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Customer Service Manager

Kolkata, WB, 700055, India
August 07, 2012

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Address: **, *** *** ****, *******-55, Mob: 906-***-****



Seeking assignments in Customer retention management, Operation and Credit underwriting with an organization of repute.



• A result-oriented professional with over 6 years of functional experience in Customer Retention Management, Operation and Credit Underwriting.

• Presently working with ARCIS e-Services Pvt. Ltd. As a Customer Retention Hub Supervisor (East).

• Before ARCIS e-Services Pvt. Ltd., I was working for Fullerton India Credit Company Ltd. as a Senior Credit Officer.

• Well versed in managing & motivating teams for running successful operations with extensive experience of developing procedures, service standards & operational policies for business excellence.

• Supervising customer service operations for rendering & achieving quality services. Deft in implementing systems and procedures with proven ability to maximise efficiency in customer retention (policy renewal) process.

• Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.



Relationship Management

• Managing customer centric operations, forwarding customer instructions to the concerned department & ensuring customer satisfaction by achieving delivery & service quality norms.

• Interfacing with clients for understanding their requirements & suggesting the most viable solution and cultivating relations with them for customer retention & securing repeat business.

• Maintain good relation with all the channels and bank manager.



Company Profile:

ARCIS is an out source company. Our head office is situated at Gurgawn. It has a good presence all over India. We have several clients in insurance (life & general) sector. They are AVIVA, TATAAIG, KOTAK LIFE, INDIA FIRST, MET LIFE, HDFC STANDER LIFE, RELIANCE GENARAL INSURANCE, TATA AIG GENARAL INSURANCE etc.


EASTERN REGION HUB Supervisor and handling a team of 25 members for multi process.

ARCIS E-Services Pvt Ltd.

Key Responsibility: Since March’09

• Responsible for driving policy renewal collection and achieving the customer retention target for the assigned channels.

• In case of GI doing pre inspection activity. Maintaining TAT.

• Achieving monthly, quarterly, half yearly and annual premium collection target.

• Co-ordinates with all branch sales, operation and compliance team.

• Attend the customer requests, complaints and Queries and ensuring Quality closure of the same.

• Recruiting and arranging training programs for FOS on products and objection handling skills.

• Maintain good relation with all the client, channels and bank manager.

• Ensuring proper documentation in respect of endorsement and medical test is concern.

• Recruiting FOS.

• Look after all administration jobs.

Fullerton India Credit Company Limited Aug’07-Jan’09

Senior Credit Officer (underwriter and collection)

Looking after PL and Asset Loan disbursement of individual borrowers.

• Verifying document, checking CPV and TVR properly.

• Credit appraisal of files and to check the credit worthiness and genuineness of client.

• To check the financial stability of each case by studying the financials and conduct various checks like CIBIL.

• Taking customer interview at there business spot and making budget analyses sheet.

• Checking Dedup, Cibil the sales in generating business and reduction in TAT.

• Review of portfolio with respect to delinquency/losses/fraud of the portfolio and maintain quality.

• Regular check on decision and deviation in case of any discrepancies occurred then hold those files.

• Co-ordinate with different departments like Ops and FCU for better productivity.

• To evaluate the eligibility of every files before limit set up or disbursement.

• Keeping a check with branches related to file solution problems.

• Door stepping for helping Interacting with regional fraud control units

• Interacting with State and branch Collection officers as well as Business Managers and front line Relationship personnel.

Underwriting performance:

• Underwriting limit is 50k (individually) and 75k with business approval for PL and Secured loan 200k (individually).

• Maintain average ticket size is 72k.

• Build good relationship with customer.

• Approval per cent 40% within branch limit.

Deviation Holds:

With business approval (jointly):

• Negative CPV due to “High Risk Zone”.

• Negative CPV due to “Poor Standard of Living”.

• CIBIL credit card overdue up to 1500/-.

• Restricted area.

• One EMI bounce in last two months and clear within 30 DPD.

CitiFinancial May’06-Aug’07

Credit Administrator:

• Verifying document, checking CPV and TVR properly along with budget analyses sheet, customer interview sheet.

• Checking dedup, Cibil and SDN cheques, maintain quality.

• Regular check on decision and deviation in case of any discrepancies occurred then hold those files and make problem MIS. .

• Keeping a check with branches related to file solution problems.

CitiFinancial CPA Nov ’05-May’06

Operation Executive

Monitoring others works and feedback them on there mistake.

Verifying documents properly if any discrepancies occurred hold those files.

Providing feed back to branches and seals team.

Experienced in Back Office Executive where the role was taking care of PDC quality checking.

TAT maintaining of files.


________________________________________ Was promoted from back office ex. to credit administrator with in seven months.

I was a member of Citi Financial Kolkata-ROPS which consecutively 7 times first in terms of Quality, out of seven CPA in India.



B.Sc (IT) Sikkim Manipal University 2005 69%

12th WBCHSE 2002 60%

10th WBBSE 2000 65%



• Volunteered in several blood donation camps.

• Cricket Captain of school and college team.



Date of Birth : 14th Jan 1984

Languages : English, Hindi Bengali


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