Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sohini Chaudhury

Summary

Proven track record in enhancing customer service and compliance standards at Bank of New Zealand, leveraging strong analytical skills and a positive attitude. Excelled in relationship building, notably improved process efficiency, and adeptly managed complex client queries, demonstrating a commitment to banking ethics and teamwork.

Overview

17
17
years of professional experience

Work History

Customer Service Banker

Bank of New Zealand
Auckland, New Zealand
11.2023 - 12.2023
  • Presently returned to home role as banker 3 and in the process of learning the new processes and policies in place
  • Working alongside experienced colleagues to for call listening, using amazon phone system as part of transition training
  • Currently learning new conversation guidelines and new working framework in terms of call handling time and after call work

Content Manager (secondment)

Bank of New Zealand
Auckland, New Zealand
10.2022 - 11.2023
  • Presently working with content owners or subject matter experts to develop, review and assist with their content for Te Kete
  • At the same time, I help in designing, developing, and managing the content for content owners to be used by Te Kete user and internal stakeholders
  • Working alongside key stakeholders across the business as and where assistance is required for upliftment of content in terms of updating on Te Kete articles, advice on creation and breaking down of content against the standard guidelines and general assistance following BNZ writing guidelines for better user experience
  • Peer review and providing constructive feedback is also part of BAU
  • Run the user engagement sessions with front line bankers and managers to have a better workflow to provide guidance with Te Kete and answering any feedback or solving any immediate issues
  • This result is process improvement and product enhancement
  • Alongside, I’ve run content owner training who are wanting to create and manage content in Te Kete
  • Taking ownership of mini projects and working alongside product managers in terms of content creation, editing, doing risk analysis, and providing advise around BNZ guidelines
  • The project run as a collaborative way from planning to delivery stage and each stage is being discussed and reviewed with the stakeholders in detail
  • Being actively working on a project like Te Kete, I’ve worked on remediation tasks mostly alongside external stakeholders
  • Reviewed and did analysis on tasks which require expertise from different other area of business
  • From time to time, I’ve worked on business-critical projects with heads of or product managers which has huge urgency and maintain that ongoing relationship in terms of updating, editing, formatting, and overall relationship management for better workflow
  • Apart from user engagement session with the group, individual front line bankers have had issues with Te Kete and I do support and offer guidance where clarity is required and resolving any immediate issue
  • Worked on designing of Content Owner Newsletter and presently working on creating, editing, and publishing of the same on fortnightly basis

National Queue Support (secondment)

Bank of New Zealand (Retail)
Auckland, New Zealand
11.2021 - 09.2022
  • Managed and led team of the branch bankers in Banker service capability space (496 bankers in the different chat streams in the queue) who are assigned on inbound phone calls, secure messages, DFCR Queue, Front of house queries from our customers to offer them real time support to answer any queries they may have which may vary from simple transactional query to a more complex legal query or a complaint that may arise
  • Run sessions with front line bankers like conversation framework, best practice solutions and offer support to Senior Partner and Head of Region in terms of providing data and analysis
  • Extensive knowledge of Work Force Management and scheduling system for large workforce and worked alongside the team to enforce the scheduling tool across the network
  • Worked closely with Delivery Manager when a new process is implemented, or a change initiative is undertaken for smooth implementation across the network
  • Proactively used internal date and created data board to manage the call queue as per the guidelines
  • I was taking the opportunity to identify arear where we can improve service level and come up with a plan to set for success
  • Solution based conversation framework has been developed and delivered from time to time for effective management of call queue
  • Knowledge and understanding of complex bank processes and coming up with control to minimize risk
  • Guiding and supporting the bankers with current policy and compliance queries to make sure we meet the banking standard and minimize any risk, also to take immediate and appropriate action to obliterate any day-to-day banking risk
  • CRM and salesforce play an essential part to include diary/service note and check any previous information in place
  • Deliver presentations to bankers for effective customer conversational skills and identifying the customer journey for coaching purposes and to have quality outcome for VOC and NPS
  • In order to make sure, all bankers across the board trained, skilled and have right tools and knowledge to perform their job or if further reinforcement is necessary by providing feedback to the banker’s people’s leader or senior partner and make necessary recommendations and, involve in training to take inbound CCH calls and signing off the manual Identification
  • Being the first point of contact, complaints come as part of the role and making sure that meeting the guidelines and turnaround time for any escalation which may involve consulting with another team or a senior manager to come with an effective resolution in the best interest of the customer which require managing my daily workload and resources to achieve the optimal result
  • At the same time, act as a liaison with any internal or external stake holders to act in collaboration, taking up projects like write ups, document creation, presentation for the bankers to learn new skills and techniques and keep up with the latest updates

Banker

Bank of New Zealand (Retail)
Auckland, New Zealand
05.2015 - 11.2021
  • Handling Inbound calls/secure messages from BNZ customer (retail and business) with varied queries ranging from financial, fraudulent activities, technical issues and coming up with a resolution as per the company standard and customer satisfaction
  • Since becoming Banker 3, I have been handling more complex queries like Kiwisaver, Youwealth, Term pie and have more quality and in-depth conversation with our customers while being well versed with CCCFA, FSLAA policies in place
  • Promotion and recommending right product for the customer to be good with money also educating about different banking channels Banking channels to have optimum customer experience
  • Experience in documenting any new process and sharing with the colleagues for knowledge sharing as well providing constant feedback to the knowledge base team
  • Completing the administrative duties of the client’s account, which can vary from simple note writing to appointment to handling investment administration job
  • Alongside Risk management, being compliant with policies and procedures with bank’s standard and identifying and escalating any risk factor to the concerned team
  • Experience in handling complaints and doing negotiation to offer the best solution for the customer

Customer Service Representative

Paymark Limited
Auckland, New Zealand
02.2012 - 05.2015
  • Handling inbound calls from merchants, banks, vendors, resellers, and external parties with varied queries ranging from financial to more complex technical issues and coming up with best possible resolution
  • Specialized in handling corporate fault handling, complex transaction queries, or any other complex corporate/ general merchant queries
  • Maintaining record of queries, filing when necessary and doing the administrative duties as required and also coordinating between the different departments when necessary
  • Critically evaluate merchant queries and escalating it to the necessary department to come up with the best solution possible and offering end to end management
  • Working alongside the senior Assist team/ Account Managers resolve more complex issues by gathering information through various channels, departments, sources etc
  • Proactively communicating with the team members to analyze any issues, outages, sharing knowledge therefore it would ensure better delivery of individual and team result
  • Taking ownership of any queries and finding the right solution by researching and doing data analysis
  • Sound knowledge of client settlement accounts, banking procedure in terms of business banking and sales proven sales experience

Outbound Tele-sales Representative (Fixed term)

Meridian Energy (Salmat)
Auckland, New Zealand
10.2011 - 01.2012
  • Selling energy packages to residential clients across New Zealand
  • Making outbound calls to residential clients, handling inbound queries from clients, ranging from sales queries to formal complaints
  • Generation of warm leads, follow with the clients, maintaining the “quality assurance” according to company standard

Outbound Tele-sales Representative

Compass Communications
Auckland, New Zealand
06.2010 - 07.2011
  • Selling UCLL Telco
  • Packages across New Zealand to residential and business clients
  • Making outbound calls as well as inbound sales queries and any other customer queries related to product
  • Experienced in coaching, training and recruiting new employees
  • Generation of valuable leads, follow up, sending information packs and answering all the customer queries
  • Making outbound calls to the Clients and selling out the different calling, internet and toll packages

Tele-sales and Tele marketing (part time)

Auckland International Carnival
Auckland, New Zealand
05.2010 - 07.2010
  • Contacting Corporate Clients for selling of hospitality packages for the event
  • Making follow up with the clients
  • Customer service duties like sending out e-mails, peruse, clarifying any doubt
  • Marketing the entire concept and lead generation

Freelance Writer of Features Section

Indian Express Newspaper, India
, India
01.2008 - 01.2009
  • Worked as a junior journalist on various features in the political section
  • Alongside helping the editorial desk as and when required to learn the job

Freelance Writer of Features Section

Times of India Newspaper, India
, India
01.2007 - 01.2008
  • Worked as freelance writer mostly entertainment section to feature stories
  • Helping the sub editor to edit articles as and when required

Education

MA - International Relations

Jadavpur University
Kolkata, India
01.2009

BA - Political Science

Jadavpur University
Kolkata, India
01.2007

Skills

  • Complaint Handling
  • Transaction Processing
  • Client Confidentiality
  • Financial product knowledge
  • Regulatory Compliance
  • Account Retention
  • Fraud Detection
  • Customer Service
  • Account Security
  • Signature Verification
  • Fee Calculations
  • New Account Setup
  • Discrepancy Resolution
  • Quality Control
  • Data Entry
  • Payment Processing
  • Reliable and Responsible
  • Conflict Management
  • Positive Attitude
  • Process Monitoring
  • Analytical Skills
  • Time Management
  • Problem-solving abilities
  • Relationship building and management
  • Strong sense of banking ethics
  • Report Preparation
  • Information Processing
  • Risk management evaluation background
  • Teamwork and Collaboration
  • Data Security and Validation
  • Adaptability
  • Negotiation Skills
  • Task Prioritization
  • Multitasking Abilities
  • Analytical Thinking

References

On request please.

Timeline

Customer Service Banker

Bank of New Zealand
11.2023 - 12.2023

Content Manager (secondment)

Bank of New Zealand
10.2022 - 11.2023

National Queue Support (secondment)

Bank of New Zealand (Retail)
11.2021 - 09.2022

Banker

Bank of New Zealand (Retail)
05.2015 - 11.2021

Customer Service Representative

Paymark Limited
02.2012 - 05.2015

Outbound Tele-sales Representative (Fixed term)

Meridian Energy (Salmat)
10.2011 - 01.2012

Outbound Tele-sales Representative

Compass Communications
06.2010 - 07.2011

Tele-sales and Tele marketing (part time)

Auckland International Carnival
05.2010 - 07.2010

Freelance Writer of Features Section

Indian Express Newspaper, India
01.2008 - 01.2009

Freelance Writer of Features Section

Times of India Newspaper, India
01.2007 - 01.2008

MA - International Relations

Jadavpur University

BA - Political Science

Jadavpur University

Similar Profiles

CREATE PROFILE
Sohini Chaudhury