Pooja Kurva
Bangalore
Summary
Dedicated and results driven professional with 7+ years of rich experience in understanding, evaluating and, mapping customer needs and issues into best solutions. Critical, logical and Analytical thinker with determination to resolve any complex issue. A resilient learner always gathering knowledge to honer my skill
Overview
13
13
years of professional experience
1
1
Certification
Work History
SME FATCA & CRS Tax Reporting
Capgemini
Bangalore
09.2020 - Current
- Live monitoring and post facto monitoring of calls of all agents using NICE application. Provide detailed analysis of the content of the calls with feedback for areas of improvement.
- Ensure that our team of 11 agents provides high quality service to our customers calling in with questions about GTIR regulations or about their personal situation with regards to tax residency.
- Provide our team of support agents with the essential induction training content to help them prepare for the role, FAQ documents to refer during the call, and detailed call analysis post the call.
- Conduct in depth training into all source systems for new starters. This includes integral Banking applications like CAP, iKnow, Pega, Service Delivery Application, Systematics, Vision+, Bonus Bonds
- Created Call Guides and training documents to cover all customer journey scenarios, compliance error and assisting them on how errors could be reduced
- Level 1 escalation point for all agents on the floor. Over past year I have ensured 99% of the escalations are handled at my level.
- Engaging with other key partners for Compliance Related Process
- Prepare and Publish internal monthly business reports
- Collaborating with the legal team from the Bank to understand the compliance legal Process aligned.
Senior Executive
Citibank N.A
Mumbai
03.2017 - 09.2019
- Manage Banking relationships of affluent net worth clients
- High customer satisfaction ranking from several customers who appreciate my patient support and problem solving abilities.
- Average outbound call on an average of 40-50 per day
- Plan the migration of the existing FATCA and CRS infrastructure to an automated due diligence and reporting solution
- Conducting Training for existing and new employees on process
- Handle multiple priorities and deadlines concerning review of high-risk clients
- Demonstrated marked rise in efficiently handling complex scenarios
- Worked with Senior Managers, Lines of Businesses & other departments to ensure ongoing compliance with Standards & regulatory requirement Analyzed client data, documentation and negative news in order to determine Client Risk Profile
- Check for correctness, including validation of client and completeness of documents received against existing records.
Senior Relationship Manager
ICICI Securities
Bangalore
11.2015 - 11.2016
- Charge with handling client retention, client satisfaction, relationship profitability and identifying cross-selling opportunities.
- Identify cross-selling and up-selling opportunities and facilitate the implementation of the new products and services.
- Monitor performance of high profile portfolio accounts and prepare status reports for prospective clients for generating new business for existing portfolios.
- Serve a designated portfolio of accounts in the Retail Banking business segment
- Managing broadly Trading account, Life Insurance, Mutual Funds, Investment Advisory, Wealth Management of ICICI group.
- Achieve various individual business targets and contribute to the performance of the team
- Checking for PEP status should be undertaken on a risk-based approach, in light of other customer due diligence (CDD) information held (such as employment) which may lead to the practice suspecting PEP status.
Inventory Analyst
Let's Talk Institute Private Limited
Mumbai
10.2011 - 03.2013
- Requisitioned materials to restock inventory and obtain goods for [Product or Service] production
- Recorded adjustments, pallet audits and tracked discrepancies
- Checked prices and calculated totals for accurate invoice processing
- Drafted concise and accurate reports detailing inventory, trends and sales for distribution to upper management and use in strategic planning
- Prepared new and backstock merchandise for transfer to sales floor by tagging with security markers and pricing information
- Conferred with managers, sales teams and engineering personnel to revise plans and achieve demanding targets
- Supervised inventory cycle counting processed, including accounting and surplus records, product damage and product returns
- Reviewed inventory to eliminate expenses and always ensure optimal stock.
- Maintained accurate, up-to-date documentation of supply chain processes for reliable reference.
Education
MBA - Marketing and HR
Dayananda Sagar College of Engineering
Bangalore Bachelor of Computer Applications - Computer And Information Systems Security
Jethro College of Arts, Commerce
MumbaiIntermediate - Commerce
SMT Bafna Junior College
MumbaiMatriculation -
St. Paul's High School
MumbaiSkills
- Process Handling
- Team Orientation
- Leadership
- Client Relationship Management
- Tax Reporting
- Call Calibration
- Quality Analyst
- Escalation Anayst
Certification
- FATCA & CRS Specialist- Issued by Global Compliance Institute
- IRDA Certified for Insurance and regulatory authority
- AML Case Investigation Skills (Udemy)
- NISM AMFI Certified for Mutual fund Association In India
Timeline
SME FATCA & CRS Tax Reporting
Capgemini
09.2020 - Current
Senior Executive
Citibank N.A
03.2017 - 09.2019
Senior Relationship Manager
ICICI Securities
11.2015 - 11.2016
Inventory Analyst
Let's Talk Institute Private Limited
10.2011 - 03.2013
MBA - Marketing and HR
Dayananda Sagar College of Engineering
Bachelor of Computer Applications - Computer And Information Systems Security
Jethro College of Arts, Commerce
Intermediate - Commerce
SMT Bafna Junior College
Matriculation -
St. Paul's High School