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 – Mortgageundefined
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
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