Ajay Kumar

• The role involves assisting business & personal customers with receiving credit and providing products to customers which may suit their needs based on their product expectations and financial situation
• Responsibilities: Identify and complete customer inquiries feedback, amendment to personal files, flag profiles (unsuccessful identification referred to branch), create accounts (NetBank Saver, Goal Saver, Smart Access), create joint accounts, create product amendment requests, establish card dispatch requests, credit consolidation requests, credit limit (decrease & increase), amend interest rate for saving products if eligible, create & amend or close credit application, assess if a customer is eligible for lending, establish application for personal & business lending, assign limit and notify customer for what documentation is required
• Used coordination and planning skills to achieve results according to schedule.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Identified issues, analyzed information and provided solutions to problems.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines

Achievement:

• Meet & Exceed KPI's

• Mosman Branch: delivering excellent customer service whilst understanding and meeting customer need
• Responsibilities: banking funds, withdrawals, resolving customer queries & complaints, ensure personal & branch targets, deliver exceptional customer service, assist in closing the branch, establish overseas bill purchase, create traveller card accounts, create local & international telegraphic transfers, verify identification (AUSTRAC), cash cheques, retrieve authorisation for third-party cheques & deposit cheques, establish bank cheques & authorise under 100,000, amend term deposits, authorise armaguard’s disbursement & retrieval of funds
• Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.

Achievements:

• Recommended by a high profile customer to the head of Retail Banking for my outstanding customer service skills and exceeding customer’s needs and expectations
• Received Performance Award (outstanding performance for the year)
• Met performance KPIs

• Predictive Payments Project: Agile Project targeted at analysing payment trends through datasets in retail banking. establish an agile approach throughout the SDLC to predict, establish & notify customers of their next payment action. The project will create a budgeting feature to enable customers to budget their income in an effective manner.
• Responsibilities: creating and maintaining the project, project management to ensure that all team members are aware of deadlines and deliverables, incorporate agile methodology, establish agile management, manage the development of the team, analyse and propose potential solutions to issues identified throughout the SDLC, decision-making, ensuring project objective aligns with stakeholders expectations, prioritising requirements to ensure they can be delivered in designated sprints (short - long timeframe), managing stakeholders & project sponsors, leading the team and providing direction on priorities, defining the scope, managing project to cost & agreed timelines, team & myself went above and beyond to fast track any issues that occurred to get the right outcome, owned and prioritised product backlog, oversaw entire product deployments from vision and creation to rollout and delivery

Achievements:

• Ensure successful completion of the project in the timeframe allocated
• All deliverables for the project sprints were delivered to the agreed timeframes
• Recognised by senior stakeholders and project sponsors for our quality output on the project.
• Letter of Recommendation (placed Elite Top Performing Group)

• Working as a student assistant to assist groups of students with recognising and adapting to the university's lifestyle
• Responsibilities: assist students that have a language barrier, conduct tours on campus and around sydney, team leader, manage groups of 20+ students, supported student learning objectives through personalized and small group assistance, established tasks to help students learn and grow

Achievements:

• Gained exposure to leadership skills