Shantanuraj Patni

• Proficiently gathered and processed loan information to facilitate smooth transactions and meet customer needs
• Provided top-notch customer support via phone and in-person interactions, ensuring an outstanding loan service experience
• Successfully sold loan and protection products, demonstrating persuasive communication skills and product knowledge
• Conducted credit underwriting and decisioning processes to assess applicants' creditworthiness and mitigate risk
• Managed cash controls, including accepting payments and maintaining accurate financial records
• Demonstrated commitment to personal training and development, aligning with the company's mission to deliver the best borrowing experience and build customer trust and loyalty.

• Managed end-to-end product lifecycle, competitive landscaping, business expansion strategies, due diligence, and portfolio monitoring for personal loans.
• Effectively lead 12 critical partnerships and collaborated with key stakeholders to deliver personalized loan solutions in the above domains.
• Created user stories, product roadmaps, and business requirement documents (BRDs) to build a product that ensures customer delight.
• Aligned with cross-functional teams (engineering, operations, marketing, and design) for successful product execution.
• Conducted user acceptance testing (UAT) to ensure product functionality, quality, and usability before making it live.
• Developed and implemented product policies, borrower agreements, and operational procedures in alignment with the regulatory framework.
• Administered training for internal and external stakeholders on product policies and customer journeys. Delivered 12+ trainings per quarter.
• Recognized and solved process gaps to optimize business operations through continuous product improvements, refining product strategies, and gathering feedback from all stakeholders.
• Spearheaded various marketing & Sales campaign initiatives to drive business growth.
• Analyzed portfolios to assess risk and customer behavior. Used insights for tailored products and targeted campaigns.

Key Highlights & Projects:

• Detected and resolved CIBIL and Equifax reporting issues for 3000+ customers through root cause analysis and system fixes.
• Spearheaded the "Nation First Program," a specialized initiative catering to the needs of Indian Army personnel.
• Created an Instant Disbursement Business Rule Engine (BRE) for Medical Loans. This reduced the customer drop-out significantly from ~70% to ~20% and reduced TAT from 24 hours to just 45 mins. Also Achieved significant growth with over 8000+ customers and disbursed more than Rs. 180 million within 12 months.

• Handled Secured and Unsecured Loan Products
• Identified cross-selling and upselling opportunities and negotiated business agreements
• Designed impactful marketing communications (e-mailers, SMS, flyers) for product launches
• Generated and analyzed Sales Performance, NPA Trends, and Portfolio Reports to drive team productivity and maintain a quality portfolio
• Developing the TAT report for various business activities and identifying the bottlenecks
• Facilitated onboarding of channel partners and vendors
• Implemented reward systems and designed incentive matrices for channel partners, leading to a 33% increase in partner performance
• Ensured accurate computation and auditing of vendor payments
• Managed customer escalations and inquiries, achieving a 90% resolution rate and improved customer satisfaction scores.