Surbhi Chouhan
Bangalore
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
16
16
years of professional experience
Work History
Manager Compliance (Customer Service Manager)
HDFC BANK
02.2024 - Current
- Responsible for providing outstanding customer service by leading and motivating team and developing loyalty programs to increase customer satisfaction.
- Develop and implement service strategies to meet customers' needs and improve service quality.
- Handling customer escalations and RBI complaints
- Reverting to BO (Banking Ombudsman) with resolutions on case study for closure of cases within TAT
- Communicating: Interacting with customers by phone, email, letter and in person
- Staying current on industry trends and techniques
Manager Operations
HDFC BANK
07.2018 - 02.2024
- Handling LAP/DOD cases disbursements files
- Verification of Customer (FI, Legal, Technical and Docs Verification and generating Cersai CIBIL reports)
- Responsible to ensure Login TAT.
- Follow up to make sure all documentation for new accounts meet the know your customer (KYC) requirements.
- Compliance with Operational Risk Procedures to the extent applicable
- To ensure that Customer Profile is maintained accurately in all Transaction Processing System
- Complete scrutiny of file at the stage of Disbursements.
- To make ensure that all impacted departments to ensure proper communication and reporting practices.
- I am handling of department Disbursement.
- Handling the quarterly Audit Query.
- Handling Vaulting
- Review and update loan files.
- Review loan agreements to ensure that they are complete and accurate according to policy.
- Compute payment schedules.
- Submit applications to credit analysts for verification and recommendation.
- Handling complaints and take appropriate action to resolve them.
- To ensure PDDRE to be completed on time.
- Handling foreclosure cases and release property documents.
- Handling renewal cases for working capital.
- I have an authority to close Loan's deferrals.
Credit - Operation Officer (Housing Loan)
Religare Housing Finance Corporate Limited
10.2014 - 07.2018
- Login the Home loan and LAP File, its Processing & Calculating eligibility based on credit Policies and procedures of the bank.
- Triggered all Verification of Customer (FI, Legal, Technical and Docs Verification and generating CIBIL reports)
- Responsible to ensure Login TAT / Sanction TAT.
- Follow up to make sure all documentation for new accounts meet the criteria of the customer's (KYC) requirements.
- Compliance with Operational Risk Procedures to the extent applicable
- To ensure that Customer Profile is maintained accurately in all Transaction Processing System.
- Complete scrutiny of file at the stage of Disbursements.
- Preparation of Daily MIS and reporting to Higher Authorities on daily basis.
- To make ensure that all impacted departments to ensure proper communication and reporting practices.
- Handling the credit department Logins & Data Entry and their Disbursement.
- Handling the quarterly Audit Query from HO.
- Handling Vendor management.
- Review and update credit and loan files.
- Review loan agreements to ensure that they are complete and accurate according to policy.
- Compute payment schedules.
- Trained new employees.
Credit Executive (Housing Loan)
Dewan Housing Finance Corporation Ltd.
02.2012 - 10.2014
- Login the Home loan and LAP File Process & Calculate the eligibility based on credit Policies and procedures of the bank.
- Triggering all Verification of Customer (FI, Legal, Technical and Docs Verification and generating CIBIL reports)
- Responsible to ensure Login TAT / Sanction TAT.
- To ensure that Customer Profile is maintained accurately in all Transaction Processing System.
- Complete the scrutiny of file at the stage of Disbursements.
- Preparation of Daily MIS and reporting to Higher Authorities on daily basis.
- To make ensure that all impacted departments to ensure proper communication and reporting practices.
- Handled the quarterly Audit Query from HO.
CPA - Coordinator Retail Assets (Housing Loan)
Axis Bank Ltd.
09.2011 - 11.2011
CPA
ICICI PRUDENTIAL LIFE INSURNACE COMPANY LTD
08.2009 - 09.2011
Education
MBA - HR
NIMS University
Jodhpur, India01-2011
Bachelor of Arts -
Jai Narain Vyas University
Jodhpur, India01.2009
Skills
- Conceptual skills
- Collaborative team member
- Strong organizational skills
- Continuous learner
- Self-motivated and dedicated
- Proficient in MS Word, Excel, and PowerPoint
- Skilled in using Finacle for banking operations
Languages
Hindi
English
Personal Information
- Date of Birth: 09/17/87
- Nationality: Indian
- Marital Status: Married
Timeline
Manager Compliance (Customer Service Manager)
HDFC BANK
02.2024 - Current
Manager Operations
HDFC BANK
07.2018 - 02.2024
Credit - Operation Officer (Housing Loan)
Religare Housing Finance Corporate Limited
10.2014 - 07.2018
Credit Executive (Housing Loan)
Dewan Housing Finance Corporation Ltd.
02.2012 - 10.2014
CPA - Coordinator Retail Assets (Housing Loan)
Axis Bank Ltd.
09.2011 - 11.2011
CPA
ICICI PRUDENTIAL LIFE INSURNACE COMPANY LTD
08.2009 - 09.2011
MBA - HR
NIMS University
Bachelor of Arts -
Jai Narain Vyas University
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