Relationship Officer
Pact Employment Services
Total years of experience :15 years, 3 Months
Sourcing the credit card applications on behalf of Emirates NBD.
Achieving the set revenue target.
Develop and implement sales plan, ensuring achieving appropriate goals.
Analyze potential credit card markets and develop referral networks in order to locate prospects for credit cards.
Explain to the customers about different types of credit cards that are available, as well as the terms & conditions.
Meet with applicants to obtain information for credit card applications and to answer questions about the process.
Managing the correspondence unit of the Bank.
Assisting team members on dispute/chargeback and other complex queries/complaints.
Assisting team members on application processing and underwriting related clarification.
Liaising with various units of the Bank to understand their process flow in order to create checkpoints at the contact centre for error-free referrals.
Work very closely with the team members to solve customers’ problems and to ensure the emails received from customers are actioned on time and therefore the SLA is not impacted.
Auditing/proof reading e-mails sent to the customers to ensure accurate information has been provided to the customers.
Conducting daily huddles to ensure all the team members are well-versed with the product and process.
Monitors the quantitative and qualitative result that is to be achieved and offers solutions and suggestions for process and product improvement to management.
Conducting one-on-one sessions with the team members and sharing feedbacks on their performances and forecasting the way ahead.
Conducting calibration sessions with the quality auditors to ensure NIL variance in the process flow.
Sending weekly MIS to the management on Team’s performance for the respective week.
Rolling out fortnight performance review of the team members.
Conducting process and product refreshers to the team members.
Conducting training on successful cross-sales through service.
Responsible for team engagement activities.
Cross-selling the products to the customers in accordance with their financial needs.
Upgrading the existing customers to the higher variant.
Achieving the set target of revenue generation through cross-sales.
Generating PL/upgrade leads through outbound channel.
Job Responsibilities: • Responsible for handling all escalations queries/complaints from MD/Senior Management / Regulatory bodies and responds directly to customers.
• Liaise with the various functional units in credit cards and ensure complete resolution within TAT.
• Revalidating the responses roll out from Team Members to ensure precision.
• Monitors the quantitative and qualitative result that is to be achieved and offers solutions and suggestions for process and product improvement to management.
• Work very closely with team members to solve customers' problems.
Designation: Process Associate (Market Research) Period: Jan 2011 - Sep 2012
Job Responsibilities: • Back-office operational processes, processing data on behalf of "The Nielsen Company".
• Obtaining and delivering accurate data of predominantly sold products of US super markets within the stipulated time frame.
• Member of internal SMEs group, working towards deploying action items for increasing accuracy and productivity of all the associates in the team.
• Accomplish root cause analysis (RCA) on team members' errors and coordinate with onshore Domain experts to eradicate calibration issues.
Trayee Business Solutions (TBS) Pvt. Ltd, Chennai
TBS has been established in 2003, it provides services in the banking, financial and insurance verticals with strong specialization in credit card, Assets and liabilities related processes.
Designation: Customer Service Executive (Barclays India) Period: Jun 2008 - Jan 2011
Job Responsibilities: • Back-office operational processes, handling the queries of Barclays Bank's customers through e-mail with the help of CTL Prime and Flex cube.
• Works under the estimated time period to resolve the issues pertains to Customers' credit card, Loans and retail Bank accounts.
• Mainly focused on handling escalation cases (addressed to RBI/Banking Ombudsman)
Board/Examination Institution Percentage Passed Out Year B.C.A (Bachelor of Computer Application) Thiruthangal Nadar College of Arts and Science. 72.65% May 2008
Higher Secondary (State Board Examination) Corporation Higher Secondary School, Chennai. 66.75% March 2005
S.S.L.C (State Board Examination) Corporation Higher Secondary School, Chennai. 75.4% April 2003