•Fostered the system/process knowledge to the newly recruited team members by providing on-the-job training (onshore and offshore).•Assisted the Team leads/Supervisors to define, outline, and implement the process maps for the team.•Monitored the team activities and pro-actively took actions to eliminate possible escalations.•Worked closely with the Quality Assurance team and suggest measures to be taken in order to improve the system/process functionality so that the team could improve the service quality level.•Anticipated the interactions volume (daily/weekly) and prepared the roster effectively with a balanced distribution of the workforce so that the calls/emails/ live chat) never left unattended.•Supported my colleagues with various work situations and turned out to be a Subject Matter Expert (SME) at work.

•Handled the interactions (emails/calls (Avaya)/live chat/social media) from the customers/partners/correspondent banks globally, tag them in the CRM system (Zendesk/SunSmart etc.), took the ownership and provided end-to-end resolutions.•Follow the communication scripts and other company/team guidelines while handling the interactions. •Cross functional collaboration with various internal departments such as Finance, Marketing, Business Development, Compliance, IT etc. as and when required.•Identified the customer needs by active listening and built a professional rapport which resulted in customer loyalty.•Provided Technical support (remote desktop access through CISCO WebEx) for agent partners and facilitated refresher training.•Assisted the customers to send/receive the money transfers by coordinating with the agent partners.

Jobb description: ● Field sales by generating leads from various sources. ● Fixed appointments and met the prospects client for the acquisition of current accounts. ● Explained the customers about the various benefits of the products and services being offered in the market and complete on barding process as per the bank's set norms. ● Handled the complete documentation including the KYC formalities. ● Cross selling/Up-selling other products such as loans/insurance /credit cards etc. ● Tele-sales/Cold calling in order to keep prospect client’s database.Report the daily sales activity to the reporting manager by COB.