MOHAMMED ADIL AHMED

• Handle complex and sensitive customer complaints involving estate care, remediation, and financial settlements, ensuring thorough case analysis and resolution in compliance with internal and regulatory standards.
• Conduct deep-dive investigations to assess wide-ranging customer circumstances, determine the appropriate course of action, and document all findings using internal case management systems.
• Act as a key liaison between customers, legal representatives, family members, and business partners to resolve disputes through direct mediation, and collaborative problem-solving.
• Support both internal and external stakeholders by resolving queries related to financial products and services, including reviewing transactions, identifying risk flags, and classifying issues accurately.
• Collaborated with team members to improve service processes and customer satisfaction.
• Serve as the acting Subject Matter Expert (SME) for the team—assist peers in addressing process-related doubts, offer guidance on complex cases, and support knowledge sharing to improve overall case quality and team efficiency.
• Actively contribute to the CEDA (Customer Excellence Data Analytics) project, driving data-based insights to improve resolution quality and customer experience.

Acted as the first point of contact for customers, resolving queries related to account services, digital banking, and financial products.

Delivered clear and accurate information to customers regarding banking services and procedures, ensuring full compliance with regulatory guidelines.

Responded to email and phone inquiries with professionalism and efficiency, supporting the E-service team in managing large volumes of customer communication within defined turnaround times (TAT).

Client Relationship Management:

Built and maintained long-term relationships with clients by offering personalized support and consistent follow-up.

Provided guidance on ICICI’s full suite of services, helping clients make informed decisions aligned with their financial goals.

Assisted customers with account openings, renewals, service upgrades, and other ongoing needs, ensuring their expectations were met or exceeded.

Complaint Management:

Handled customer grievances calmly and professionally, aiming for first-contact resolution whenever possible.

Investigated complex issues such as fraud-related concerns, coordinating with internal teams and vendors through email for prompt resolution.

Escalated unresolved complaints in line with ICICI’s protocols, and ensured follow-up with customers until the complete closure of the case.

Key Contributions:

Recognized for maintaining high customer satisfaction ratings, and consistently meeting service quality benchmarks.

Played a critical support role in email operations, helping to streamline backlog clearance during high-volume periods.

Maintained accurate documentation of all customer interactions and case resolutions for audit and compliance purposes.