Sadia Sultana
Bangalore
Summary
- 12 years of diverse experience in multiple domains of International banking, Health Insurance sectors & Contact Centre. A go getter attitude and never give up approach
Overview
15
15
years of professional experience
Work History
ECM (Exclusive Case Manager)
HSBC Electronic Data Centre
Bangalore
10.2022 - Current
- Assisting premier customers and providing end to end resolutions during their International Account opening Journey, customer onboarding experience & being the single point of contact for the customer from all MENAT Countries to all Countries.
- Manage premier relationship with the customers during their transition phase in terms of new banking set-up in another country.
- Interact and maintain relationships with different teams and departments in other countries including higher managements and stakeholders to negotiate and resolve any issues and work towards seamless completion of the referrals to provide a pleasant experience for the customer.
- Performing KYC checks and all due diligence(CDD & EDD) on all onboarding documents for International account opening while adhering and keeping up to date on laid down policies and updates on AML, KYC, sanctions(SEQ), FATCA, PEP(Politically Exposed Person) enhanced due diligence and customer due diligence.
- Training and mentoring new members of the team on process, policies and procedures and sharing best practices while consistently maintaining individual target and performance.
- I Was part of a few ECMs chosen as a pilot batch for UK DICO(Digital International Customer Onboarding) launch.
Customer Service Associate
HSBC Electronic Data Centre
Bangalore
11.2014 - 06.2021
- Dealing with inbound/outbound Deposit, Sales, Credit Cards/Overdraft accounts, Personal Internet Banking, Online Account Opening, Replace Damage cards, Reporting lost/stolen inquiries while adhering to regulatory guidelines
- Following global standards and being strong first line of defiance
- On boarding IBWM Customers after performing the required KYC screenings
- Managing day to day transactions and processes of our international banking customers
- Detecting and deterring and being vigilant to Fraud
- Adhere strictly to compliance in accordance with company and regulatory standards
- Keeping constant vigil when it comes to safety and security of customer's accounts
- Ensuring that customer complaints are appropriately captured in the CMS Tool and following-up to ensure that the complaints are processed within the turnaround time
- Coordinating with other departments to ensure timely resolution of customer issues
- Supporting the team in the absence of Team Manager.
Senior Analyst
Accenture India Pvt Ltd.
Bangalore
02.2012 - 09.2014
- Modify, update and renew health insurance claims
- Communicate to onshore teams over calls and e-mails
- Interacting with business partners regarding the internal policies and procedures.
Customer Associate
First Source Solutions Pvt Ltd.
Bangalore
12.2009 - 09.2011
- Identifying the customer needs, promoting and suggesting the Broadband Service
- Providing technical help to customers regarding their DTH service.
Education
B Com -
Dr C V Raman University
06.2017
PUC -
Vijaya Junior College, Bangalore
05.2005
SSLC -
Carmel Convent School
03.2003
Skills
- Eye for detail
- Excellent verbal and written communication skills
- Adaptable and Flexible with multiple task
- Excellent team player
- Can multi task and work under pressure simultaneously
- Expertise in 'Microsoft Office' (Word, Excel, PowerPoint, Access and Outlook)
Accomplishments
- HTRC IDOL
- RPH IDOL
- Quality Support Star
- Star Performer in HSBC
Languages
English, Kannada, Hindi.
Hobbies and Interests
Avid Traveler and keen sense of fashion.
Timeline
ECM (Exclusive Case Manager)
HSBC Electronic Data Centre
10.2022 - Current
Customer Service Associate
HSBC Electronic Data Centre
11.2014 - 06.2021
Senior Analyst
Accenture India Pvt Ltd.
02.2012 - 09.2014
Customer Associate
First Source Solutions Pvt Ltd.
12.2009 - 09.2011
B Com -
Dr C V Raman University
PUC -
Vijaya Junior College, Bangalore
SSLC -
Carmel Convent School
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