Providing resolutions & RCA to the complaints calls logged by Banking clients regarding service issues
Handled client Banks - YES, BOI, AXIS & IDBI
Co-ordination with stake holders such as operations, Service desks, Data warehouse & IT for Client requirements, escalations
Ensuring delivery of quality services
SPOC for clients
Weekly update issue tracker to clients & management
Co-ordinate with operations and IT for SIT / UAT of new developments
Conducting monthly meetings with clients & publishing MoM
Single point of contact (SPOC) for designated client Banks
Deputy Manager
HDFC Bank Ltd.
04.2008 - 10.2017
Forex & INR Card activation, Base II Settlements, Corporate payments of forex cards
Forex Plus Prepaid Cards Base II Visa & Master card settlement payment
Balance Sheet Reconciliation of MasterCard & Visa forex account
Payment settlement received through CAM of Corporate and FFMC
RBI Reporting of card loading fortnightly
Treasury reporting of base II settlement volumes
Forex card encashment requests
Expense/ Income booking for Cards retained at other Bank ATMs
Handling of Outstanding Credits postings in the cards as per the YCS & Finware systems
Activation of Prepaid INR Cards (Gift, Food, Money plus)
Handling of customer complaints received by Grievance Redressal cell & MD desk for quality service delivery
KYC document verification of new card activation requests
Systems worked on: Finware, Flexcube, YCS, YSE, New Core Banking & FCC systems
PAN India Query desk
HDFC Bank Ltd.
09.2016 - 10.2017
Resolving complaints & service calls logged in Talisma system by PAN India branches related to online mutual fund account, Vendor bill Management system & Prepaid cards received from PAN India Channels
Provide resolutions & RCA of the complaints received via - Branches, Phonebanking, Email Management team, Social Media, HNW & Priority Banking Team