Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Dhanushka Fernando

Dhanushka Fernando

Summary

A prudent Banker with over 10 years of experience in Banking Operations, Retail Assets, Credit Operations and Customer Service areas with a sound knowledge in loans & credit cards processing and recoveries.

Overview

10
10
years of professional experience

Work History

Customer Resolution Specialist

AGL Energy
06.2023 - Current


  • Maintained up-to-date knowledge of product and service changes.
  • Investigated and resolved accounting, service and delivery concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Assistant Manager

Union Bank of Colombo PLC
03.2019 - 02.2023
  • Process Credit cards within policy parameters and according to delegated authority
  • Constantly monitor processes to ensure that Turnaround Time (TAT) specifies in Service Level Agreements (SLA) is met.
  • Identify slacks, lapses, inefficiencies in the process, dis-alignment with the changing environment etc., and take steps to modify / improve processes to eliminate inefficiencies / improve effectiveness resulting in cost containment.
  • Manage team of 20 people to achieve daily assigned targets and unit performances.
  • Provide effective service to both internal and external customers.
  • Closely work with related departments and build strong relationship.
  • Establishes Underwriting, Verification and Disbursement units and procedures.
  • Execute credit card portfolio functions including limit, Product changes, Proactive limit increment, Temporary limit increments and credit other card features (Balance transfers, Loan on card facilities).
  • Evaluate over due customers' settlement plan requests.

Deputy Manager, Processing

Nations Trust Bank PLC
12.2018 - 02.2019
  • Process consumer loan applications within product parameters and delegated authority.
  • Ensure maintaining service level standards and enhance customer service.
  • Safeguard the organization from potential bad debts, fraud, and operational losses.
  • Providing leadership, develop and motivate staff to create an experienced, efficient and enthusiastic processing team.
  • Support the overall management of the consumer loans processing unit and assist to evaluate productivity/efficiency of the unit and suggest continuous improvements.
  • Implement & manage processes and structures designed to enhance efficiency of processing line.
  • Provide regular feedbacks to line manager when new initiatives taken and when the existing products are reviewed.

Senior Consumer Loans Processing Assistant

Nations Trust Bank PLC
02.2017 - 12.2018
  • Process consumer loan applications within assigned delegated authority and refer next level of authority for approvals.
  • Ensure maintain service level standards and identify potential bad debts, frauds and operational losses.
  • Actively participate in system development projects (UAT) and identify required system modifications in order to enhance the productivity.
  • Support consumer loan processing unit to increase productivity and efficiency with innovative ideas for continuous improvements.
  • Providing an outstanding customer service to internal and external customers.

Credit Compliance and Verification Assistant

Nations Trust Bank PLC
08.2013 - 04.2017
  • Carry out effective and accurate verifications of all credit card and loan applications as per Verifications guidelines of the bank.
  • Carry out effective and accurate compliance check on all credit card and loan applications against the approved products & credit policy of the bank.
  • Indicating of observations made on each application to facilitate the credit decision of the underwriter.
  • Highlight any suspicious applications or verification observations to the immediate supervisor for appropriate actions.
  • Adherence to service levels of each product at the compliance & verifications Unit.

Education

Master of Business Administration -

University of Bedfordshire
2022

Certificate in Banking And Finance - Banking & Finance

Institute of Bankers of Sri Lanka
2016

G.C.E Advanced Level - Accounting And Business Management

Prince of Wales' College - Sri Lanka
2012

Skills

  • Strong interpersonal and client relationship building Skills
  • Excellent computer skills (Microsoft Suite – Excel, PPT, Word, etc)
  • A proactive personality with strong analytical communication, and interpersonal skills
  • Excellent oral, written, and organization skills
  • Leadership and team management skills
  • Analytical skills
  • Learning/adaptability skills

Timeline

Customer Resolution Specialist

AGL Energy
06.2023 - Current

Assistant Manager

Union Bank of Colombo PLC
03.2019 - 02.2023

Deputy Manager, Processing

Nations Trust Bank PLC
12.2018 - 02.2019

Senior Consumer Loans Processing Assistant

Nations Trust Bank PLC
02.2017 - 12.2018

Credit Compliance and Verification Assistant

Nations Trust Bank PLC
08.2013 - 04.2017

Master of Business Administration -

University of Bedfordshire

Certificate in Banking And Finance - Banking & Finance

Institute of Bankers of Sri Lanka

G.C.E Advanced Level - Accounting And Business Management

Prince of Wales' College - Sri Lanka

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Dhanushka Fernando