PANKAJ KUMAR MAHARAJ
Personal Banker Authorizar Branch Operations Manager
DEOGHAR ,JH
Summary
Resourceful Personal Banker recognized for high productivity levels and efficient task completion. Possess specialized skills in customer relationship management, financial advising, and risk assessment. Excel at communication, problem-solving, and adaptability, ensuring seamless banking experiences for clients.
Overview
24
24
years of professional experience
Work History
Personal Banker Authorizar
Hdfc Bank Ltd
Deoghar
04.2019 - Current
- Participated in training sessions regarding new banking products or services.
- Assisted and advised customers on using online and mobile banking systems.
- Executed wire transfers of funds in compliance with banking best practices.
- Received mortgage and other loan payments by verifying payment dates and amounts due.
- Created strategic financial solutions to suit individualized client needs.
- Examined checks for endorsements to verify legality of documents.
- Alleviated issues quickly by getting in touch with customers and explaining steps for successful resolution.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Informed customers of procedures for depositing checks and applying for ATM cards.
- Provided guidance on how best to utilize online banking tools for maximum benefit.
- Promoted additional bank services through personal contact with customers.
- Maintained customer data confidentiality while inputting information into system.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Responded promptly to customer emails, phone calls and requests for information.
- Followed operational standards, promoting security, risk management and compliance.
- Entered new account information into computers and filed related forms and other documents.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Greeted customers upon entering the bank and directed them to appropriate personnel or services.
- Maintained and built strong client relationships through quality, personalized interactions.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
- Used customer and bank records to investigate and correct errors upon customer request.
- Reviewed existing accounts for accuracy of information and compliance with regulations.
Sales Manager in Axis Bank Vertical
Max Life Insurance company Limited
Madhepura
08.2013 - 04.2019
- Resolved customer complaints regarding sales and service.
- Supported sales team members to drive growth and development.
- Managed daily operations of sales department, including supervision of staff members.
- Coordinated Daily Field Reports (DFRs) and distributed to clients.
- Established relationships with key clients, while maintaining existing customer base.
- Conducted market research and reported on competitors.
- Analyzed data to identify trends in customer behavior and develop plans accordingly.
- Established ambitious goals for employees to promote achievement and surpass business targets.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Executed strategic sales plans to expand customer base and revenue.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Gained market share in new sales performance through aggressive team training.
- Delivered sales presentations focused on offerings and unique advantages over competitors.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Collaborated with marketing team to create promotional materials for target customers.
- Provided technical support for customers when needed, answering questions about product features and capabilities.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Operated a variety of machinery and tools safely and efficiently.
- Recognized by management for providing exceptional customer service.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
Customer Care Executive
ICICI Prudential Life Insurance company Limited
Purnea
12.2010 - 08.2013
- Implemented quality control measures to uphold company standards.
- Kept ahead of industry developments and applied best practices to areas of improvement.
- Recorded details of all inquiries, complaints, and comments.
- Adapted communication style to match customer needs, ensuring effective and empathetic customer interactions.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Followed up on customer interactions, ensuring complete satisfaction with resolutions.
- Maintained detailed records of customer interactions, feedback, and resolutions in CRM software.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Resolved billing issues and disputes through effective problem solving techniques.
- Analyzed call data to determine areas of improvement in customer care process.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Processed customer orders, forms, applications, and requests efficiently.
- Negotiated contracts with vendors to secure favorable terms and pricing.
Customer Care Executive in Branch Operations
Reliance Life Insurance Company Limited
Munger
08.2007 - 12.2010
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed inbound and outbound customer service calls, ensuring high-quality support.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Resolved billing issues and disputes through effective problem solving techniques.
- Answered customers' questions about services and products offered.
- Participated in weekly team meetings to discuss targets, achievements, and customer service metrics.
- Reviewed completed work to verify consistency, quality, and conformance.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Delegated work to staff, setting priorities and goals.
- Tracked customer order statuses using various systems including CRM software.
- Implemented strategies to manage customer churn and enhance customer loyalty.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Customer Care Representative
Bajaj Allianz
Munger
05.2005 - 08.2007
- Monitored customer satisfaction levels through surveys and feedback forms.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Led on- and off-site customer support teams across multiple time zones.
- Ensured compliance with data protection regulations when handling customer information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Provided accurate, valid, and complete information to customers.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Built sustainable relationships of trust through open communication with customers.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Assisted customers in navigating through website features and functions to locate desired information or products.
On Jobs Trainee
Hindustan Infosystem company Limited
Patna
05.2001 - 04.2002
- Attended training sessions and meetings to learn new information and develop personal skills.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed key performance indicators to identify effective strategies.
- Assessed company operations for compliance with safety standards.
- Provided support to existing staff on various tasks and duties.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Determined consumer needs to provide products and services appealing to larger market.
- Worked alongside senior team members to learn related job tasks and roles.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Recognized by management for providing exceptional customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted testing of software and systems to ensure quality and reliability.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Worked effectively in team environments to make the workplace more productive.
Education
MBA - Operations Management
Master of Business Administration in Operations Ni
ISBM PUNE MAHARASHTRA 08-2017
Bachelor of Arts - History Honours
Tilka Manjhi Bhagalpur University
Bhagalpur, Bihar,India05-2002
Associate of Science - Physics, Chemistry, Biology & Math
Bihar Intermediate Council Board, Patna
Bihar,Patna,India05-1997
Associate of Science - Science, math & English
Bihar Education Board,Patna
Patna, Bihar,India05-1995
Skills
- Regulatory compliance
- Customer service
- Risk assessment
- Process improvement
- Team leadership
- Conflict resolution
- Client relationship management
- Operational efficiency
- Performance metrics
- Delegation
- Policies and procedures implementation
- P&L Administration
- Retail operations management
- Revenue generation
- Operations oversight
- Quality assurance and control
- Self motivation
- Employee relations
- Organizational management
- Microsoft office expertise
Personal Information
- Place of Birth: Munger
- Height: 5'9''
- Father's Name: Late Shyama Kant Maharaj
- Mother's Name: Mrs. Krishna Devi
- Date of Birth: 15/08/1979
Languages
English
Beginner
A1
Hindi
Beginner
A1
Timeline
Personal Banker Authorizar
Hdfc Bank Ltd
04.2019 - Current
Sales Manager in Axis Bank Vertical
Max Life Insurance company Limited
08.2013 - 04.2019
Customer Care Executive
ICICI Prudential Life Insurance company Limited
12.2010 - 08.2013
Customer Care Executive in Branch Operations
Reliance Life Insurance Company Limited
08.2007 - 12.2010
Customer Care Representative
Bajaj Allianz
05.2005 - 08.2007
On Jobs Trainee
Hindustan Infosystem company Limited
05.2001 - 04.2002
MBA - Operations Management
Master of Business Administration in Operations Ni
Bachelor of Arts - History Honours
Tilka Manjhi Bhagalpur University
Associate of Science - Physics, Chemistry, Biology & Math
Bihar Intermediate Council Board, Patna
Associate of Science - Science, math & English
Bihar Education Board,Patna
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