Asset) portfolio of Loan/Credit Cards/Mortgaged loan i.e. The Royal Bank of Scotland, Barclays Bank PLC, Axis Bank Limited, Standard Chartered Bank, Citifinancial Consumer Finance India Limited, Bajaj Finance Limited, Fullerton India Credit Company Limited, Religare Finvest Limited, HDFC Bank Limited, etc.
• Handling customer’s concerns related to various types of queries/escalations and complaints received through email channel, physical letter and walk-in customers.
• Taking follow-up (email/call) with our internal team, Resolution Manager or Assignors for resolution. Post receiving resolution, communicating the same to the customer via respective channel from where the request was received.
• Assisting customer to make payment and issue No Dues Certificate and all update their CIBIL.
• Handling escalation cases received from Assignors i.e. (HDFC, Barclays, Bajaj, etc.)
• Training to the agents who are handling our customer care call centre (inbound calls)
• Preparing monthly basis MIS and asset reconciliation data.
• Maintaining records of No dues certificate, OLM, credit Bureau data, etc.

• Handling various NPA (Non-Performing Asset) portfolio of Loan/Credit Cards/Mortaraged loan i.e. HDFC credit cards/loans, SBI cards, Fullerton India Credit Co Limited, L&T Finance, Bajaj FinServ, Tata Capital Financial Services Limited, CITICORP Finance (India) Limited, etc.

• Creating fresh ticket/SR# for customer’s concerns related to various types of queries, request and complaints received through email channel, physical letter and walk-in customers.

• Taking follow-up (email/call) with our internal team, Resolution Manager or Assignors for resolution. Post receiving resolution, communicating the same to the customer via respective channel from where the request was received.

• Preparing and publishing daily Output to internal team.

• Maintaining records and Data for Show Cause register, do not call data.

• Handling quires/request/complaint received from Branches through email/calls.

• Handling escalation cases received from Assignors i.e. (HDFC, L&T, Bajaj, etc.)

• Helping team members for drafting emails or assisting to their queries and train new joiner’s.

• Assignment cases to team on daily basis.

• Handling social media and Nodal Escalation received through internal team.

• Handle customer escalations and grievances through email.
• Customer grievances to designated departments for further investigation and coordinate with internal departments to resolve client queries.
• Handling Signature segment customers.
• Performs work in accordance to standardized policies and procedures.
• Refer unresolved and accurate messages or customize prepared responses to customer emails.
• Maintaining compliance in accordance with bank policies.
• Knowledge of Microsoft Office, Finacle, Siebel, CRM, EMS, Postilion and RIB.

• Working with RBL Bank Ltd processes as a Customer Service Associate.
• Handling customer queries / complaints and requests received through calls/emails (customer care) and providing correct and complete resolution within the turnaround time.
• Later was hired on RBL Bank payroll on basis of my excellent performance and achieving the organization criteria.

• Handling fixed deposits, current, savings deposits and all related queries.
• Handling outward, inward clearing activities, outstation cheque’s and outward return instruments etc.
• Processing outward customer and interbank remittances like transfers, RTGS , NEFT, etc.
• Processing of request pertaining to channel facilities like internet banking, telebanking, applications for debit/credit cards/pins
• Processing demand draft/pay order requests, stop payment requests well within turnaround time.