Suresh Balaji A

•Supervising a team of 15+ members based in 2 different locations in India .
•Overall project management & carry responsibilities for Team development .
•Built strong relationships with customers through positive attitude and attentive response.
•Established open and professional relationships with team members to achieve quick resolutions for various issues.
•Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
•Promoted high standards through personal example to help each member understand expected behaviors and standards.
•Mentored and guided employees to foster proper completion of assigned duties.

• Reviewing the queues raised under New business & Variation deals on mortgage accounts, Mortgage maintenance request and Mortgage security release request in Citibank’s customer portal (Eclipse) and action all the customer’s request within the agreed service level agreement.
• In New business and variation deals, credit officer will prepare a credit approval after verifying and analysing the customers property and its eligibility. Based on those credit approvals, we will open the mortgage account to the approved limit.
• In mortgage maintenance, customers on day to day basis will place requests like Auto debits activation & cancellation , Rate review & change, Customer basic data change (Name change, Address, Estate notification etc.).
• In Security Release(Discharge), the customer will place a security release form for the discharge of property. We analyse and verify all furnished data, sign of customers with our system records then raise discharge instruction to Citibank solicitor(Galilee).
• In Security Release (Payouts), with the use of discharge instruction settlement date will be booked. Based on the settlement date, we will calculate the payout figure on all the linked accounts of the property which is to be released. Post clearance of payment will result in closure of mortgage accounts linked to the property and release certificate of title from the bank.
• Also Instrumental in preparing the mortgage statements for the customers.

• Involved in checking the document for outward transaction for Corporate / consumer / private banking division

•Preparation of work instructions, flowcharts and maintenance of learning tracker.

•Managing Customer queries as well as escalations via e-mail and calls on corporate ,retail and private banking transcation.

•Monitoring MIS for the team to ensure activities are completed within SLA.

•Was involved in the process of quality checking to ensure document integrity.

ADDITIONAL RESPONSIBILITIES:
•Managing the team
•Training new joiners and conducting refreshers for team members.
•Dedicated person for the Elite clients of the Bank ( Tcs, Ongc, Shell , L&t , Mondelez , etc.