Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
Generic
Varsha Singh

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
Varsha SinghBanker