LILLY PRIYA M

• Manage a portfolio of 1500+ Preferred/ HNI customers with a total portfolio value of INR100+ Crores
• Drive liability growth and fee income through cross- selling of investments, cards, assets and liaiblity products
• Conduct customer profiling to recommend suitable financial solutions
• strengthen customer relationship through proactive engagement and follow- ups
• Ensure 100% adherence to internal controls, RBI guidlines and compliance policies

• Resloved high- impact credit card and liability complaints received via branch, email, social media and phone banking
• coordinated with cross- functional teams to ensure timely resolution with SLA/ TAT
• Maintained regular communication with customers on unresloved cases to manage expectations
• Identified root causes of escalations and shared insights to improve service delivery
• recognized through customer appreciation emails for effective resolution

Additional Roles:

Backup Trainer & Floor Coach

• Trained and mentored new hiers on process and product knowledge
• Monitored calls and supported the team during manger absence
• conducted refresher training sessions to improve performance and reduce errors

• Managed accounts receivable processes ensuring timely follow- ups and resolution
• coordinated with internal teams to improve process efficiency and accuracy