Raushan Kumar Jha
Senior Analyst
Gurgaon
Summary
A competent Individual seeking an opportunity to utilize skills and abilities in the Banking Industry that offers growth while being resourceful, innovative, and flexible.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Senior Operations Analyst
NatWest Group
Gurugram
10.2022 - Current
- Processing the final transaction for personal loan requests from end customers
- Cross-trained in multiple queues such as Arrestment, Refer Center Loan Automation, Lending status enquiry & maintenance, Overdraft, que indexing & Mailbox Reverts
- Expertise in CIQ, HooYu, & DigiDocs applications
- Keeping accurate records of day-to-day operations, logging incidents, and identifying trends
- Adhere to the shift schedule and maintain floor hygiene
- Maintaining focus on improving customer service and experience.
- Part of Overdraft reduction project for 9 months where I closely worked with Customer Journey Developer team.
- Played a pivotal role in the successful completion of high-stakes projects by providing crucial analytical support and insights
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates
- Maintained compliance with all regulatory standards, ensuring the accuracy of loan documentation and processes
- Conducted thorough due diligence on prospective borrowers to ensure sound credit quality and minimize risk exposure
- Processed loan applications and monitored progress from start to finish
- Assessed loan portfolios for compliance with underwriting policies
Customer Service & Operations Analyst – Mortgage
NatWest Group
Gurugram
02.2021 - 10.2022
- Expertise in Mortgage Deed Chasing
- Working closely with operational centers, providing coaching and support to increase efficiency and knowledge
- Keeping accurate records of day-to-day operations, logging incidents, and identifying trends
- Adhere to the shift schedule and maintain floor hygiene
- Maintaining focus on improving customer service and experiences
- Expertise in STAR Application
- Working as an internal QC for the team
- Coach & mentor new hires, help them come up the learning curve
- Responsible for work allocation to the team
- Active participation in Marge calls.
- Part of pilot project.
- Consistently exceeded performance targets, demonstrating an unwavering dedication to providing exceptional service and support for customers
- Collaborated with stakeholders to identify business needs and data sources
- Led training sessions for colleagues on regulatory changes, maintaining a knowledgeable and compliant workforce
Customer Care Executive – Insurance Claim Processing
Allianz Partners
Gurugram
11.2019 - 01.2021
- Worked as Claim processing executive
- Hands on experience on CISCO-AVC
- In depth knowledge of Insurance claim processing
- Handled customer queries over the call
- Adhered to the shift schedule.
- Implemented feedback-driven improvements for an enhanced overall customer experience
- Consistently exceeded performance metrics, demonstrating commitment to outstanding customer care delivery
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously
- Improved customer satisfaction by providing prompt, courteous, and knowledgeable assistance during the claims process
- Provided ongoing training and support for new hires, contributing significantly to their successful job performance as Insurance Claims Processors
- Supported continuous improvement efforts within the department by actively participating in workshops, seminars, and meetings
- Followed up with customers on unresolved issues
Customer Representative
Concentrix
Gurugram
08.2018 - 11.2018
- Worked as customer representative for Amazon.
- Handled customer queries over the call.
- Adhered to the shift schedule.
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Provided expert product knowledge to customers, enabling them to make informed purchasing decisions.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
Education
B. Com - Accounting - Accounting
Delhi University
School Of Open Learning 03.2016 - 05.2019
Skills
Deeds Ordering – MortgageInsurance Claim ProcessingInternal QCSTAR Application
Microsoft applications
Overdraft
Insurance claim process
Process change or creative thinking
Operations Management
Compliance Monitoring
Staff education and training
Complaint Handling
Operations Analysis
Excellent Communication
Process Improvement
Customer Communication
Accomplishments
I have been part of different projects i.e. Marge call, pilot project & overdraft reduction.
Timeline
Senior Operations Analyst
NatWest Group
10.2022 - Current
Customer Service & Operations Analyst – Mortgage
NatWest Group
02.2021 - 10.2022
Customer Care Executive – Insurance Claim Processing
Allianz Partners
11.2019 - 01.2021
Customer Representative
Concentrix
08.2018 - 11.2018
B. Com - Accounting - Accounting
Delhi University
03.2016 - 05.2019