RAJA MONDAL

Customer Service & Account Management

• Deliver prompt and precise resolution to customer inquiries regarding various account types (savings, current, fixed deposits, recurring deposits)
• Investigate and resolve transactional discrepancies including payment failures, missing credits, and card-related disputes
• Educate clients on digital banking platforms including mobile applications, internet banking, and UPI services
• Advise customers on current interest rates, loan qualification criteria, and banking regulations

Product Implementation & Compliance

• Support rollout of new financial products and service offerings
• Maintain strict adherence to regulatory standards and organizational policies
• Perform regular compliance audits to identify and address potential risks
• Conduct training programs for new employees on banking protocols and regulatory compliance

Issue Resolution & Customer Support

• Manage and escalate customer grievances across multiple channels (phone, email, chat).
• Track and ensure closure of pending customer issues within defined timelines
• Maintain comprehensive complaint logs in the bank's customer relationship management system

Security & Fraud Prevention

• Enforce KYC regulations and RBI-mandated security protocols
• Authenticate customer identities to safeguard against fraudulent activities
• Report anomalous transactions to the financial crimes monitoring unit

Digital Banking Support

• Assist customers with online banking enrollment and application troubleshooting
• Provide guidance on digital payment systems (UPI, IMPS, NEFT, RTGS)
• Resolve technical authentication issues including OTP generation and biometric verification

Operational Support & Reporting

• Process account documentation including statements, passbook updates, and audit records
• Fulfill customer requests for banking instruments (cheque books, cards) and security credentials
• Reconcile transactional discrepancies and account balance inconsistencies
• Monitor and maintain compliance with established service level agreements
• Prepare analytical reports on team performance metrics and transaction trends
• Identify operational inefficiencies and present improvement recommendations to senior leadership

• Streamlined office operations by computerizing activities, managing customer communications, scheduling payments, and tracking records and documents.
• Monitor accounts to identify outstanding debts.
• Find and contact clients to ask about their overdue payments.
• Reporting of collection activity and accounts receivable.
• Resolve billing and customer credit issues.
• Knowledge of different CRMs like Salesforce, Lead squared & LMS.
• Compliance & Documentation
  Ensure adherence to RBI/Fair Practices Code, SARFAESI Act, and collection guidelines
• Maintain audit-ready records of recovery calls, payment promises, and legal notices
• Prepare and submit regulatory reports (DPD buckets, NPA status)

• Maintained a positive work atmosphere by building relationships with co-workers, customers, clients, and management.
• Getting acquainted with methods of servicing, alignment, and spare parts management.
• Managing Job Flow on the Service Floor.
• Quality & Inspection of Vehicle after servicing.