Rutu Patel

• Managed complete customer lifecycle operations, ensuring accurate and timely resolution of all service requests.
• Mentored and trained associates to improve performance, productivity, and customer-handling standards.
• Effectively handled customer escalations within defined TAT, maintaining service excellence.
• Maintained consistent 80–85% NPS, supporting brand reputation and customer loyalty.
• Ensured NIL PHA errors, enabling faster process & zero operational deviations.
• Supported business growth through cross-selling of Home Loans and Credit Cards.
• Ensured complete compliance with Retail Asset Center audit requirements.

• Led end-to-end operations across the entire Saurashtra region including loan signing, disbursals, collections, vaulting, loan closures, and CSM training.
• Ensured smooth customer service and disbursal operations across all branches within the cluster.
• Coordinated with legal and technical vendors for project files and independently managed vendor billing.
• Awarded “Master ACSM – 2019” for operational excellence and team leadership.
• Worked closely with Branch Managers and Regional Managers on monthly strategy planning to achieve disbursal volumes and operational targets.
• Built and maintained strong relationships with builders, channel partners, and customers to ensure smooth processes and faster disbursals.
• Mentored and coached teams to achieve 100% operational metric efficiency.

• Handled end-to-end post-sanction processes including loan signing, documentation, legal & technical coordination, disbursals, collections, vaulting, and loan closures.
• Conducted loan signing appointments, clearly explaining loan structure, insurance coverage, and documentation to customers.
• Ensured timely completion of Legal & Technical reports and system activation for disbursal readiness.
• Coordinated with builders and channel partners to obtain original property documents within defined TAT.
• Achieved 100% targets in collections and disbursals across three managed portfolios.
• Maintained 24-hour customer service TAT with zero escalation matrix.
• Managed complete branch operations single-handedly with high accuracy and efficiency.
• Ensured secure vaulting of original property documents and timely digital uploads to avoid discrepancies.
• Guided customers through smooth and hassle-free loan closure processes.