harish kumar

Customer Service Officer at icici bank

• India - Bengaluru
• January 2005 to October 2012

Previously handling Loan Servicing as Customer service Officer in Bangalore.
 Handled Credit CPA of Commercial loans which include end to end processing.
 Spearheaded a team of 5 members consisting Executives & Credit processing agents.
 Handling operations for loans viz. Consumer loans, Home loans & Rural Loans.
 Monitoring Daily & Monthly MIS of various processes within specified TAT.
 Ensuring strict adherence to the data protection policy across the process.
 Reviewing / Re-engineering of Process on periodical basis.
 Holding meetings with the Team Leaders and Executives on process improvements.
 Holding Process-training sessions to the new employees.
 Ensuring Audit compliances for process followed at branch level.
 Ensuring compliance of various statutory requirements as per audit guidelines
 Liasioning with operating agencies (OA) and appointment of OA as per the requirements.
 Handling day-to-day Branch issues and coordination with regional operations manager.
 Regular streamlining of disbursal process and TAT in Coordination with Sales and Credit Department.
 Coordination with Internal and External Audits and ensure compliance with SOX Audit, Cross Audit and other Standards of the company
 Ensuring maximum customer satisfaction by providing them complete service assistance and achieving delivery and quality service norms.
 Delivering service standards and guidelines that serve as benchmark for excellent Customer service
 Supervising operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
 Expertised in Finnacle CRM & Finnone operations
 Handling banking transactions- Deposition of Post Dated Cheques, daily cash transactions and reconciliation of accounts.
 Handled Customers accounts receivables & payables for reconciliation.
 Monitoring of mapping of all collection account.
Resolving collection queries regarding of banking of PDC cheques