Varsha Singh
Banker
Virar-West,MH
Summary
A Banking Professional well versed with Operations, Front Desk Teller, MD level escalations management, Reconciliations, Relationship Management
Overview
20
20
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Senior Manager Operations
RBL Bank
07.2020 - Current
- Fraud monitoring VPA
- Implemented fraud controls of UPI QR
- Regulatory policy implementation
- Audit
- Transaction monitoring
Prepaid Product Instruments - Prepaid Cards Domestic
RBL Bank
07.2020 - 12.2021
- Streamlining Card Replacement, Refund & Activation
- New corporate On-Boarding in TSP
- KYC upload on DMR
- Managed entire Prepaid cards process
- Training front end customer support
- Reconciliation of prepaid pool account
- Preparing MISes as per Business/ ManCom request
- Income booking, Payouts & network Settlements
- Inventory management
Relationship Manager Operations
Atos Worldline Private Ltd.
10.2017 - 10.2018
- 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
- Handling complaint calls logged at MD Desk, GRC & PNO desk
- Drafting customer response for Banking ombudsman & MD Desk
- Share MIS across teams & Top management
- Co-ordinate with & learn new process changes with Ops, product & IT
- Maintaining SLA/ TAT
- Systems worked on: TALISMA, VBMS, YSE, FPIS
Assistant Manager
Kotak Mahindra Bank Ltd.
10.2007 - 03.2008
- Front office operations as Teller
- Inward and Outward clearing, handling Outstation Cheques
- Daily Co-ordination with Clearing House and CPCs
- Issuing DDs/POs to the customers
- Cash/Cheque Withdrawal, Deposits
- Bank to Bank transfers
- Daily updating Currency rates on Card Rate board
- Safe custody operations
- Generation of HEAT (System) queries for various customer requests and dispatching the same to CPC
- Maintaining records of the customer deliverables
- Systems worked on: Flexcube & HEAT systems
Executive Level 1
ICICI Bank Ltd. (HFC)
09.2005 - 10.2007
- Retail Liabilities - Net Banking Fixed/ Recurring Deposits' request Processing
- Processing of FD/RD opening requests
- Setting up of standing Instructions for customer's deposit A/Cs
- Processing of FD/RD closure requests
- Account Maintenance via 'Finacle' system
- Processing of Address Change requests in customer's A/Cs
- Web trade A/C Closures, Processing of requests forwarded by Branches through 'Staffware'
- Systems worked on: Finware (Character & Web mode) & Staffware
Customer Service Representative
DSS Mobile Communications
11.2004 - 07.2005
- Attend customer queries and complaints
- Co-ordinating with technical teams for better customer service delivery & satisfaction
- Received team appreciation for maintaining service level
- Interaction with service centers and managing customer complaints
- Maintaining the Customer Service quality & handling irated customers
Education
B.Com - undefined
Mumbai University
03.2000 - 05.2003
HSC - undefined
Maharashtra Board
SSC - undefined
Maharashtra Board
Skills
Card Operations - Refunds, Issuance, Dispatch, Reconciliations
Accomplishments
- Short-listed for IVR voice of Air India
- Back to back Top Ratings in ICICI
- Selected for staff Conversion at ICICI and successfully cleared the same
- Silver Star Award for valuable performance in HDFC
- Appreciation from Business Head for stabilising major criticalities at client site in Atos Worldline
- Nominated for Best performance CEO award at RBL
Personal Information
Date of Birth: 06/19/82
Timeline
Senior Manager Operations
RBL Bank
07.2020 - Current
Prepaid Product Instruments - Prepaid Cards Domestic
RBL Bank
07.2020 - 12.2021
Relationship Manager Operations
Atos Worldline Private Ltd.
10.2017 - 10.2018
PAN India Query desk
HDFC Bank Ltd.
09.2016 - 10.2017
Deputy Manager
HDFC Bank Ltd.
04.2008 - 10.2017
Assistant Manager
Kotak Mahindra Bank Ltd.
10.2007 - 03.2008
Executive Level 1
ICICI Bank Ltd. (HFC)
09.2005 - 10.2007
Customer Service Representative
DSS Mobile Communications
11.2004 - 07.2005
B.Com - undefined
Mumbai University
03.2000 - 05.2003
HSC - undefined
Maharashtra Board
SSC - undefined
Maharashtra Board
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