RAMAN KANT

Here are some key responsibilities of a Complaint Associate:

• Handle and resolve customer complaints within agreed timelines.
• Escalate complex issues to the relevant departments for resolution.
• Ensure compliance with banking guidelines, RBI, and FCA regulations.
• Maintain accurate records of complaints and resolutions.
• Communicate resolutions clearly and professionally to clients.
• Monitor complaint trends to identify areas for process improvement.
• Collaborate with internal teams to address root causes.
• Prioritize client satisfaction while adhering to regulatory standards.
• Prepare periodic reports for management review.
• Maintain confidentiality and integrity in all client interactions.

• Responsible for managing customer accounts, ensuring accuracy in transactions, and providing assistance with account-related inquiries.
• Taking care of processes like retail banking, business banking, skill-based routing, and Barclaycard (credit card).
• Understanding collection laws (e.g., FDCPA, GDPR).
• Handle customer complaints efficiently, addressing concerns with professionalism, empathy, and finding suitable resolutions to enhance customer satisfaction.
• Identifying and addressing potential vulnerabilities in customer accounts, transactions, or banking processes to enhance security and protect customers from potential risks.
• Ensuring customer success and financial well-being of the customers by offering tailored financial advice.
• Monitor transactions to detect suspicious or fraudulent activity.
• Investigate alerts, cases, and escalations related to potential fraud.

• Extensive customer service experience at Barclays.
• Communicate with the customers in real time, provide updates on their day-to-day banking needs, and products.
• Identify if there's any fraudulent or suspicious activity in the customer's account.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints, and guarantee customer satisfaction.
• Built rapport with customers through courteous and professional communications over chats.
• Escalated customer concerns, issues, and dissatisfaction requirements to a dedicated team.
• Increased customer satisfaction by promptly addressing concerns and providing effective solutions.
• Provided detailed performance reports for management review, facilitating data-driven decision-making.

• Enhanced employee performance by designing and delivering engaging training programs tailored to individual needs.
• Developed strong relationships with department managers to align training initiatives with business goals and priorities.
• To develop cutting-edge solutions in logistics and transportation. Creating employability in the field of logistics through skilling.
• To provide a practical approach toward learning and development. Acted as a training subject matter expert and provided extensive technical support to different departments.
• Developed and implemented effective lesson plans to cover necessary material. Established personnel qualifications and coordinated onboarding activities.
• Conducted orientation sessions and organized on-the-job training for new hires.

• To provide services according to the experience and next-level assignment of the client.
• Surpassed growth targets and revenue projections by coordinating and planning product sales.
• Using collection software (e.g., CRM, billing systems).
• Monitored customer buying trends, market conditions, and competitor actions to adjust strategies and achieve sales goals.
• Fostered relationships with customers using convincing skills and selling skills, bolstering future sales opportunities.
• Maintained detailed records of sales progress, inventories, and marketing success to better align goals with company priorities.
• Developed SWOT analysis and executed targeted sales strategies accordingly, using data-driven decision-making.