Deputy Manager at Axis Bank Ltd (2025-04 – Present)
Got promoted as Deputy Manager basis of prior work experience.
- Post promotion, additional KRA has been added (training to new joiners, other activity such as working with CRM team).
- Providing underwriting training to new joiners.
- Handling queries of new joiners related to underwriting doubts and keep all team members up to date about the policy.
- Making Limit Enhancement vouchers for the cases wherein received from customer service through CRM and to check whether customer is eligible for limit enhancement.
- Handling customer queries and complaints, escalations received via mails & CRM portal.
- Assist in developing new strategies to improve customer experience and managing risk in processes.
Assistant Manager at Axis Bank Ltd (2022-02 – 2025-03)
Working as Underwriter in credit cards through various channels like Retail, KTB and LIC.
- Responsible for processing applications of PAN India.
- Verifying details of KYC documents and income documents which are provided along with the applications like recent ITR, salary slips, FORM 16 & card statements, etc.
- Review an applicant's credit history and income.
- Analyzing all aspects of an applicant to determine credit worthiness and ability to pay under the terms and conditions set forth in the credit approval process so as to minimize default risk and maximize the banks profitability.
- Countering and highlighting the fraud applications to risk management team to ensure the risk parameters are met.
- Performs and verify compliance with credit card policy, Anti-money laundering, KYC and all the other applicable regulatory requirements.
- Remain up to date on all the bank compliance regulatory policies, procedures and proposed regulatory changes affecting bank compliance.
- Effectively communicating with other team departments involved in cards processing to ensure approval process within TAT.
- To examine, study and process the application as per income ratio, FOIR.
Assistant Manager at Aditya Birla Sun Life Insurance Co. Ltd (2019-08 – 2022-02)
Got promoted in Complaints Team(Service Assurance Team) as an Assistant Manager.
- Handling Complaints, queries and request from customers and making sure to deliver a satisfied resolution.
- Received daily complaints regarding fraud and miss-selling, basis the nature of complaint, PIVC, Agent revert, and manager revert, accordingly sending communication to client.
- If customer approach us 4th time for same issue, we need to represent the case in GRC for final decision of the case.
- Referring cases to Sales compliance team, market conduct team for denial and acceptance on the cases.
- For miss-selling cases, we ask for agent revert on the basis of agent revert, we communicate final decision of the case.
- Maintain quality as well as accuracy in the cases assigned.
- Call tagging for relevant complaints received in the CRM.
- Call tagging also done to process the payment for surrender related payout, freelook complaint and mis- selling complaints and creating the payments in the desired form as per requirement of the customer.
- Carrying out other tasks as assigned and within time limit given.
- Refer unresolved customer grievances to designated departments for further investigation.
- Updating and maintain database daily, weekly & monthly.
- Received appreciation emails from customer for resolving complaint within TAT with 100% accuracy.
Senior Executive in Service Assurance Team, Queries Team at Aditya Birla Sun Life Insurance (2019-08 – 2021-08)
To provide range of Services to Aditya Birla Sun Life Insurance Clients and guide them about their policies which they have bought from ABSLI.
- Have responsible to solve the queries raised by clients about their policies, services etc. via email or through ABSLI website. Sometimes visited clients personally who walked in at Head Office.
- Services provided to client via Email to their registered email id or by sending them query resolution letters at their registered mailing address.
- Preparing e-mail drafts and letter drafts for queries raised by client.
- Main focus is providing satisfaction to clients by providing the relevant answers to their queries
- Performing activities and processing client's requests like Surrender, Withdrawal, Loan, Loan Repayment, and Change in Mode, Address and Email, Name Change, Nomination, ECS and Standing Instructions Activation and Deactivation etc.
- Have responsible to resolve the queries raised by client like service, processing and policies related etc.
- Maintaining 100% productivity and 100% accuracy in work.
- Have handled team and responsible for team productivity by maintaining daily productivity.
- Also provided training to colleagues on products and processes as and when required.
- Sharing daily productivity MIS to the manager. It includes team productivity.
- Sharing daily TAT MIS. It includes the TAT of each case.
Senior Officer in FCU Collections Operation Team at Axis Bank Ltd on Teamlease payroll (2018-12 – 2019-08)
- Directed customer issues to the right level within organization whenever needed.
- Liaised with cross-functional departments in order to contain, correct and prevent problems affecting collection related activities.
- Escalated customer issues to the right level within organization.
- Coordinated with other departments in order to contain, correct, and prevent problems affecting customers.
- Analyse complaints and repeat occurrences to correct process and built efficiency.
- Prepared performance report by collecting, analysing and summarizing data and trends.
- Provision service feature for customer based on service request received through different branches facing teams.
- Managed escalations received from NODAL desk, MD desk, Banking ombudsmen within standard timeline.
- Ensure completion of collection related activities such as settlement, cibil masking calculations, closure NOC, Debit freeze request received from PAN India branches of Axis Bank.
Commerciel HR Intern HR Admin HR Assistance at Godrej & Boyce Mfg. Co. Ltd (2017-09 – 2018-12)
- Manpower Planning of Commercial PAN India branches.
- Recruitment of PAN India Branches – ISP/ TPC/ ESP/ CAMPUS/ Employee Reference.
- Recruitment Operations – Documentation like Appointment letter, Offer Letter, Relieving & Experience Letter.
- Induction.
- Trainings & Development.
- Performance Evaluation & Management Payroll.
- Salary Bill processing of TPC Associates, Contract Management Employees & Housekeeping.
- Verification of salary register on monthly basis.
- Vendor Payments.
- Employee Engagement Programs.
- Employee Query & Compliance.
- Preparing HR Reports – MIS of Training Mandays, Attrition Report, etc.
- Maintaining records & reports
- Coordination with PAN India branches (RCM, RC, BCM & Admin) on mails as well as calls.
- Mail ID Creation, Mail ID Renewal of employees.
- Entry Gate Pass & ID Cards.
- Transit Quarter Bookings, Conference Hall Booking, etc.
- Data Compilation.
Support Executive-Operations at Birla Sunlife Insurance (2015-07 – 2017-03)
Worked in Zonal Operation team as a one point of contact for all type of queries received on mail pertaining to issuance of insurance policies.
- Completed analysis of transactional information to identify risk, trends and potential wary activity.
- Performed the required KYC screenings on customers documenting the information obtained on the client's as required by AML and KYC procedures.
- Reviewed all required AML/ KYC Regulatory requirements for all clients and analyzing any transactions that appear unusual based on the customers profile
- Get the work (Issuance of cases) done by following up with various departments (Policy Admin, New Business, Underwriting, Sales) and business units.
- Having knowledge of business application like Talisma, Ingenium, APM
- Prepare business reports for the Top-level management.
- Preparation of MIS NTO & SHNI Reports & Circulate to PAN INDIA branches, Zone wise & Region wise.
- Checking of Emails of branches & responding on queries.
- Document verification of POLICIES.
- Document verification for surrender retention.
- Validation of branch feedback received for operations error data.
- Preparing data of ZD& CSR.
- Scrutinize the Third Party Payment declaration and KYC of third Party.
