Customer Service and Relationship Manager

Client Relationship Manager and Financial Performance Analyst with over 9 years of competent professional experience in Trade Finance, Business Credit, Retail Banking as well as Personal Banking. Proven track record of accomplishing, mobilizing and collaborating through cross-functional teams to maintain excellent customer service and customer retention.

SKILLS

strong customer relation builder

excellent customer care skills

time management

strong negotiating skills

problem-solving

result-oriented

willingness to go the extra mile

positive attitude

risk management

innovative and resourceful

effective communication

the tailor-made banking product for high volume clients

efficiently maintain private banking needs

retail banking products and processes

business credit products and process

trade finance products and process

advanced level user of oracle flexcube and other banking software like credit management, crm, etc.

strong ability to work on ms suite products

EXPERIENCE

Relationship Manager – Business Banking Working Capital

HDFC Bank Ltd, Gujarat, India June 2018 – July 2020

Successfully managed over Rupees 3000 million (Approx. CAD 54 Million) book size with over 60 clients

Acquiring of new High Net-worth Individual (HNI) clients, maintaining their portfolio and increasing the size of the liability relationship as well as successfully adding a new client every month

Accurately analyzed client requirement and provided products according to their risk appetite

Accurate verification of supporting documents to ensure timely approval of loan application with a sale based approach. Closely monitored and communicated all timelines and targets with both customers and senior management.

Working with cross-functional teams to ensure maximum customer satisfaction.

Successfully planned and executed strategies for retaining clients

Successfully set up a profile of clients and actively promoted cross-sale opportunities in liability products like Current Account & Savings Account (CASA), Corporate Salary Accounts, Investment Products, High-end credit cards and Insurance Products, etc.

Strong knowledge of working capital products like Cash Credit, Bill Discounting, Invoice Discounting, Pre/Post Shipment Credit, Letter of Credit Discounting, Overdraft against Property, Term Loans for New Projects, etc.

Knowledge of various Trade Finance Products like Buyers Credit, Supplier’s Credit, Forex, Foreign Bill Discounting, Foreign Letter of Credit and Discounting, etc.

Accurately designed, implemented and maintained the bank revenue objectives, i.e. 100% income growth in FY 2019-20 with 20% growth year over year.

Ensured strict adherence to bank privacy policies and guidelines

Always ensure quality customer service to delivered and circulate required product information within a given time frame

Diligently recorded customer complaints as per specifically defined processes and resolved them within stipulated Turn Around Time (TAT)

Always established a healthy relationship with all stakeholders like Credit, Operations, Retail Branch, Senior Management, etc. for executing client requirements

Manager – Trade Finance

Buyers credit Inc., Gujarat, India May 2013 – June 2018

Successfully managed over 75 client’s portfolios

Successfully on-boarded new clients on time, as well as at least adding new clients every month

Accurately identified opportunities to reduce risk exposure as possible, by automated the reporting of exact Turn Around Time (TAT) and found various gaps as well as implemented improvements

Diligently emailed existing and prospective clients to update them daily of the new product offerings as well as regulatory or innovative updates related to trade finance

Analyzed SWIFT messages and reported errors to international banks as well as clients

Built a strong relationship with all stakeholders e.g. local and international banks as well as clients which helps to get future business

Closely monitored client’s trade processes to identify gaps and provided advisory services for process improvements

Daily target reporting to senior management

Co-Executive – Trade Finance

HDFC Bank Ltd, Gujarat, India October 2011 – April 2013

Executed accurate processing of trade transactions for Small and Medium-Sized Enterprises (SMEs) - End to End Support

Co-ordinated and successfully managed client for smooth transaction processing of outsourced processes such as Cross border trade operation, Credit and Treasury Operations.

Accurately optimized and re-engineered of trade process flow to improve efficiency and productivity

Effectively managed daily administrative duties, such as assisting with marketing material, answering client’s general questions and managing weekly status calls with all key stakeholders

Supported directly to the Trade Service Manager who handles over 200 client’s portfolios

Team players with strong relationship building skills to help them to successfully adapt the dynamic business of the bank

Management Executive

NASA Firetech Inc., Gujarat, India July 2009 – September 2011

Daily reporting to Managing Partner

Successfully prepared and presented various reports by coordinating with various departments such as marketing, accounting and finance, operations, etc.

Accurately understand and successfully implemented ISO 9001 standard in the company and obtained the necessary certification for the same

Actively participated in the day to day activities, reviewed all control points and pointed out any improvements as well as reported to the managing partner

Effectively managed vendors, from identification to on-boarding and monitored

Always pushed management for digitization and e-commerce for the efficient and accurate cost-saving initiative

Successfully implemented the error-less work program to reduce time consumption in every activity

Supported various departments for improved coordination in interlink departments which helps to improve the company’s profitability, improvement in product delivery and customer service standards

Directly attended to customer query and complain, reported to the managing partner as well as resolved within the time frame

EDUCATION

Gujarat University, Ahmedabad, India

BACHELOR OF COMMERCE, Advanced Accounting and Auditing May 2003

References available upon request.

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