Pratichi Nag

Responsibilities:

• Conducted comprehensive financial reviews with customers, identifying their needs and recommending appropriate banking products.
• Supported customers experiencing vulnerability and identifying triggers.
• Handled deceased estates, meeting with family members, obtaining documents, and providing clear communication.
• Supported new and existing customers with identification verification.
• Onboarded power of attorney, identifying the Principal and Attorney, and verifying the power of attorney document.
• Resolved customer complaints and recorded them.
• Followed policies, procedures, regulatory requirements, and maintained accurate records.
• Participated in annual audits conducted by external agencies and regulators related to branch activities.

Achievements:

• Provided expert and empathetic service resulting in improved customer satisfaction ratings based on financial review surveys.
• Achieved increased customer engagement and branch revenue through effective identification of financial needs.
• Streamlined branch productivity by conducting advance appointment confirmation procedures, verifying customer compliance with document requirements, and promptly resolving phone-based inquiries. As a result, customer waiting times were minimised while colleagues could focus on providing support to more individuals.

Responsibilities:

• Investigated customer complaints and worked with internal departments to ensure timely resolution of complaints.
• Provided feedback on customer service performance to management teams.
• Encouraged regular meetings with staff to discuss complaint trends and strategies for improvement.
• Maintained accurate records of customer complaints, resolutions, and follow-up activities.
• Tracked the status of open cases through a database system.
• Drafted responses to formal written consumer complaints as required by regulatory agencies.
• Ensured compliance with applicable laws, regulations, policies, and procedures related to consumer protection.

Achievements:

• Enhanced accuracy and effectiveness of complaint resolutions by providing comprehensive feedback notes for Customer Services and Operations Analysts to review with their line managers, leading to a reduction in first point of contact complaints.
• Demonstrated effective use of compensation in order to achieve fair and timely resolutions, while also seeking manager approval as necessary.
• Utilised problem-solving skills to develop actionable strategies and initiatives for resolving persistent customer service problems, leading to a substantial improvement in overall service quality.
• Instructed new employees on complaint handling techniques, resulting in enhanced complaint resolution times and greater customer satisfaction.
• Assisted in enhancing overall operational efficiency by contributing to the development of new processes and procedures for handling customer complaints.

Responsibilities:

• Specialising in Visa (debit and credit cards) and MasterCard (credit cards only) Chargeback Schemes, ensuring effective dispute resolution by comprehending the nuanced differences between these schemes.
• Analysed disputed transactions to swiftly identify appropriate resolutions upon initial contact.
• Ensured high levels of customer satisfaction while engaging in continuous improvement efforts.

Achievements:

• Assisted in streamlining customer service processes, leading to faster resolution times for disputes and increased customer satisfaction by enhancing colleague training and facilitating knowledge transfer.
• Achieved selection for advanced credit card dispute resolution training based on outstanding performance in handling debit card disputes.
• Effectively managed remote work during the pandemic through secure messaging training over Zoom. Demonstrated high performance and efficient resolution of customer disputes by working evening shifts aligned with UK time zone from Brisbane.

Responsibilities:

• Performed the duties of administrative and operations managers in their absence to ensure smooth operations.
• Established and maintained effective communication channels with customers and suppliers, and completed weekly bank reconciliations.

Achievements:

• Led successful implementation of new inventory system, resulting in notable enhancements to operational efficiency and sales processes.
• Instrumental in driving business growth through the successful procurement of infrastructure contracts.