MUTHU GOMATHI SAILAPPAN

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Developed strong relationships with customers by providing personalized assistance and support.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Set up and activated customer accounts.
• · Fully Trained in FATCA for Individual Customers
• · Updating Customer personal details including Tax File number
• Assist 50+ Customers per day, with account opening, account maintenance, disputes for unauthorised transactions, BPAY payment, transferring funds between accounts & organize large amount of limit increase. Providing Successful solutions in polite manner using active listening to ensure customer retention.
• Improved customer service wait times to mitigate complaints.
• Holds RG 146 certificate.

• We were doing settlements to segregate the expenses and losses received/ paid to franchise on daily basis.
• We do both credit card & debit card settlements for the India region.
• On behalf of Franchise (Visa/Master card) we (SCB) do settlements to other banks. Perform
  Remittance via straight 2 bank Application.
• On daily basis, we receive reports from franchise & SCB, we do reconcile both the reports and perform
  settlements and posting will be done to the respective accounts.
• We do check and refund back to the customer accounts by posting manually, if we have any failure
  transactions in our reports.
• Successfully handled Audits, showed continually improved performance, operational excellence and
  associate proficiency by creating workforce stability by cultivating an engaged, spirited and well
  coached team.
• Other responsibilities would include, assisting the manager with resource management, operational
  excellence, managing partnerships, associate development and proficiency, building and retaining
  customer relationships
• Cultivated collaborative culture and mentored junior staff.

Applications used:

• Euro net Settlement System (ESS) – using this application we get Journal voucher with account
  number, amount description to reconcile with our internal books.
• People soft General Ledger (PSGL) – Using this application we upload the Journal entries.
• EBBS- using this application, we post the entries manually

• To perform Settlement Reconciliation which involves forex validation and debit settlements funding
  before cut off times for different currencies.
• Reconciliation of bank accounts.
• Reconciliation of Chargeback entries and follow up on the aging items.
• Perform fund transfer to remit funds for the settlement payable to the Visa and MasterCard Association.
• Review the entire General ledger, Accounts payable, sundries, chargeback and rejects processing on a
  daily basis and follow up on the aging items for resolution.
• Monitor card type balancing in the system for any unmapped transaction codes. Customer payments are
  monitored and accounted in payment reconciliation.
• Attend Business Review calls
• Work in launching of Card in new markets in South Africa and UAE regions
• Performing Rebate, Sign on Bonus, Unused commitment and write off process for the Cardholders.
• Provided direction and guidance to junior associates on complex tasks.
• Designed training materials to ensure staff compliance with company policies.
• Maintained responsibility for all inquiries, concerns and complaints, resolving matters effectively and to satisfaction of customers.

CHEQUE BOOK PROCESSING

• Issuance of Personalized and Continuous stationary cheque.
• Vendor & Courier Management System
• Monitoring and Maintaining of TAT for all Deliverables raised.
• Control over cheque book issuance charges.
• Monitoring the report of automated Cheque book reports.
• Reporting to business on Vendor and Courier Performance on monthly basis.
• OTP (On Time Password) device issuance to the Customers
• Billing business accordingly to business segments.
• Name Validation project for HSBC Canara Insurance.
• Processed shipments received from vendors according to established protocols.
• Operated equipment such as scanners and scales correctly during checkout process.
• Participated in weekly team meetings to discuss goals and strategies.

SIGNATURE SCANNING UNIT

• By continuous review on workflow and identify opportunity for process improvements
• By reviewing process continuously to reduce error rates and improve turnaround time through use of
  quality systems (ISO/6 Sigma)
• By carrying out Audit clean ups once in a quarter and reports the same to AM-CAS
• By ensuring satisfactory internal Audit report and NIL repeat comments.
• Validate the signatures which are being captured by the processors in the Signature Scanning unit.
• Reply for the query which is raised by all the branches regarding signature scanning process issues
  through the e-helpline.
• Uploading Signatures for Savings & Corporate A/c’s, Framing Signing Mandates from Corporate
  Board Resolutions, Maintenances in Change of Signatures (Savings) & Authorized Signatories
  (Corporate).