EXPERIENCE

Officer (Corporate Controls)

Commercial Bank of Qatar Oct 2022 – Feb 2023

CERTIFICATIONS

Diploma in Animation Certification

St. Angelo’s Education Centre

Lean Six Sigma Green and Black Belt.

Multi-faceted customer service professional with a keen eye for problem- solving, handling customer complaints & escalations for the finance & banking industry

SUMMARY

• Performance-driven customer service professional with 9+ years of industry experience in client relationship management, reports management, and escalations management

• Responsible for service excellence by delivering effective solutions to clients by collaborating with other departments across the bank

• Accountable for managing and leading the banking activities by developing and implementing strategic plans, supporting development of workforce plans, controlling the operating framework for departments, and reviewing the work progress

• Expertise in balancing customer needs and company demands and building loyalty as well as long-term relationships as a part of a high-performing team

• Conducting cold and warm calls to prospective clients to establish new business introducing them to unique offers, products and services

• Prolific in identifying process gaps, following up with stakeholders, reporting complaints and taking corrective actions

• Skilled in handling escalations and queries raised on social media platforms like Facebook, Instagram, Twitter, LinkedIn, etc. with timely resolving of issues within TAT

• Strong communication skills in managing complaints received at Nodal and MD level, tracking quality closures and status of improvements Key Deliverables:

• This was a Limited Contract role for 4 months.

• Performing and documenting all applicable KYC, AML &; Due Diligence processes and the communication and resolution of issues.

• Daily tasks include updating KYC information of corporate customers and validating and updating due diligence.

• Check, validate, track and ensure completeness of due diligence and KYC

• Information/documents provided by customers through various channels.

• Inputting and updating information once validated, in systems (CRM, CIB back office etc.)

• Monitoring for new expiry/due items

• Following up for missing/expired information with RMs and customers.

• Tracking reports and dashboards and updating daily data.

• Ensuring a minimum of daily tasks and completion of cases

• Quality checking

• Create and Maintain database for related to progress and Productivity.

• Daily updating Dashboard for Approved/ Rejected/ Hold cases.

• Arranging Data according to format in Excel.

• Any other tasks assigned to support and coordinate the AML/KYC/CFT functions. AWARDS & ACHIEVEMENTS

Won Spotlight performer award for 2018 –

2019 at DCB Bank Ltd.

Received stars for achieving the

highest number of customer

appreciation in DCB

Bank Ltd in 2018-2019, and 2019-2020

Scholastic & Accreditation

Bachelor of Commerce ( B.Com)

University of Mumbai, India,2012

AREAS OF EXPERTISE

Client Handling

Customer Service

Compliant Management

Problem Solving

Customer Service Advise

Leadership

Escalation Management

Attention to Detail

Relationship Building

Process Improvement

Root Cause Analysis

Cold Calling

MIS Reporting

Stakeholder Management

Resolving Process Gaps

Written & Oral Communication

Reports Management

CONTACT

Mumbai, Maharashtra, India

Mobile: +974-********

E-mail: adyyhc@r.postjobfree.com

Visa Type: Family Sponsor

Skype: live:d91e2108e9a7c441

LinkedIn: www.linkedin.com/in/disha-

DISHA B MAINDAN

Deputy Manager 1 - Service Delivery Alternate Channel DCB Bank, Mumbai, India Aug 2017 – Apr 2021

Relationship Manager – NRI Customers

Kotak Mahindra Bank, Mumbai, India Dec 2014 – Aug 2017 Key Deliverables:

• Performing root cause analysis and managing complaints received at the Nodal office or MD desk

• Resolving complaints received at the Nodal office/ Managing Director desk/ MANCO (managing committee) members within the set timeline by coordinating with stakeholders

• Arriving at thematic issues by analyzing the complaint's root cause and taking corrective action

• Preparing preventative actions for the complaints, analyzing them and monitoring TAT (Turn-around-time) management

• Maintaining MIS and reporting complaints to the various internal teams, and regulators, including IO (Internal Ombudsman) and related reporting

• Identifying gaps in the process, conduct a follow-up with relevant stakeholders to resolve process gaps.

• Checking the emails received for chargeback from customers for Visa and coordinating with internal team on the same.

• Handling cheque related escalations/ Inquires over calls and emails.

• Allocating emails received at Nodal Office as per the defined parameters.

• Maintaining records of disputed transactions and ensuring to close cases within TAT.

• Ensuring to close request with proper and clear solutions.

• Coordinating with branch to deliver cancel/reject cheque to client’s address for exception cases.

• To collate and assign incoming chargeback for investigation.

• Coordinating with customers for supporting documents if required for pre arbitration.

• Documenting all aspects of chargeback process.

• Knowledge of cheque processing.

• Assessing complaints management systems/ RBI websites and Centralized Public Grievance Redress and Monitoring System (CPGRAMS) websites daily.

• Coordinating with RBI Employees for any clarifications required on complaints received.

• Analyzing customer feedback through the voice of the customer (VOC), tracking the status of improvements

• Handling escalations raised through social media platforms like Instagram, Facebook, LinkedIn, Twitter, etc.

• Tracking their quality closures and managing end-to-end escalations across the liability’s products

• Maintain statistics and data for completed Projects for future use. Key Deliverables

• Provided client service for non-resident customers (NRI)

• Handled queries through calls and email to understand customer concerns, identify a solution and follow up on the concern is resolved

• Handled escalations through calls and emails, analyzed root cause for escalated cases.

• Raising customer’s issue related to chargeback, internet banking, mobile banking, POS Transactions etc.

• Coordinating with the team for solutions on customer’s request raised.

• Managed cross-selling of bank products such as Term Deposit (TD), Recurring Deposit (RD), Current Account Saving Account

(CASA), etc.

• Developed FCNR rate reports by comparing with other banks every month

• Analyzed inward remittance from overseas and confirmed instructions from customers to credit their accounts within the TAT and good exchange rate

• Regular follow up with internal team to check if funds are received via NOSTRO account.

• Call Verification on receiving request for SWIFT transfer.

• Handled team coach activities for new officers about the policies, products and services

• Distributed data to other team members every month

• Consolidated data to check the status of welcome calls, TD renewal calling.

• Generate Daily/ Monthly/ Yearly reports on activities handled by using Advanced Excel. Key Deliverables

• Managed clients, business development and customer service issues

• Developed new and expanded existing NRI customer relationship Deputy Manager 2 (Manager in Service Excellence)

DCB Bank Apr 2021 – Aug 2022

PREVIOUS EXPERIENCE

Collection Officer – Credit Cards

HDB Financial Services, Mumbai, India Sep 2013 – Dec 2014

• Resolved customer and client concerns within TAT, ensuring utmost customer satisfaction

• Effectively managed time and communication to ensure deployment of accurate banking and finance operations

• Actively involved in acquiring new bank customers – NRI Key Deliverables

• Calling customers about their dues of credit cards and giving them proper information about credit card.

• Advising customers on their payment option and suggesting methods of payment.

• Ensuring end to end follow ups.

• Maintaining customer payment records.

Contact this candidate