Shubham Kumar Gupta

Accomplished Senior Banking Professional with over 4 years of experience specializing in Retail Mortgage Operations, International Banking, and Customer Relationship Management. Expert at driving process excellence across multi-channel platforms (Chat, Email, Voice) for industry leaders. Proven expertise in RBI compliance, escalation management, and team mentoring, with a consistent record of improving Turnaround Time (TAT) and service quality metrics.

Senior Process Analyst – Retail Mortgage & International Banking - TATA CONSULTANCY SERVICES (TCS) - Indore, MP

(2024-08)

• Lead end-to-end mortgage processing, including Home Loan eligibility assessment, documentation, and EMI structuring (interest rate types and moratoriums).
• Conduct rigorous CIBIL/Credit Bureau report analysis to assess borrower creditworthiness and mitigate financial risk.
• Coordinate property valuations and legal/technical verifications to streamline the path to disbursement.
• Monitor quality metrics, analyze deviations, and execute corrective actions to ensure 100% adherence to regulatory and internal risk protocols.
• Train junior associates on international banking workflows, improving overall team TAT and reducing error rates in payment processing.

Relationship Manager - ICICI BANK LTD - Indore, MP

(2022-03 - 2024-06)

• Managed a diverse portfolio of Retail and NRI customers, providing end-to-end resolution for Credit Cards, Demat, and Gold Loan products.
• Consistently achieved top-tier call quality scores while ensuring strict adherence to RBI guidelines and data confidentiality.
• Acted as a point of contact for complex customer grievances, utilizing high-level empathy and product knowledge to achieve First-Call Resolution (FCR).
• Appointed as a Mentor for 6 months, successfully onboarding and training 10+ new joiners on product technicalities and customer handling etiquette.
• Recognized for significantly reducing repeat complaint volume through the implementation of clearer communication frameworks.

Bachelor of Commerce (Accountancy) - Commerce - Tilka Manjhi Bhagalpur University, Bhagalpur (2020)

Intermediate (Commerce) - Commerce - BSEB, Patna (2017)

Matriculation - BSEB, Patna (2015)