• Providing banking solutions to HNIs by managing their service requests and escalations while achieving a First Time Right (FTR) rate of above 95%.• Ensuring compliance with all risk and control regulations and escalating potential concerns to the management while working towards solutions.• Mentoring and conducting knowledge transfer sessions for new team members enabling them in product knowledge and customer service protocols.

• Constantly maintained high customer satisfaction scores by efficiently managing service requests.• Collaborated with cross-functional teams to achieve resolution of customer queries and complaints within prescribed TAT.• Increased branch’s CASA base by creating detailed reports for management analysing sales figures and forecasting future trends.

• Achieved 90% reduction in branch discrepancy rate by performing quality checks on client instructions.• NIL high-risk observations received in the branch’s internal as well as external audits by reviewing various files & processes.

• Maintained NIL cash differences & zero error rate in processing/ authorizing daily cash/ non-cash transactions of clients. • Ensured files/ reports such as Counterfeit, sanctions screening, large cash reporting, AML/STR, K&C etc. are compliant with bank’s policies.

• Improved customer experience by providing timely need-based solutions, received numerous client appreciations leading to higher cross-selling opportunities. • Organized customer centric marketing events and ensured compliance with processes pertaining to branch displays, cheque clearing, vendor bills etc.