Utsav Bose

• Provided specialist support across multiple teams including Early Stage Collections, Bereavements, Hardship, and Accounts Maintenance.
• Took ownership of complex customer escalations, ensuring timely and empathetic resolutions in line with company policy and regulatory requirements.
• Delivered consistent training and coaching to new and existing team members to enhance performance, compliance, and service quality.
• Conducted side-by-side coaching sessions to improve call quality, negotiation techniques, and adherence to internal guidelines.
• Facilitated knowledge-sharing initiatives across departments, promoting cross-functional understanding and collaboration.
• Managed and completed senior-level tasks such as high-risk account handling, escalated disputes, and account adjustments.
• Led root cause analysis of recurring customer issues and process breakdowns, providing recommendations for process improvements.
• Created and maintained documentation for process changes, best practices, and training materials for internal use.
• Assisted upskilling of new Flex Team members to ensure readiness across different functional areas.
• Supported performance reviews by providing feedback and insights on team members’ strengths and development opportunities.
• Acted as a point of contact for complex or sensitive accounts, particularly within bereavement and hardship support contexts.
• Collaborated with Compliance and Risk teams to ensure all activities met regulatory standards and internal audit requirements.
• Prioritized customer-centric solutions while balancing company recovery goals and operational efficiency.
• Participated in regular team calibration sessions to ensure consistency in decision-making and customer interactions.
• Contributed to strategic discussions by sharing frontline insights on customer pain points and operational inefficiencies.
• Demonstrated adaptability by seamlessly transitioning between departments based on workflow demand and staffing needs.

• Acted as a compassionate point of contact for customers dealing with the loss of a loved one.
• Guided next of kin, executors, or legal representatives through the bereavement process with empathy and professionalism.
• Verified and processed legal documentation such as death certificates, probate letters, and wills.
• Ensured accurate and timely updates to deceased customer accounts to prevent distressing communications.
• Liaised with internal departments (Collections, Legal, Estates, etc.) to manage account closures, debt finalisation, or estate settlements.
• Provided clear and sensitive communication regarding account options, obligations, and support services available.
• Maintained compliance with privacy laws and financial regulations (e.g., AML, KYC) during all interactions.
• Recorded detailed and accurate case notes to ensure continuity of care across teams.
• Assisted in identifying vulnerable customers and referring them to appropriate support services (e.g., hardship, financial counselling).
• Handled escalations and complaints with discretion and empathy, working towards fair and respectful resolutions.
• Contributed to process improvements and feedback loops to enhance the bereavement support experience.

Participated in team training and knowledge sharing to uphold high standards of care and compliance

• Managing delinquent customer accounts (Mortgages, Personal loans, and Credit cards)
• Resolving customer queries relating to their loans.
• Handling general loan enquiries and customer complaints.
• Effective negotiations with customers to set up suitable and realistic arrangements in line with their current situation and meeting the legal requirements of the bank.
• Working international and cockpit lists(Manual work list) of clients whose accounts otherwise do not appear on Automated dialler.
• Achievements in role-
• Successfully met KRA of Call Conversion rate and kept rate over a period of 1 year without any quality Fails/Breaches.
• Being part of change train have successfully raised concerns affecting the team to the internal stakeholders.
• Successfully completed training across all products within a span of One Year.
• Mentoring new Entrants with Buddying and Call listening activities.
• Consistently have maintained over 90% success rate at resolving customer complains as FPOC.

• First point of contact for customers calling for cards and Internet Banking enquiries.
• Servicing all customer needs for account related information.
• Blocking/Reissuing/Ordering/ cards.
• Providing end to end support for credit and debit card requirements of customers.
• Processing of all credit card related requests including but not limited to all credit card payments, processing and loading of all Consumer credit card accounts, as well as all account maintenance requests.
• Process the Closure & reissuance of accounts when reported as damaged, lost, stolen or compromised.
• Issuing Credit Card Statements/Disputing Fraudulent transactions and assisting customers through to Fraud assist.
• Assisting customers by servicing their Internet Banking Profiles

• Sourcing of prospective clients for business opportunities.
• Email and call assistance to existing customers.
• Maintaining a database of prospective clients
• Creating new business opportunities.
• Client engagement to track candidate performance.

• Developed and implemented CSR strategies aligned with the bank’s values, sustainability goals, and community impact objectives.
• Identified partnership opportunities with NGOs, community organisations, and social enterprises to support long-term social impact initiatives.
• Managed end-to-end delivery of CSR programs, including budgeting, stakeholder engagement, and performance tracking.
• Engaged internal stakeholders to promote CSR awareness, secure support, and embed responsible business practices across departments.
• Measured and reported on the effectiveness and outcomes of CSR initiatives using KPIs, impact metrics, and regulatory benchmarks.
• Collaborated with Marketing and Communications teams to promote CSR achievements internally and externally.
• Ensured compliance with environmental, social, and governance (ESG) standards and relevant regulatory requirements.
• Developed employee engagement programs including volunteering, fundraising campaigns, and sustainability challenges.
• Supported annual sustainability reporting and contributed to external disclosures such as ESG reports and ethical banking assessments.
• Worked with procurement and supply chain teams to encourage ethical sourcing and sustainable practices.
• Researched emerging CSR trends, competitor initiatives, and global best practices to inform strategy.
• Built strong relationships with government bodies and advocacy groups to represent the bank in community forums.
• Presented CSR performance updates to senior leadership, highlighting strategic

• Conducted briefings and laid down action plans for successful execution of flight duties.
• Ensured the safety and security of passengers by conducting pre-flight checks and safety demonstrations.
• Provided exceptional in-flight customer service, attending to passenger needs with professionalism and care.
• Responded calmly and efficiently to in-flight emergencies and medical situations.
• Delivered safety briefings and ensured passenger compliance with airline regulations and procedures.
• Assisted passengers during boarding and disembarkation, including