S A C H I N A L B U Q U E R Q U E

Add: Veda CHS, C/502, Holy Cross Rd, IC Colony, Boriwali (W) Mumbai: 400103, Mobile No.: 900-***-**** / 900-***-****, Date of Birth: 19th June’75 Email: adm0a2@r.postjobfree.com

CAREER OBJECTIVE

To expand and utilize my knowledge after gaining a very good experience of more than 16 years in banking operations 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.

AREAS OF EXCELLENCE

MIS (Retail Portfolio Management)

Customer Complaints (Principal Nodal Officer)

RBI Regulatory Reporting

Automation Projects

UAT (User Acceptance Test)

Trade Finance (Export)

Mutual Funds (Redemption)

ERP Implementer

Customer Service (Banking / Mortgage)

PROFESSIONAL EXPERIENCE

Working with (Teleperformance) as a Senior Customer Service Executive – Mortgage (Service Provider for PHH (OCWEN – USA) (Nov’19 to till date)

Job Role: Handling Inbound calls of PHH Mortgage Services (Customer Service Team)

Handling various types of Inbound Calls pertaining to Customer Service Team.

Calling customers for their Monthly Mortgage payment, whose DPD is more than a month (Delinquent Account) informing them about the total payment due on the account and various methods of making the payments.

Documenting the Proper PTP (Promise to Pay) – M – Method, A-Amount and D – Date. In case if customer wants promises to pay in future.

Taking Customers Payments / scheduling the payments through Speedpay/ 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 any 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.

Helping borrowers in resolving the delinquency on their account by offering Loss Mitigation options such as Loan Modification, Short Sale, Deed-in-lieu of Foreclosure.

Handling customer request for Change of Address, contact details, adding of Authorise Third Party on the Account, emailing or raising the request for required documents, 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’17 – Nov’19)

Handling the overall business of Transport.

Oversee all fiscal responsibilities including budgeting and payroll to ensure financial performance objectives are achieved in the business.

To ensure all rules and regulations related to Transport are adhered.

Conducting timely and thorough security check of the vehicles to ensure they are functioning in a good condition.

Creating transport reports, charts & analysis to recommend more cost effective methods of transportation.

Manage vendor relationship with transportation providers (Hotels, Transport Agencies etc.)

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

Building a good repo with all the Clients / Customers and to ensure all their needs and requirements are achieved as per their expectations /satisfactions. Worked with HDFC Bank, Mumbai as a Manager (1st April 2008 to 21st March 2017)

Trade Finance (Sep’08 to Nov’10)

Audit & Compliance (RBI Regulatory Reporting & Analysis) (Oct’10 to Mar’14)

Quality Initiatives Group – Escalated Complaint Cell (ECC) (Apr’14 to Sep’15)

Retail Asset Collection – (Retail Portfolio Management) (Sep’15 to Mar’17) Retail Asset Collection – (Retail Portfolio Management)

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

Daily Resolution MIS: It provides the detail Bucket wise resolution on daily basis.

Delinquency DPD MIS: Gives bucket wise co-incidental delinquency summary at product & location level.

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

Non Action Cases Report which gives the list of cases where no ‘collection action’ is recorded by ways of trails. Need to monitor the report to ensure trails are recorded regularly on all cases.

Scorecard: This helps to judge each collection staff basis various parameters.

Dashboard: A summarize picture with various information on Bkt resolution and delinquency for all products. Quality Initiatives Group – Escalated Complaint Cell (ECC)

Handling of Retail Assets & Liabilities escalated complaints received on Email / letters from customers pertaining to Principal Nodal Officer.

To call customers in case of sensitive cases

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

To closely follow-up with the respective units to provide timely resolution to the escalated complaint

To vet each resolution/response given by the unit and to ensure correctness and completeness of the same.

To carry out 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. Audit & Compliance (RBI Regulatory Reporting & Analysis)

Managing the various activities related to RBI Reporting & Compliance.

Handling of RBI Priority Sector reporting.

Allocation of work and ensuring collection, collation and compilation of data on a timely basis.

Ensuring error free reporting to RBI and other Regulatory Authorities, Analysing trend to track the movement, ratio analysis, finding variances in the financial data and reasoning for the variances and reconciliation of the portfolio.

Checking and submitting the Monthly / Quarterly Returns to Lead Bank and State Level Banker's Committee

(SLBC) and per their requirements.

Development of team performance in the department and to help them in taking up independent reviews and contribute to the development of department.

Handling of Priority Sector and Weaker Section reporting to RBI on a timely basis.

Interpreting complex and varying circulars announced by the regulatory authorities on Priority sector and seeking clarification and liaising with the Government /Regulatory authorities.

Resolving queries raised by regulatory authorities and attending to various requisitions by the authorities.

Drafting process flow and operational guidelines for smooth sailing of information and understanding of the revised process within the team as well as sharing the same with Technology Team for generating automated output.

Handling automation projects, completing UAT for the Automation projects of various reports to ensure accuracy and timely submission of reports to regulatory authorities and higher ups. Conducting meetings with technology team for explaining the logic and accurate generation of reports through the system. Trade Finance

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

Handled of UAT, maintenance and Setup of Bahrain operations Products related to Trade Finance like Export Bills, Import Bills, Inward Remittance, Letter of Credits, Outward Remittance, Loans & Guarantee’s.

Managing and documenting of Process Notes for training and reference material.

Assist users with defect identification, escalation and resolution as needed.

Assist in planning and testing of the system to ensure smooth migration process and System from FINACLE to Flex Cube Corporate (FCC) for Bahrain Operation.

Developed Strong leadership skills and sense of ownership

Excellent understanding of testing methodologies.

Handling the Month end Reconciliation of routing a/c between Finware and UBS i.e. reconciliation of account wise breakup entries posted subsequently (FCY as well as LCY from routing to contra account) for all the FCY currencies and providing the same to Audit and Finance team on monthly basis.

Doing the reconciliation of Suspense, A/c and tracking of Swift MT103 messages. Worked with E-serve (Citibank Operations) from (1st April’2000 to March 2008)

Domestic Accounts Service (Junior Process Officer) (Apr’2000 to Jun’2001)

Registrar & Transfer (R & T) (Process Officer) (Jun’2001 to May’2005)

Trade Finance (Process Executive) (May’2005 to Mar’2008) Trade Finance

Handled of All Trade Finance Transaction pertaining to Exports, Export Collections, Financing against Export Documents.

Handling of Documents & Financing under Letter of Credits.

Handling of Reimbursement claims & Swifts, removing the printouts of Swifts, sorting, distributing & rerouting swifts, claiming reimbursement for direct reimbursement payment, sending swifts for reminders, follow-ups & acceptance of documents.

Handling the responsibility of Customer Owner – Interacting with the customer’s for resolutions of transactions pertaining to Export, support the team by acting as a first line of escalation of agent related queries.

Informing the customers about the payments received in Nostro A/c and taking the instructions from the customers to apply the same accordingly.

Reconciliation of Nostro A/c on daily basis.

Registrar & Transfer (Birla Mutual Funds)

Outsourcing Data Processing to Vendors coordinating with vendors for completing data processing in stipulated time.

Providing training to Vendors employers for Proper Data processing.

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.

Handling of Dividend & Dispatch of all the schemes for Birla Mutual Fund.

Handling of Payments (Redemptions)

Managing the various means of payments (redemptions) i.e. through DCR (Direct Credit), Cheque Printing ( through Cash Bank), DD ( Demand Drafts) & Payments through Corporate Banks Domestic Accounts Service

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.

Scrutiny of documents & escalating discrepancies.

Maintenance of records on system, Customer correspondence, formatting & dispatch.

Reducing data processing error by keeping proper checks on data received and uploading the data into SQL systems.

Scrutiny of cheque Book issuance request application, 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.

Worked with Gammon India limited – (ERP Implementer) (Apr’99 to Mar’ 2000)

Responsible for Setup and maintenance of new product.

Responsible for monitoring and exceptional reporting of Errors.

Debugging, testing & implementing the package on the systems.

Responsible for analysis of reports viz. error reports, shadow reports, escalation reports etc.

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

Taking training sessions on how to work on the new package and planning of resource. ACADEMIC CREDENTIALS

Graduation /

Post

Graduation

University /

Board

College / School

Year of

Passing

GPA/ %

B.Com University of

Mumbai

Rizvi College of Arts, Science and Commerce –

Bandra (Mumbai)

1997 61.00 %

H.S.C. Maharashtra

Board

Shri Bansidhar Aggarwal Junior College – Wadala

(Mumbai)

1994 49.71 %

S.S.C. Maharashtra

Board

Fatima High School – Sewri (Mumbai) 1992 52.71 %

TRAINING

Successfully completed Diploma in Computer Application & Management with Grade “A” (87%) from A-Plus Computer Education.

Successfully completed a Higher Diploma in Software Engineering (HDSE) from Aptech Computer Education.

Undergone Communication and Personality Development (CPD) course from APTECH Computer EDUCATION

ACHIEVEMENTS

Promoted from Junior Processing Officer to Processing Officer in year 2003. (E-Serve Citibank)

Promoted from Junior Processing Officer to Process Executive in year 2005. (E-Serve Citibank)

Successfully completed UAT of all the Bahrain Operations Products (HDFC Bank)

Successfully launched, First International Bahrain Branch of HDFC Bank.

Successfully created Macros for processing of Lead Banking Reports of 522 Districts and reduced the TAT of processing from 5 days to 5mins in (HDFC Bank)

Received Service Excellence award in the month for Nov’20 & Feb’21 in Teleperformance.

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