Back Office Customer Service

Nirad Kumar Palai

Mobile: +91-977*******

E-m@il: *********@*****.***

JOB OBJECTIVE

A progressive career in the field of operation utilizing hands-on experience and educational background.

PROFESSIONAL PROFILE

A result oriented MBA professional with near about 7 Years+ of experience in operation, finance and NGO and Telecome Domain.

ORGANISATIONAL EXPERIENCE

8th Aug 2018 at (NABFINS) Nabard Financial Services Ltd as “Customer Service Officer”.

Key Responsibility:

oIdentification of potential village/ area for operation through village/area survey

oConducting village/area level meetings and discuss about NABFINS and various services offered by it.

oIdentification of potential customers in approved village/ area

oIdentification of target customers for providing microfinance Plus services

oLoan origination

o Completing all necessary documentations and field verifications of all potential customers who apply for loan

oCollection of loan recovery and deposit in the bank

oMonitoring and follow up of loan recovery and loan utilization

oCounter party verification of potential customers during origination and before appraisal

oAdhering to rules and norms prescribed by NABFINS

oAdhering to basic code of conduct and fair practices code defined for microfinance industry

oMaintaining healthy portfolio and 100% recovery rate

oConducting pre-disbursement and post-disbursement visits

oMaximum customer retention and relationship management

oDealing with the customers in proper manner as prescribed under code of conduct of NABFINS

oCommitment and dedication for business growth and profitability of the branch

oAssist Customer Service Executive to generate new business

27th Oct 2012 to 7-July-2017 at Bharti Airtel Ltd as ‘Officer, Customer Experience.

Job Summary: As lead for FTA (First Time Activations) document verification for new activations for the spoc location, ensuring highest level of documentation completeness and correctness for prepaid & postpaid customers. Contribution is also linked to customer satisfaction in terms of document processing TAT and SLAs. Job Profile Responsible for complete document processing activities at the assigned spoc location for all new acquisitions to ensure that all the FTA documents are compliant to the regulatory guidelines as per the new policy.

Business knowledge.

o Acquired domain expertise in FTA process of Bharti Airtel Ltd.

oGained understanding of ‘Bharti Airtel Ltd’ operation procedure.

Responsibilities at a glance.

oAPEF & SEF Underwriting,KYC, E- KYC, Spoke Operation, FTA Process, Customer query resolution, Postpaid Retention, Distributor training & Management etc.

Key Responsibility:

oManaging the Spoke in whole.

oLogging in up of Airtel prepaid & postpaid forms for activation.

oManaging the operation procedure of the Spoke.

oStreamlining the operation procedure for the smooth functioning of the Spoke.

oTraining on documentation and compliance to channel partners and other staffs.

oFrequent follow up with the distributors for timely inflow of documents in to the Spoke for timely activation.

oDiscussion with the TM and Channel partners such as distributors etc in enhancing the TAT of docs etc.

oFacilitating pick up & in warding of docs.

oFacilitating verification of APEF with the help of partner.

oTriggering for acceptance of new APEF post inwarding & verification by partner & me.

oMaintaining the daily MIS.

oMaintaining the daily inflow, accepted and rejected report of documents.

oSolving the issues of subordinates.

oSolving the issues related to office maintenance and infra related issues such as hardware problem, power back up problem, daily cleanliness etc.

oOver ally managing the Spoke in whole for smooth functioning of FTA process of Bharti Airtel Ltd.

oAssisting Auditors in Finalization of Accounts.

3rd Sep 2012 to 26th Oct 2012 at L & T FINANCE LTD as ‘CSG (CUSTOMER SUPPORT GROUP) under the pay roll of Team Lease Pvt Ltd.

Job Summary: Handling all the back office operation jobs in the branch.

Major Highlights

Business knowledge.

oAcquired domain expertise in back office operation..

oGained understanding of ‘L & T FINANCE LTD’ operation procedure.

Key Responsibility:

oHandling all the operation procedure in the branch

oDealing with walk in customers.

oSolving queries of walk in customers.

oSupport to the sales staff in the branch.

oReporting to the branch manager.

oAccepting cash/Cheques/DD.

oDeposition in to bank.

oDoing entries in BMS (Business Monitoring system)

oWorking with CITRIX and LMS.

oGenerating Fore closer (FC)/ODC (Over Due Charges) Etc.

oGenerating SOA (Statement Of Account)

oDoing RTGS settlement.

oPreparing cheque bounce and clearance report.

oMaintenance of branch MIS.

oMaintenance of Cash Vault Register/Cash Book/Vault key Register Etc.

1St Dec 2011 to 31st August 2012 at SWAD (Society For Women Action Development) as ‘Community Organizer’ (Documentation).

Job Summary: Handling the project documentation activities of ‘SWAD’. I was responsible for monitoring and streamlining the operational procedures to have a better control over project implementation and resolve all the disputes initiated by villagers under this project.

Project Undertaken

“Prayas” - Project “Developing models and strategies for climate change adaptation and reducing vulnerabilities of communities to climate change and disaster risk through integrated water management in disaster-prone Puri district of Orissa”.

Major Highlights

Business knowledge.

oAcquired domain expertise in Project management.

oGained understanding of ‘SWAD’ implementation procedure.

Business Process

oPreparation of documentation and reconciliation of data.

Key Responsibility:

oPreparation of reports of entire project implementation process of environment and disaster risk reduction programme of SWAD.

oPreparation of broucher, leaflets and collection of success stories.

oPreparation of documents for presentation.

oDocumentation of all meetings, trainings and workshops.

oMaintain, Preserve and regularly update of data bank.

oFacilitate training update and training materials.

oEnsure training documentation and follow up.

oTravelling extensively in project area for first hand information.

oReconciliation of primary and secondary data.

oPhoto documentation of entire programme implementation process etc.

5th May ’08 to 11th Jun ‘09 - ‘TATA-AIG LIC Ltd’ as Branch cashier under CMS Securitas Ltd.

Job Summary: Handling the accounts and billing activities of ‘TATA-AIG LIC Ltd’. I was responsible for monitoring and streamlining the accounting procedures to have a better control over payments, collections as well as expenses and resolve all the disputes initiated by clients.

Major Highlights

Business knowledge.

oAcquired domain expertise in billing.

oGained understanding of ‘TATA-AIG LIC Ltd’’ accounting procedure.

Business Process

oPreparation of receipt and payment reconciliation statements.

Key Responsibility:

oHandling of all banking transactions along with preparation of bank Reconciliation Statements.

oResolving all client queries related to premium collection.

oManaging Cash Counter

oHandling of Intra- day Cash/ Cheque Collection

oEnd of the Day Activities (EOD).

oIntra – day Petty Cash Disbursements.

oHandling of BRE/Courier Cheques.

oTemporary Receipt (TR) Management.

oDeposition Process of Instruments/Cash Collected.

oBounced Cheque Management.

oAccount Adjustment Management.

oManaging Agent licensing fees.

oHandling post dated cheques.

oPetty cash management.

oAccounting of Instruments/cash collected.

oAssisting Auditors in Finalization of Accounts.

March ’15 ’07 to July ‘15 ’07 with ‘INVEST CARE LTD’ as summer intership trainee.

Key Exposures:

oSelling Mutual Funds.

oMaintenance of customer data base.

oArranging meetings with clients & follow up.

Academic Qualification:

o10th (1st).

Year of Passing: 1999

Marks obtained: 69%

o+2 Com. from S.C.S College, Puri (1st).

Year of Passing: 2001

Marks obtained: 60%

oB.com (Hons) from Utkal University (1st).

Year of Passing: 2004

Marks obtained: 65%

oMBA (Full Time) from ICFAI National College.

Specialization: Finance & Marketing

Year of Passing: June-2008

CGPA: 6.33

üPersonal Details:

oCommunication Address : At- Nuasahi; G.P - Jaipur

Po- Sakhigopal, Dist- Puri, PIN- 752014

oDate Of Birth : 6th July 1984

oPAN : ARVPP6343F

oDriving License No : OR – 132**********

oGender : Male

oMarital status : Married

Date:

Place: Sakhigopal, Puri (Nirad Kumar Palai)

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