Customer Experience Associate - Banking & Insurance

ANKITA PANCHAL

***- ********** ******, ********, ** L6T 2B7 +1-905-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Customer-focused banking and insurance professional with 6+ years of experience delivering excepƟonal service, resolving customer inquiries, and supporƟng clients in achieving their financial goals. Strong background in transacƟon handling, digital support, relaƟonship building, and needs discovery. Adept at explaining complex concepts clearly, idenƟfying simple sales opportuniƟes, and contribuƟng to team and branch performance targets. Known for professionalism, accuracy, and a proacƟve approach to customer engagement.

CORE COMPETENCIES

Customer Experience Customer Service Excellence RelaƟonship Building Digital Banking Support Mobile

& Self-Service Banking TransacƟon Processing Sales Awareness Target-Based Performance Problem Solving Clear CommunicaƟon Technology Proficiency Team CollaboraƟon Professional & Friendly Service

Flexible Scheduling Eagerness to Learn Accuracy & Compliance CRM MS Office Property & Casualty Insurance Auto & Marine Insurance Policy & Product Servicing Endorsements Renewals Claim Support

PROFESSIONAL EXPERIENCE

Customer Service RepresentaƟve HDFC BANK Ahmedabad, India June 2024 – May 2026

Built strong customer relaƟonships by providing professional, friendly, and efficient service.

Processed day-to-day transacƟons including deposits, withdrawals, cheque processing, account updates, and bill payments with high accuracy and aƩenƟon to detail.

Acted as a technology expert by assisƟng customers with mobile banking apps, online banking, ATM usage, and other digital/self-service tools.

IdenƟfied and fulfilled simple sales opportuniƟes, referring customers to suitable financial products and contribuƟng to branch performance targets.

Collaborated with team members to support a high-performing, customer-centric branch culture, contribuƟng posiƟvely to team results.

Took a proacƟve approach to discovering customer needs, acƟvely listening to understand what customers were asking for and offering appropriate banking soluƟons. Customer Service ExecuƟve GO DIGIT INSURANCE LTD Ahmedabad, India July 2020–Dec 2022

Met and exceeded monthly and quarterly targets for new policy quotes, renewals, and upselling/cross-selling exisƟng accounts.

Guided customers through policy renewals, endorsements, adjustments, and coverage changes, ensuring clarity and understanding.

Monitored industry trends, compeƟtor offerings, and market insights to support informed recommendaƟons and customer guidance.

Demonstrated strong technical proficiency using CRM systems, digital tools, and online policy platforms to support customer needs.

EDUCATION

M. Com – Gujarat University (2020)

B. Com – Gujarat University (2018)

TECHNICAL SKILLS

MS Office CRM Systems MulƟple Insurance Portals Data Entry DocumentaƟon Digital & Mobile Banking Tools Core Banking Systems TransacƟon Processing SoŌware KYC & Compliance Tools Email & Professional CommunicaƟon Tools

LANGUAGES

English Hindi GujaraƟ

Available immediately

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