Vivek Sharma
Gurugram
Summary
Professional with 6 years of experience in retail banking, specializing in conflict resolution, decision making, and adaptability. Proven ability to perform under pressure and contribute effectively to team success. Committed to continuous learning and achieving excellence in corporate banking.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Process Associate
NatWest Group
02.2019 - Current
- Personalized condolence letters to bereaved customers, ensuring sensitivity and accuracy in communications.
- Maintained high standards of empathy and professionalism during emotionally sensitive interactions.
- Executed comprehensive AML and KYC validations through customer data extraction and analysis using SQL.
- Ensured accurate identification of deceased customers and legitimacy of claimants to mitigate fraud risk.
- Verified customer accounts by executing SQL lookups across internal data tables for accuracy.
- Facilitated secure fund transfers by validating legal documents such as death certificates and probate.
- Collaborated with compliance and legal teams to align with risk controls and regulations before authorizing disbursement.
- Provided process training and support to new joiners, including detailed bereavement workflow walkthroughs.
Process Associate
NatWest Group
10.2017 - 02.2019
- Facilitated seamless account switching process by transferring accounts and balances between NatWest and other banks, ensuring smooth transition for customers.
- Managed and resolved customer queries related to issues like missing cheques in the Cash Deposit Machine (CDM) process, ensuring high customer satisfaction.
- Focused on proactive customer account management and efficient query resolution within retail banking operations.
Education
PG Diploma -
Makhanlal Chaturvedi National University Of Journalism & Communication
01.2016
B.Com -
Rani Durgavati Vishwavidyalaya (RDVV)
Jabalpur01.2014
Skills
- Process training and mentoring
- Data visualization
- Document validation
- Presentation and communication
- Agile methodology
- Process improvement
- Banking operations and compliance
- Quality assurance
- SQL querying
Languages
English, Hindi
Certification
AML and KYC Compliance
Projects
Bereavement Process Automation and Data Validation Project, part of a process improvement initiative to streamline the bereavement process by automating customer data validation and fund transfer workflows, utilized SQL to develop queries for extracting and validating customer account data, ensuring compliance with AML and ID verification requirements, collaborated with cross-functional teams to implement automated OCC (Office of the Comptroller of the Currency) checks, reducing manual errors by 30%, designed and executed training sessions for team members to adopt the new system, enhancing process efficiency and reducing query resolution time by 20%, impact: improved customer satisfaction by accelerating fund release timelines Strengthened compliance adherence, achieving a 98% pass rate in internal audits.
Accomplishments
- Recognized for identifying a critical risk in the bereavement process workflow, leading to the implementation of a simplified, compliant, and more efficient solution
- Received formal appreciation from leadership for proactively addressing potential process gaps and contributing to operational integrity
- Consistently awarded multiple 'Spot Ovation' awards for outstanding monthly performance, demonstrating excellence in case resolution accuracy, turnaround time, and quality control standards
Timeline
Senior Process Associate
NatWest Group
02.2019 - Current
Process Associate
NatWest Group
10.2017 - 02.2019
PG Diploma -
Makhanlal Chaturvedi National University Of Journalism & Communication
B.Com -
Rani Durgavati Vishwavidyalaya (RDVV)
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