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Customer Service Inbound Calls

Location:
Mumbai, Maharashtra, India
Posted:
July 25, 2024

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Resume:

Sachin Albuquerque

Email id: *******.***********@*****.*** Contact Number: +91-900******* Location: Mumbai, India Professional Experience

Summary:

To expand and utilize my knowledge after gaining a very good experience of more than 19 years in banking operations and BPO’s in the best interest of the organization and self. Handling challenging assignments professionally and effectively with initiative and sincerity. A responsible and challenging position that will allow me to express my abilities, skills and sense of dedication towards my duties with a sole aim of contributing towards the progress of the organization.

Core Skills:

MIS – Retail Portfolio

Mgmt.

RBI Regulatory

Reporting

Customer Complaints

(Principal Nodal

Officer)

Automation Projects CRM

UAT (User Acceptance

Test) – Bahrain

operations.

Trade Finance Mutual Funds

(Redemptions)

ERP Implementer Customer Service

(Banking / Mortgage)

Process Improvements People Management External Audits KPI – Assessment Certification

Diploma in Computer Application & Management (A-plus Computer Education) 1998 Higher Diploma in Software Engineering (HDSE)- Aptech 1999 Accomplishments:

Successfully launched, First International Bahrain Branch of HDFC Bank after completing UAT for all the Bahrain Operations Products.

Promoted from Junior Processing Officer to Processing Officer and later to Process Executive (E-serve

/Citibank Operations)

Implemented Macros on the ongoing Regulatory Reporting’s reducing TAT (Turn Around Time) from 7 days to 1 day.

Achieved Ace Award for Best Customer Service in Concentrix for JP Morgan Chase Process.

Achieved Star Performance Award in the Nov’20 and Feb’21 in Teleperformace for Ocwen Financial Solutions Private Limited / Mortgage Process.

Concentrix – (JP Morgan-USA / Air India-India) Dec 2021 – Till Date Senior Customer Executive – Air India Process (Nov’23 –Till date)

Handling inbound Calls pertaining to International / Business & First Class Customer’s.

Handling queries pertaining to New Ticket Booking, Schedule Change, adding of service request like Wheelchair, Medical Services, Request for Preferred Seats, taking request to upgrade journey from Economy to Premium Economy, Business and First Class. Adding request for Meal Preference. Adding request for Excess Baggage, Extra Piece etc.

Cancellation of Booking and initiating Refund Process, Arranging New flights for Cancelled and Delayed Flight.

Senior Customer Executive – JP Morgan Chase (Dec’21 – Nov’23)

Handling inbound Calls pertaining to RCS (Retail Customer Service)

Handling of Inbound Calls pertaining to Balance Check, Change of (Address, Name & Contacts details), Debit Card (Filing Claims for unauthorised transactions, Closing, Replacement and issuance of new card), Changing the Purchase and ATM withdrawals Limits, Marking Stop payments on ACH (Automatic Withdrawals) and Check payments, Transferring the calls to relevant department for appropriate resolutions. Teleperformace – (Ocwen Financial Solutions-USA) Nov 2019 – Dec 2023 Customer Service Executive

Handling inbound calls pertaining to Monthly Mortgage payment, whose DPD is more than a month (Delinquent Account) informing them about the total payment due, Taking Customers Payments / scheduling the payments through Speed pay/ PHH payment system, by asking the correct Routing number and Checking account number in order to process the Payment.

Educating the customers about the various options to reinstate the loan, if the customers are facing difficulties in making their payments due to hardship (Loss of Job/Income due to Pandemic) or any financial crisis by conducting the Financial Interviews and offering them the various options such as Forbearance Plans for

(Pandemic), Repayment Plans, and Loan Modification etc.

Handling customer request for Change of Address, contact details, adding Authorise Third Party, Raising the request for required documents by customer’s, processing the Payoff Quote as per the Good Through Date, resetting the password, deleting the ID if facing any difficulties on Website. Business in Partnership (Transport) Apr 2017 – Nov 2019

Managed overall business of Transport. budgeting and payroll to ensure financial performance objectives are achieved in the business adhering to all the rules and regulations of Transport Business.

Performed internal audits and inspections on vehicles for proper maintenance and functioning.

Managed vendor relationship of transportation with (Hotels, Transport & Travel Agencies etc.)

Pursue innovative process improvements throughout the business operation to improve the efficiency and performance of the business.

HDFC Bank Apr 2008 – Mar 2017

Manager - Bahrain – Operations / Audit & Compliance / Quality Initiative Group / Retail Portfolio Mgmt. Bahrain Operations – (Apr’08 – Nov’10)

Managed UAT, maintenance and Setup of Bahrain Operations products in Retail Banking for Account Opening CASA (Current A/c & Saving A/c), Time Deposit A/c & Offshore A/c.

Prepared reports and keeping track of all the UAT transactions, documenting process notes for training and reference.

Risk and Compliance - Responsible for implementing written policies, procedures, and SOP.

Successfully launching of first International Bahrain Branch of HDFC Bank after completing UAT for all the Bahrain Operations Products.

Audit & Compliance (RBI Regulatory Reporting) (Nov’10 – Mar’13)

Implemented process improvements for Regulatory Reporting’s.

Processed and handled all aspects of Monthly / Quarterly Returns to Lead Bank and State Level Banker's Committee (SLBC) as per their requirements. Compilation of R-Returns (Regulatory) Statement for RBI submission.

Managed the engagement scope, resources, timelines, and budgets to deliver timely deliverables.

Handling automation projects, completing UAT for the Automation projects of various reports to ensure accuracy and timely submission of reports to regulatory and higher authorities. Conducting meetings with technology team for explaining the logic and accurate generation of reports. Quality Initiative Group (Escalated Complaint Cell – Principal Nodal Officer) (Mar’13 – Sep’15)

Managed higher escalated complaints of Retail Assets & Liabilities escalated complaints received on Emails / letters from customers pertaining to Principal Nodal Officer.

Manage RCA (Root Cause Analysis) with a view to identify Process Improvements and thereby to play a key role in providing regular inputs for process and product improvement to the business units.

To liaise with CPU/Ops/Sales/Collections/Branches/CPU/DBQ/TBG teams for close monitoring of the complaints and proper resolution emails.

To vet each resolution/response given by the unit and to ensure correctness and completeness of the same. Retail Portfolio Management – Retail Asset Collection (Sep’15 – Mar’17)

Generating & publishing of various MIS to ensure proper productivity & strategic analysis for the collection department.

Generating delinquency DPD MIS which gives bucket wise co-incidental delinquency summary at product & location level.

Pot-GCL MIS: report for Potential Gross Credit Loss (GCL) for the month, assisting the managers to take prior action.

Publishing the reports on dashboard to summarize various information on Bucket wise resolution and delinquency for all products.

e-Serve International Ltd. (Citibank Operations) Apr 2000 – Mar 2008 DAS – Operations / Registrar & Transfer / Trade Finance. Junior Processing Officer - DAS Operations – Domestic Account Services (Apr’2000 – May’01)

Handling of Accounts Service operations. A/c opening, A/c maintenance, A/c closure for customers like ELC

(Emerging Local Corporate), TTLC (Top Tire Local Corporate), GCB (Global Consumer Banking) of all the Metro Cities of Citibank N.A.

Scrutinising of cheque Book issuance request, uploading the MICR & cheque numbers on systems and dispatching of cheque books to all the Metro cities of Citibank N.A. Scrutiny of documents for all the Application of CDT – Certificate of Deposit Terms I.e. Booking, Liquidation & Rollover. Processing Officer – R & T Operations – Registrar & Transfer Agency (Jun’01 – May’05)

Managing the data entry done for all the schemes of Birla Mutual Funds. Reconciliation of cheques for all the purchases, Formatting & Dispatch in case of cheque bounce.

Managing various means of Payments (Redemptions), through DCR (Direct Credit), Cheque Printing (through Cash Bank), DD (Demand Drafts) & Payments through Corporate Banks. Process Executive – Trade Finance – Citibank N.A. (May’05 – Mar’08)

Customer Owner – Interacting with the customers for resolutions of transactions pertaining to Export related exceptions raised by agents and further release the exceptions raised by acting as a first line of escalation of agent related queries.

Informing customers about the payments received in Nostro Account, taking appropriate instructions from the customers about the further application of payment and ensuring the reconciliation of Nostro A/c on daily basis Gammon India Limited Apr 99 – Apr 2000

ERP Implementer –Administration Department

Debugging, testing & implementing the new Software Application on the system.

Monitoring and exceptional reporting of Errors. Responsible for analysis of reports viz. error reports, shadow reports, escalation reports.

Responsible for documenting of process pertaining to master maintenance of Administration Department.

Taking training sessions with the employee’s about how to work on the new Software and planning of resource. Education:

Degree Major University Passing Year

Bachelor’s in Commerce (B.Com) Economics & Accounting University of Mumbai 1997 Personal Details:

D.O.B – 19th June 1975

Marital Status – Married



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