Customer Service Services
Resume:
Zabina aggarwal
E-mail: *********@*****.***
Professional Profile
• Five years of Banking Operations and customer services experience
• Advanced knowledge of finance and Banking specific to the audits and control procedures for a Branch
• International experience working in a cross-functional environment with ethnically diverse & cross-cultural teams
Experience
Jan 2023-sept 2024
CHASE
Lead Associate Operations
As an LOA, I have been responsible for
• Responsible for providing exceptional customer service in accordance with Chase’s one customer approach
• Responsible for setting the tone of the Megabranch in partnership with Branch Manager
• Responsible for maintaining high standards of operations and control
• Engaged in Branch level Audits and compliance functions.
• Introduce customers to various products within the branch Achivements
100% Customer Satistfaction survey
Satisfactory Audit results
Aug 2021-Dec 2022
Valley bank
Role: Personal Banker
• Responsible for providing exceptional customer service in accordance with Valley's mission state- ment. Ability to engage customers with friendly and professional service.
• Knowledge of all Bank products and services and ability to educate and demonstrate customers on such, as well as cross sell various products and services.
• Meets with customers to analyze financial needs and maximize sales opportunities. Offers all bank products and assists with other service needs, opens new accounts, i.e., checking, savings, certifi- cate of deposit and IRAs, discusses/sells loan products to existing and prospective customers and possesses knowledge of on-line banking and mobile banking abilities to promote and demonstrate to customers.
• Responsible for meeting customer expectations and achieving service quality standards. Partici- pates/oversees the sales referral process ensuring customer financial needs are met and assists management in coaching and mentoring branch staff members.
• Ability to perform all transactions required by a customer and use appropriate technology to pro- vide services most effectively and efficiently. Maintain and balance a cash box. Ability to utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines.
• Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency & coin and controlling & distributing cash to Tellers in pre- scribed limits.
• Report all significant matters, issues and unusual customer activity to Manager maintaining per- sonal knowledge of compliance and regulatory requirements.
• Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and proce- dures.
Achievements
Overachieving goal every quarter
100% customer survey result
Did all the compliance exams.
May 07 – Jan 09 CAFCU (Corporate America family Credit Union), Secaucus, NJ, USA Role: Member Services representative
Key Responsibilities
• Opening and closing of different accounts & CD’s using XP.
• Cash Handling
• Collections
• Loans
• Cross-Selling
• Opening and closing of daily branch
Achievements:
• Cleared all the product knowledge tests and first stage star modules by CUNA (Credit Union National Association).
• Rated as one of the high achievers at CAFCU.
Apr 05 - July 2006 CBOP (Centurion Bank of Punjab), Patiala, India Role: Branch Operation Officer
Key Responsibilities
• Opening and closing of saving accounts, current account, fixed deposit, recurring deposit-using FINACLE.
• Realization of cheques
• Making and cancellation of Demand Drafts
• Transfer entries for Journaling process.
• Cash Handling
• Maintaining Inventory Record
• Selling Life insurance, General Insurance
• Generating Deposit for the branch to meet its targets Achievements:
• Generated the maximum deposit for the branch in one year. Have contributed Millions of deposit in the form of fixed deposit.
• Used to participate in daily morning meetings.
• Was among the best employees of the branch. Won 3nd prize in the banks training program of 15 days.
Education
Master of Business Administration – M B A (Finance) Patiala, 2003 – 2005 Punjabi University, Patiala (Punjab) India
Bachelor of Commerce – B Com Patiala, 2000– 2003
Punjabi University, Patiala (Punjab) India
Professional Skill Set
• Advanced knowledge in Finance & Banking areas built out of graduate degree in the said fields
• Hands-on experience in Mutual Funds analysis & advisory
• Strong know-how in accounting areas - Financial, Management & Cost Accounting
• Proficiency in Retail Banking business
• Strong familiarity with Foreign Exchange market
• Familiarity to Business Use Cases identification & analysis
• Proficient with Windows 2000/ XP & Internet
• Familiarity with Project Management
• Vast knowledge of Organizational Behavior
Current:
Left the job at chase to pursue further education in compliance (Auditing). In the process of studying and appearing of the exam for ACAMS.
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