SRUTHI BALLA
Bowenhills
Summary
Motivated and detail-oriented professional over 7 years in customer service and backend operations in banking and financial services. Adept at resolving client issues efficiently, improving customer satisfaction and ensuring accuracy in high-volume tasks. Skilled in communication, process improvement and delivering solutions to enhance customer experiences.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Process Associate- Unsecured Lending process
Genpact Australia Pvt Ltd
Sunshine Coast, Australia
05.2023 - Current
- Provided exceptional customer service to companies clients who have inquiries or concerns related to Unsecured lending products, including personal loans and lines of credit
- Sending documents like statements of the account, closure letter, Payout letters, PPSR certificates as per customer requests
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained accurate records of customer interactions and loan transactions in the bank's systems, ensuring data integrity and confidentiality.
- Educated customers about payment processing and educating time frames for payment clearance and support policies and procedures.
- Assisted customers in navigating company website, improving overall user experience.
- Achieved consistently high customer satisfaction ratings through prompt resolution of inquiries, proactive communication, and personalized service.
- Met customer call guidelines for service levels, handle time and productivity.
Office Administrator
Owlet Migration Consulting
Brisbane City, Australia
09.2022 - 04.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Perform accounting tasks, including invoicing and budget tracking
- Organize and schedule appointments
- Provide administrative support for operations
Safe Deposit Box Analyst
BA Continnum
Hyderabad, India
11.2020 - 08.2022
- Performing process on various exception reports which is received from Banking Centre
- Assisting values of sending late charge fees, researching on outstanding balances, reconciling debit and credit entries in excel
- Tallying credit and Debit entries from ledger report
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Identified and resolved problems through root cause analysis and research
- Conducted workplace compliance training to reduce liability risks and operate effectively
- Achieved Bronze awards by completing given tasks within SLA with accuracy and efficiency
- Achieved HI-FI awards through effectively helping with new team members
Escheatment Operations Specialist
BA Continnum
Hyderabad, India
03.2017 - 04.2019
- Managed all aspects of escheatment operations, including identifying and reporting unclaimed property in compliance with escheatment as per US Patriot Act and Gram-LeachBilley Act laws and regulations
- Conducted research and analysis of customer accounts to identify dormant or inactive accounts to eligible for escheatment
- Developed and maintained comprehensive procedures and controls for escheatment processes, ensuring accuracy, efficiency, and compliance with regulatory requirements
- Liaised with legal counsel and regulatory agencies to interpret escheatment laws and regulations, staying abreast of updates and changes in the regulatory landscape
- Prepared and submitted timely and accurate escheatment reports to state authorities, maintaining detailed records and documentation to support compliance efforts
- Formatting accounts by contacting the banking center or making active accounts through online sources, working on deceased notice cases by researching legal documents and sending those documents to Line of Business department
Education
MBA - HR With Finance
Osmania University
05.2015
Bachelor of Science - Electronics And Computer Science
Osmania University
05.2012
Skills
- MS Excel
- MS office
- Decision Making
- Process Improvement
- Time Management
- Problem Solving
- Call management
- Continuous improvement
- Compliance monitoring
- Multitasking Abilities
- Problem-solving
- Excellent communication
Certification
Completed certification in Investment Banking Operations
Accomplishments
- Achieved Bronze awards by completing given tasks within SLA with accuracy and efficiency.
- Achieved HI-FI awards through effectively helping with new team members.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Telephone Service - Professionally processed 35+ calls per day, providing information and service to ensure customer satisfaction.
Hobbies and Interests
- Fitness
- Cooking
- Badminton
Timeline
Process Associate- Unsecured Lending process
Genpact Australia Pvt Ltd
05.2023 - Current
Office Administrator
Owlet Migration Consulting
09.2022 - 04.2023
Safe Deposit Box Analyst
BA Continnum
11.2020 - 08.2022
Escheatment Operations Specialist
BA Continnum
03.2017 - 04.2019
Bachelor of Science - Electronics And Computer Science
Osmania University
MBA - HR With Finance
Osmania University