Sonali Sthalekar

• Resolved customer complaints with professionalism and promptness.
• Servicing high-net-worth clients of bank
• Elevated customer satisfaction through execution of optimized service processes and thorough staff training programs.
• Led cross-departmental initiatives aimed at resolving complex customer issues, strengthening communication and collaboration among teams.
• Interacted with customers to evaluate service needs and devise effective solutions.
• Resolved escalated customer complaints with professionalism, converting negative experiences into opportunities for ongoing patronage.
• Interacted with customers to evaluate service needs and recommend appropriate solutions.

• Resolved escalated customer issues promptly for enhanced client satisfaction. Serviced high-net-worth clients with tailored relationship management strategies.
• Supervised branch operations to ensure compliance with banking laws and internal policies. Managed daily transactions, focusing on accuracy and efficiency. Implemented risk management strategies to minimize potential losses.
• Leading training and evaluating operations personnel to uphold high-level competency and professionalism.

Client service management, authorizing all branch transactions, resolving complaints, and addressing legal notices

• RBL BRANCH BANKING – Branch Operations
• Interaction with clients to obtain all necessary information required of the account openings and account reviews ensuring proper corporate confidently.
• Ensuring due diligence and KYC compliance during account opening.
• Responsible for audit checks for all branch operations.
• Assisting the existing clients with their queries.
• Increasing client stickiness to the bank by cross selling to the clients.
• RBL CHATBOT TEAM - Quality & Improvement
• Was part of Digital sales and chatbot process (Quality and improvement).
• Maintaining daily reports of chatbot conversations.
• Preparing and publishing monthly MIS.
• Analyzing chatbot conversations report.
• Preparing data to be deployed on chatbot for all the banking products.
• RBL CREDIT CARD -Customer service and Escalations.
• Handling PAN India credit card complaints and escalations.
• Update sale and support by cross selling card products.
• Maintain accuracy in information and ensure high quality deliverables, try to give immediate solutions to customers & hence decrease volume of customer complaints.

• Worked in different projects related to Pension and Annuities.
• Chasing customer’s address.
• Checking and Sending the important gone away documents to policyholders related to Pension and annuities.
• Transcription of the complaint and feedback calls.
• Ensuring daily deadlines of everyday targets are met.
• Sending the report to the concern department.

• End to end quality check of the US mortgage loan.
• Review & audit quality check of the underwriter’s work.
• Making a daily audit report of the loans reviewed.
• In case of error sending them the review notification for the error rectified.
• Ensuring daily deadlines of everyday targets are met.
• Making sure of correct correspondence is sent to the customer post approval or rejection of the loan modification accordingly.
• Ensuring correct resolution has been given to the customer.
• Received multiple awards for service quality and service excellence.

• Retaining existing home loan account customer.
• Handling all queries and complaints regarding their home loan accounts PAN India.
• Managing Saving account queries and complaints PAN India.

• Managing KYC checks and PAN validation -savings accounts operations.
• Manage Savings account queries & complaints PAN India.
• Providing sales and support by cross -selling banking products.
• Team work -Lead a team of junior /trainee advisors – groom to present ideas in a clear /logical comprehensive manner.
• Auditing calls and giving feedback to the service advisors.
• Was part of the most prestigious & the most revenue generating team to retain existing home loan account holders.
• Handled all queries & complaints regarding their home loan accounts PAN India.
• Received multiple awards for service quality and service excellence.