Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic
Pooja Kurva

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
Mumbai

Intermediate - Commerce

SMT Bafna Junior College
Mumbai

Matriculation -

St. Paul's High School
Mumbai

Skills

  • Process Handling
  • Team Orientation
  • Leadership
  • Client Relationship Management
  • Tax Reporting
  • Call Calibration
  • Quality Analyst
  • Escalation Anayst

Websites

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

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Pooja Kurva