Chetna Mohan Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

• Successfully managed 50+ inbound calls daily, assisting customers with Intuit Quickbooks online inquiries.• Resolved customer queries promptly, leading to a 15 % increase in customer satisfaction.

Delhi, India

• Pioneered the launch of a new bank branch, overseeing setup and documentation processes to enable efficient operations; optimized branch procedures, resulting in a 30% reduction in operational costs.• Contributed to Branch’s targets by identifying sales opportunities for different banking products to customers.• Developed a mentorship program to train new hires on audit and compliance procedures, client relations, cross-selling, and consultative selling, resulting in a 30% sales… Show more • Pioneered the launch of a new bank branch, overseeing setup and documentation processes to enable efficient operations; optimized branch procedures, resulting in a 30% reduction in operational costs.• Contributed to Branch’s targets by identifying sales opportunities for different banking products to customers.• Developed a mentorship program to train new hires on audit and compliance procedures, client relations, cross-selling, and consultative selling, resulting in a 30% sales increase for the banking team.• Evaluated client financial positions, and identified and recommended tailored solutions to meet individual banking needs.• Acted as a Business Advisory by providing operational process support on AML/ATF, sanctions, FATF, and ABAC matters in assessing clients with risk factors such as PEP, adverse media, and sanction links before onboarding and during periodic and trigger reviews.• Actively participated in periodic risk assessments, provided recommendations, and thoroughly prepared Suspicious Transaction Reports (STRs) for submission to the Financial Investigation Unit (FIU).• Evaluated documentation and reports to proactively mitigate fraud, money laundering, and identity theft risks.• Keeping abreast of emerging issues, periodically reviewing investigation reports, and providing insights to the team resulting in 25% more efficiency. • Conducted QC/QA checks on AML/CDD reviews for high-risk clients such as PEPs ensuring compliance with local and international regulations; and restrictions/account closure decisions were made based on risk to the institution. Show less

Delhi, India

• Directed comprehensive audit coordination efforts for branch operations, ensuring alignment with regulatory requirements and facilitated seamless audit process resulting in 100% audit rating.• Approved and verified incoming and outgoing transactions daily with proper documentation in place and day-end verification of the financial reports to check for any inaccuracies.• Managed a portfolio of 200+ clients with over $25 million in assets by providing suitable recommendations aligning… Show more • Directed comprehensive audit coordination efforts for branch operations, ensuring alignment with regulatory requirements and facilitated seamless audit process resulting in 100% audit rating.• Approved and verified incoming and outgoing transactions daily with proper documentation in place and day-end verification of the financial reports to check for any inaccuracies.• Managed a portfolio of 200+ clients with over $25 million in assets by providing suitable recommendations aligning with the client’s risk tolerance, time frame, and financial goals.• Identified and analyzed customer data trends, and led consultative meetings with existing customers and prospects to evaluate banking needs resulting in a 25% increase in cross-selling of premium banking products, exceeding the Branch’s quarterly revenue targets by $250,000.• Initiated continuous learning initiatives to deepen knowledge of banking products, processes, and policies; conducted regular training sessions for team members, resulting in a 20% improvement in first-call resolution rates and a 25% reduction in customer escalations.• Handled the account opening process at the branch, ensuring full compliance with KYC and Anti-Money Laundering (AML) guidelines set by the bank/RBI.• Prepared and submitted Suspicious Activity Reports (SARs) fortnightly to the investigation team to aid in tracking potential money laundering or terrorist financing activities.• Developed strategies for risk mitigation to detect fraudulent transactions, executed trigger-based Enhanced Customer Due Diligence (ECDD), and conducted Financial Crime Risk Assessment Reviews (FCRA) to fortify the Bank's resilience against evolving financial threats.• Provided employee training on case-specific AML processes, mitigating potential ML/CFT risks, and ensuring quality through supervisory checks.• Received the Service Impact Nomination Award for Branch Audit Compliance and exemplary customer service in September 2019 and August 2018. Show less

Delhi, India

• Handled income tax refunds, customer requests, deceased claim settlements and prepared and reviewed bank reports for discrepancies.• Solely responsible for handling all import and export products for the priority clients while acting as the first line of communication between the trade operations team and the customers.• Handled customer escalations with full ownership and timely resolution of their complaints, delivered exceptional client experience, and received positive feedback… Show more • Handled income tax refunds, customer requests, deceased claim settlements and prepared and reviewed bank reports for discrepancies.• Solely responsible for handling all import and export products for the priority clients while acting as the first line of communication between the trade operations team and the customers.• Handled customer escalations with full ownership and timely resolution of their complaints, delivered exceptional client experience, and received positive feedback resulting in the top Net Promoter Score (NPS) at the National level.• Provided the highest insurance business of $ 25000 for the designated cluster in FY 2017 - 2018.• Achieved set standards for customer service and educated clients about mobile banking applications and different banking products while considering the Service Level Agreements (SLAs).• Employee of the Quarter Service Award for delivering high-quality customer service and achieving sales targets in January 2017. Show less

Delhi, India

• Managed and reconciled cash transactions between treasury and various branch units efficiently and diligently.• Performed various bank teller operational activities such as demand drafts, lockers, cash, expenses, transfer transactions, and clearing.• Responded timely to customer service requests such as EFTs and Wire Transfers.

Pgdfm, Finance And Financial Management Services

Post Graduate Diploma in Financial Management

Pgdbm, Banking And Financial Support Services

Post Graduate Diploma Certification in Banking Management

Bachelor Of Science, Mathematics