Vaisali R

Relationship Manager - Quality & Escalations (Nov 2022 - Current)

• Proactively addressing customer concerns regarding negative feedback in order to prevent RBI escalations and complaints.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Collaborated closely with Relationship Managers and SME clients to understand their business requirements and tailor financing packages accordingly, ensuring alignment with their strategic objectives.
• Reviewed customer documents and information to ensure compliance with KYC regulations.
• Identified customer risk levels based on established criteria.
• Assisted in the investigation of fraudulent transactions and related activities.
• Gaining customer's loyalty by placing follow-up calls for customer who reported product issue.
• Evaluated customer feedback to identify areas of improvement in products or services offered.
• Resolved escalated customer issues efficiently and effectively within established timelines.
• Managed portfolio of client accounts, ensuring high levels of satisfaction and loyalty.
• Check the quality of emails/calls before its reaching to the customer to avoid any escalations and to provide the best quality of services to the customers.

Trainer - Retail Liabilities (Apr 2022 - Oct 2022)

• Guided around 3+ team in all area to meet organization needs and helps to achieve day-to-day opportunity.
• Mentored individuals on professional development topics such as communication skills, problem-solving and goal setting.

Customer Service Associate (Mar 2021 - Mar 2022)

• Exhibited high energy and professionalism when dealing with clients and staff.
• Developed and maintained strong relationships with customers to foster repeat business.
• Maintained detailed records of customer interactions, transactions and comments for future reference.