Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Hi, I’m

Ratan Mala Pandey

Pune

Summary

Accomplished Senior Analyst with extensive experience in risk management and client research, currently at Barclays. Demonstrates expertise in analyzing financial records, loan documentation, and underwriting strategies. Proven track record in customer service and dispute resolution from previous roles at Citicorp Services India Private Limited and Teleperformance. Skilled in SQL, compliance knowledge, and data management, with a strong understanding of anti-money laundering practices. Adept at using analytical skills to inform decision-making processes and enhance operational efficiency.

Overview

6
years of professional experience

Work History

Barclays Global Services

SENIOR ANALYST
11.2024 - Current

Job overview

  • Analyzed clients' background checks and financial records to determine loan risk involved.
  • Examined loan document entries and reconciled against client paperwork to complete required loan processes.
  • Maintained up-to-date knowledge of the housing market trends, using insights to inform underwriting strategies and risk assessments.
  • Performed daily maintenance of loan applicant database.
  • Supported underwriting manager with completion of updates to lending policy in draft format.

Citicorp Services India Private Limited

SENIOR ANALYST
02.2023 - 10.2024

Job overview

  • Highly motivated and customer service-oriented professional with 1 years of experience resolving complex retail banking customer disputes related to accounts, transactions, fees, and other issues
  • Proven ability to investigate cases thoroughly, communicate effectively with customers, and reach amicable resolutions
  • Skilled in training and onboarding new team members, maintaining data accuracy, and ensuring case quality through meticulous checking
  • Mentored new joiners, managed event processes, and conducted regular huddles and refreshers on updates related to Citi bank credit card operations
  • Managed diverse data for the team

Citicorp Services India Private Limited

OPERATION SPECIALIST (C04)
01.2021 - 02.2023

Job overview

  • Cultivated exceptional customer experiences for Citibank credit cardholders in the US through a diverse spectrum of responsibilities, including chat support, event management, training, and product updates
  • Generated reports detailing findings and recommendations.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Conducted regular reviews of operations and identified areas for improvement.

Teleperformance

ASSOCIATE
07.2019 - 10.2020

Job overview

  • Demonstrated a progressive career journey at Amazon North America, transitioning from Email Representative to Quality Analyst, impacting customer service excellence through diverse skillsets

Education

IMT Ghaziabad
Delhi

PGDM from Accounting And Finance
11-2023

University Overview

Aryabhatta Knowledge University
Bihar

Bachelor Of Computer Applications
01.2019

University Overview

Skills

  • Mortgage & Lending Operations: Expertise in post-offer processes, solicitor coordination, underwriting support, and case management
  • Banking & Financial Analysis: Strong understanding of fund accounting, credit lending, risk events, and investment banking fundamentals
  • Process Improvement & Innovation: Proven track record of identifying operational gaps, suggesting process automation, and implementing workflow enhancements to reduce turnaround time
  • Data Analysis & Reporting: Skilled in analyzing large datasets, preparing client reports, and using Excel, SQL, and visualization tools to drive insights
  • Stakeholder Management: Experience collaborating with brokers, solicitors, referral teams, and senior leadership to streamline communication and resolve escalations
  • Client Research & Due Diligence: Conducting comprehensive client profiling, KYC/AML checks, and risk assessments to ensure compliance
  • Problem Solving & Decision Making: Adept at handling exceptions, resolving case discrepancies, and ensuring timely case closures
  • Leadership & Collaboration: Recognized for contributing to team improvements, mentoring peers, and actively participating in skip-level discussions with senior management
  • Communication & Presentation: Strong professional communication skills; experienced in preparing process flows, idea decks, and presenting to management
  • Adaptability & Continuous Learning: Keen to expand expertise in investment banking, financial modeling, and advanced analytics to achieve long-term leadership goals

Accomplishments

Accomplishments

    Process Improvement – Citibank Credit Card

  • Proposed the introduction of a new Service Process Model (SPM) to streamline credit card operations, enhancing efficiency and reducing turnaround time.
  • Suggested and implemented new feature enhancements for credit card services to improve customer experience and reduce complaints.
  • Designed and promoted a structured dispute resolution channel, ensuring faster escalation handling and better customer satisfaction.

    • Operational Excellence – Barclays Mortgage Underwriting & Completions

  • Recommended changes in the letter dispatch process to solicitors, reducing errors and improving turnaround time in post-offer mortgage completion.
  • Provided ideas for enhancement of internal mortgage tools, contributing to greater operational efficiency and accuracy in lending operations.

Timeline

SENIOR ANALYST
Barclays Global Services
11.2024 - Current
SENIOR ANALYST
Citicorp Services India Private Limited
02.2023 - 10.2024
OPERATION SPECIALIST (C04)
Citicorp Services India Private Limited
01.2021 - 02.2023
ASSOCIATE
Teleperformance
07.2019 - 10.2020
IMT Ghaziabad
PGDM from Accounting And Finance
Aryabhatta Knowledge University
Bachelor Of Computer Applications

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Ratan Mala Pandey