Ruthu M
Customer Service Manager
Bengaluru
Summary
Experienced professional with a strong background in HL/LAP. Possesses comprehensive knowledge of end-to-end processes involved in HL/LAP disbursement and primary credit underwriting. Skilled in customer service, home loan disbursement, FTR management, portfolio management, team handling, MIS reporting, TAT maintenance, delinquency management, CAM preparations, original verification, income ratio analysis, cost management, vendor coordination, collection management, KYC verification and OSV procedures.
Overview
4
4
years of professional experience
2023
2023
years of post-secondary education
2
2
Languages
Work History
Customer Service Manager
Home First Finance Company (HFFC)
Bengaluru
04.2022 - Current
- Addressed customer queries effectively to maintain high levels of customer satisfaction.
- Managed end-to-end disbursement, sales, and service operations at the branch, ensuring seamless processes.
- Achieved 100% First Time Resolution (FTR) in managing home loan full and trench disbursements.
- Executed the complete loan process from lead generation to disbursement, resulting in a increase in loan approvals.
- Conducted thorough scrutiny of property legal flow and resolved valuation queries, leading to a reduction in legal complications.
- Enhanced customer referral leads through delivery of exceptional customer service, leading to a increase in successful referrals.
- Verified customer KYC and original property documents with precision and accuracy to ensure compliance with regulatory standards.
- Generated customer referral leads and assessed customer eligibility, resulting in a increase in successful loan applications.
- Efficiently managed document handling, ensuring 100% accuracy and compliance with regulations.
- Led the team in lead generation through customer referral, connector, and DST channels, contributing to a increase in lead conversion.
- Streamlined the sanction and disbursement process for top-up loans, resulting in a reduction in processing time.
- Published daily MIS reports and tracked performance metrics, enabling data-driven decision-making.
- Successfully onboarded and trained new staff members, leading to a improvement in team productivity.
- Managed civil, OSV, PDD, OTC, and vendor relations effectively to ensure seamless operation
Senior Officer
ICICI Bank
Bengaluru
08.2021 - 04.2022
- Managed salary accounts and other fee products for customers.
- Cross-sold home loans, personal loans, and credit cards to salaried customers.
- Identified and executed cross-selling opportunities for existing privileged customers.
- Demonstrated expertise in selling a range of financial products including accounts, loans, cards, FD/RD, etc.
- Responsibly handled customer transactions and resolved inquiries.
- Consulted with customers to assess their needs and offered suitable products and services.
Education
MBA/PGDM - HRM
Jain University
B.Com - Commerce
Government Arts College
12th - English
10th - Kannada
Skills
- Customer engagement
- Full-cycle branch management
- Payment disbursement management
- Property document verification
- Vendor Management
- Cash Handling
- RTGS NEFT DD/Cheque Receipt Management
- Cheque and demand draft processing
- KYC Verification
- Trench Management
- Income Ratio Analysis
- Primary Credit Underwriting
- Cibil
Extra Curricular Activities
NSS Member In NSS In UG Level, I Was Best Outgoing NSS Volunteer For Batch Of 2016 19 Cultural And Sports Volunteer I Was Active Member In Both Sports And Cultural Participated And Organised Blood Donation Camps Under NSS In UG Level
Interests
Cooking
Listening To Music
Awards
- Trophy Of Appreciation For PAN India Best CSM, 2022-23 at Home First Finance Company India Ltd.
- Received a certificate of appreciation from ICICI bank for exceeding targets in 3 Months.
Timeline
Customer Service Manager
Home First Finance Company (HFFC)
04.2022 - Current
Senior Officer
ICICI Bank
08.2021 - 04.2022
B.Com - Commerce
Government Arts College
12th - English
10th - Kannada
MBA/PGDM - HRM
Jain University
Similar Profiles
Paras GoyalParas Goyal
Senior Credit Manager at Home First Finance Company Ind. Ltd. (HFFC)Senior Credit Manager at Home First Finance Company Ind. Ltd. (HFFC)
TOMENDRA NAGPURETOMENDRA NAGPURE
Relationship Manager at Home First Finance CompanyRelationship Manager at Home First Finance Company
Amar Vishnu PatilAmar Vishnu Patil
RELATIONSHIP MANAGER at HOME FIRST FINANCE COMPANYRELATIONSHIP MANAGER at HOME FIRST FINANCE COMPANY
HARISH VADLAMANIHARISH VADLAMANI
Consultant at Affine AnalyticsConsultant at Affine Analytics
Srikanta K NSrikanta K N
Senior Python Developer / AI Integration Engineer at Wipro LTD (Daimler-AG Project)Senior Python Developer / AI Integration Engineer at Wipro LTD (Daimler-AG Project)