SANCHITA ROY

Key Responsibilities:

Key Achievements:

• Successfully reduced average complaint resolution time.
• Consistently achieved 95% customer satisfaction score over a period of 4 years.
• Promoted to senior executive.

Key Responsibilities:
Customer Assistance:Provide assistance to customers regarding bank account services, loan inquiries, credit cards, and other banking products.
Resolve customer complaints and queries through phone, email, or in-person interactions promptly and efficiently.

• Service Delivery:Ensure high-quality service delivery by adhering to bank policies and service level agreements (SLAs).
  Guide customers on digital banking services like mobile banking, internet banking, and ATMs.
  
• Transactions and Operations:Assist customers in processing transactions such as account openings, deposits, fund transfers, and withdrawals.
  Handle documentation and verification for new account holders or other service requests.
  
• Product Promotion:Educate customers about various banking products, such as loans, fixed deposits, and investment options.
  Upsell or cross-sell banking products to meet customer needs and achieve branch targets.
  
• Compliance and Security:Ensure all customer interactions comply with RBI guidelines and ICICI Bank policies.
  Safeguard customer data by adhering to data protection and confidentiality protocols.
  
• Customer Feedback and Reporting:Record customer feedback, identify common concerns, and suggest improvements to enhance the customer experience.
  Maintain detailed logs of customer interactions in CRM tools and prepare periodic service reports for management.
  
• Team Collaboration:Collaborate with internal departments, such as operations, credit, and sales, to resolve customer issues.
  Participate in team meetings and training sessions to stay updated on new policies and products.