Aastha Gupta

Results-driven Banking Operations & Compliance Associate with experience in retail banking, grievance redressal, customer support operations, regulatory compliance, and MIS reporting. Skilled in KYC/AML verification, banking documentation, customer relationship management (CRM), audit documentation, RBI compliance, and financial operations. Proficient in MS Excel, Core Banking Solutions (CBS), process improvement, and operational reporting with strong ability to resolve customer issues efficiently and maintain service quality standards.

Internal Ombudsman Office Associate - Utkarsh Small Finance Bank

(2025-03)

• Managing grievance redressal and customer escalation management as per RBI guidelines.
• Preparing MIS reports, audit records, banking documentation, and compliance reports.
• Coordinating with departments for complaint resolution within defined SLA and TAT.
• Monitoring customer complaint handling processes and ensuring service quality standards.
• Supporting regulatory compliance and operational reporting activities.

Apprentice - Utkarsh Small Finance Bank

(2024-02 - 2025-02)

• Completed training in retail banking operations and customer service operations.
• Assisted in KYC/AML verification, account maintenance, and banking documentation.
• Supported daily financial operations and transaction processing activities.
• Maintained operational accuracy while ensuring compliance with internal banking procedures.
• Assisted customers with account-related queries and timely issue resolution.

Bachelor of Commerce (Hons.) - Banaras Hindu University (2018 - 2021)