SHABEEN BANU.M

• DDM exceptions process: Review and identify exceptions in the home loan documents processing, including incomplete documents and discrepancies in loan documents.
• Manage home loan queue and prioritize them based on SLAs.
• Met 100% on every consecutive month with the same achieved the beyond the target.
• Given buddy support to new joiners on DDM exception process and process knowledge and played a vital team role.
• It is one of critical process as we need to segregate the documents and next team should not lapse with time,loss of documents and important customer information which required by another follow up team .
• Actively participated in other activities other than production like squads ,EODs ,Quality check of new joiners, tracking the employees data of quality and production and track of employee data.
• Got an award as STAR PERFORMER for consecutive months ,from EGM appreciation and fellow colleagues too.

As due to my great performance I got a new opportunity to switch to new team.

• Discharge Payouts: Managed and oversaw the timely and accurate processing of discharge payouts for departing customer or refinance customer.
• Was a star performer and picked up the process early with high efficiency,and consistently performed from starting in payouts.
• Productivity achieved beyond the target of 30%and 100% quality.
• It's a critical process where we have to manual calculate payouts Partials discharge in which the credit instruction we follow the reading ,reviewing and actioning instruction provided by assessment team which is similar to credit variation.
• Calculation of accurate payouts and strong organization skills detail to maintain error free payout process .
• A strong management and service to customers in a very limited span of SLA to customers ,which customers are prioritized and service well.
• Calculation of payouts manually in home loan which amount customers owes to pay to the bank including fees it could be indicative ,partial,and final payout ,with 100% quality and over and above the productivity.
• Due to my great performance in productivity and quality ,FTE had to be reduced and I had to do multitask other than the production like Tracking the quality,EODs ,cross skilling other team member in payouts and tracking the performance ,knowledge,quality and production in payouts .
• Gave an idea on improvement on software we use and risk idea for the improvement of process and safeguarding customer data.
• Got an award for consecutive months as STAR PERFORMER and FIRE BOLT and appreciation for my work from another team.

Again, a new opportunity due to my great performance and giving up good on process, got an opportunity to cross skill in new process.

Home loan closure: It is the last process of home loan closure where the decision to made looking out all the check of customer weather account to be closed or not decisions is taken and close.

• Production and quality were 100% it was a cross skilling with payouts.

• Working with internal and external partners to help develop and prospect new relationships.
• Conducting consultative, relationship building sales calls over the phone or in person to identify.
• Worked at bank front counter to assist customers with various banking needs, including deposits, withdrawals, and balance checks, FD creation
• Adhered to all guidelines to ensure that customers received optimal care and service while banking at our branch
• Fostered and maintained relationships with business customers by organizing portfolios. Conducted and documented report of monthly financial reviews and discover potential customers and additional opportunities.
• Handling clients, understanding their requirements and onboarding them to digital platform and also give online solutions and cross selling across products.
• Ample amount of knowledge and skills in core banking areas like banking products, processes,systems, regulations and compliance frameworks involved in day-to-day operations as well. Attend and resolve customer queries within defined TATs.
• Handling customer queries relating to Retail Liabilities - Savings Account, Current Account, Term Deposit, Home Banking Services, Deliverables dispatch details and other services provided the Bank within the desired time.
• Meeting the customer on daily bases for new acquisitions.
• Handling customer escalations/complaints follow up with relevant bank branches and bring the case to closure with utmost customer satisfaction.
• Retention of the customers by providing the best possible services. Communicated with managers at other departments to maintain transparency.
• Also Home loan desk and as Cashier,Managing branch operations and sales.
• Evaluated risks associated with potential investments, recommending viable options aligned with corporate goals.
• Drove revenue growth by identifying new market opportunities and developing effective sales strategies to capitalize on them.

• Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
• Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
• Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
• Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.