Entry Clerk Customer Service

BHAWANA CHOWDHURY

Bachelor of Technology (Honors), Junior Associate in Banking and Finance (JAIIB) Certified

Authorize to work in USA – No sponsorship required

Contact: +1-269-***-****

Email: *************@*****.***

LinkedIn: https://www.linkedin.com/in/bhawana-chowdhury-54089791/

PROFILE

•Competent and diligent professional with 11+ Years of experience across General Banking Operations, Client Handling, Processes, and Servicing.

•Well versed in General Banking Operations, Verification of Documents, Compliance Management, Acquisitions, Business Development, Customer Service Operations, Key Account Management, and Coordination.

•Knowledge of retail banking operations, reconciliations, insurance products, assessing need-based credit facilities, and sound understanding of banking practices and procedures.

•Adept at analyzing customer needs accordingly, providing customized banking solutions and beneficial suggestions to them to ensure maximum customer satisfaction for referral and repeat business. Devising strategies aimed at enhancing overall organizational growth, customer satisfaction, career growth, and improved business performance.

•Exceptional analytical, troubleshooting organizational, communication, prioritization, problem-solving, and leadership skills. Demonstrated ability in developing and ensuring customer satisfaction by maintaining excellent Turnaround Time (TAT) for delivery & service quality norms.

PROFESSIONAL EXPERIENCE

Company: KOTAK MAHINDRA BANK LTD.

From- August, 2021 to May 2022

Designation: Branch Operation Manager- New Delhi, India

Managed entire banking operation along with a direct reporting of Six team members.

Monitor & Support team’s quality, efficiency, year-end results, training and development needs.

Analyze & act to mitigate all risks in branch operations with a mission to give exceptional customer service.

Handling customer base of 10,000 and branch walk-in of 100 customers on daily basis.

Supporting customers for their day-to-day banking operations, banking product needs, and complaints.

Cross verifying bank account opening forms as per Reserve Bank of India guidelines.

Working closely with the back office team to ensure all compliance with local banking protocol.

To manage end-to-end closure and governance around high-risk categories of complaints which include Nodal Escalation, Banking Ombudsman, Group and Country CEO/MD, RBI, Legal and Wealth Management, Law Enforcement agencies, Police and Other Notices, etc.

To manage & conduct a timely audit, along with submissions and responses to all the observations.

Making new processes that strengthen the governance and framework.

Meet with customers entering the branch to assess and identify customers’ immediate and long-term financial needs; present all appropriate options and complete the sale and/or referral of products and services as appropriate.

Support bank branch in achieving its customer retention, acquisition, and growth goals including Insurance revenue if appropriate.

Managing the High-Net-Worth clients of the Bank and ensuring the highest levels of service.

Company: HDFC BANK LTD.

From: July, 2017 to Aug, 2021

Designation: Back-Up Branch Manager–New Delhi, India

•Supervise the team of Personal Bankers with regards to their cross-sell business.

•Monitor the portfolios of Personal Bankers and ensure business enhancement as well as client

retention.

•Ensuring income and product targets are achieved by the team.

•Handling retail branch banking operations as a part of a customer-focused approach for quick resolution of requests, queries, and complaints. Providing service to the customers and guiding their day-to-day issues with solutions.

•Maintaining customer satisfaction by ensuring quick response time and addressing various issues, queries, and complaints raised by customers, and resolving them to the best of their satisfaction.

•Establishing and maintaining healthy business relations with customers, enhancing customer satisfaction matrices by achieving delivery and service quality norm

•Authorizing and maintaining the transaction using Felxcube and customer service requests using CRM etc.

•Responsible for handling branch keys and maintaining all the registers as per process.

•Doing cross-selling of banking products like loans, Insurance, Credit cards, Mutual Funds, Fixed deposits etc.

Company: KOTAK MAHINDRA BANK LTD.

From: March 2011 to July 2017

Designation: Deputy Manager Operation- Chennai, India

•Managing Banking Operations related to Cash management and locker management for customers.

•Analyzing customer needs, accordingly, providing customized banking solutions and beneficial suggestions to them to ensure maximum customer satisfaction for referral and repeat business.

•Involved in daily report generation and monitoring of the books of accounts.

•Accountable for reviewing suspense, dummy accounts, and vault registers.

•Appraising the targeted customers on various products & services of the bank, such as Savings & Current Accounts, Fixed Deposits, lockers & other banking products.

•Authorizing and maintaining the transaction using Finacle and customer service requests using Siebel etc. Working closely with internal teams to ensure smooth completion of all activities.

•Responsible for handling deliverables, Secured and unsecured inventory management.

EDUCATIONAL CREDENTIALS

Bachelor of Technology, 2010 Rajasthan Technical University, Jaipur, Rajasthan, India

Intermediate, 2006 Government Nootan Senior Secondary School, Banswara, Rajasthan, India

Matriculation, 2004 Government Nootan Senior Secondary School, Banswara, Rajasthan, India

CERTIFICATION

Junior Associate in Banking and Finance (JAIIB) Certified

Insurance Regulatory and Development Authority Certified

Unique identification (UID) number (termed "Aadhaar") Supervisor

Date of Birth: 19th January 1988

Marital Status: Married

Languages Known: English, Hindi, and Punjabi

Address: Portage, MI 49024

Contact this candidate