customer service representative resume example

Achievement - FY 2021- 2022 top achiever in cross-sale parameter and contributed 8% share of entire region fee income achievement.

Own assigned business targets on branch products, consistently achieving monthly and annual revenue goals.

• Proactively manage existing relationships and acquire new customers to expand the customer base.

• Promote bank's services and products to walk-in customers, ensuring successful conversion.

• Conduct regular calls to existing customers and welcome calls to new customers, fostering strong relationships.

• Plan and execute promotional activities to attract new clients and deepen existing relationships.

• Organize customer satisfaction campaigns to ensure high-quality service and customer retention.

• Increase fee revenue while adhering to bank policies and preventing revenue leakage.

• Manage customers in the branch lobby, providing a pleasant customer experience and efficient service.

• Process applications, update customer profiles, and adhere to AML/ATF policies.

• Collaborate with Customer Service Representatives (CSRs) to deliver excellent service to customers.

• Maintain daily, monthly, and annual sales management information system (MIS) reports.

• Ensure proper filing and maintenance of records and documentation.

• Provide coaching and training on existing and new products to team members.

• Act as a backup to CSRs when required and actively participate in specific projects.

• Handle client complaints/issues, initiate necessary actions, and ensure timely resolution.

• Identify process improvement opportunities and contribute to continuous improvements.

• Perform other duties as assigned to facilitate smooth branch operations.

• Awarded top performer of the Branch for operation management, cross-selling, 100% digital activation of branch customers, and customer satisfaction
• Supports customers’ requests like transactions, identifies their needs, and refers them to colleagues in the retail banking department
• Successfully helping bank customers use digital applications and meet the 100% digital activation target
• Making banking simple, easy, and fast provided advice and guidance to customers on available digital and self-service options
• Customer profile review and suggest them need-based products like various investment options or credit facilities
• Manages, reconcile, and handled cash across various branches and led Bank Treasury
• Probes customer profiles and engage customers in on-demand conversations to identify potential opportunities and meet their daily banking planning and credit card needs
• Perform initial customer problem resolution within given rules/boundaries and escalate if necessary
• By educating customers on mobile, ATM, and online banking, increase customers’ confidence in new digital banking trends
• Created awareness among customers about rating and motivated them to rate and the same was reflected in the branch’s google rating having 4.9 stars with 500+ reviews.

• Achievement-Awarded young achiever award for FY 2014-15 in the Agri-Business Department
• Underwriting of loan proposals for Agriculture business loans, Farm equipment, Mortgage loan, and Auto loan in compliance with established lending guidelines of the bank
• Handling portfolio of 600 Million INR of Gujarat province (inclusive of all products)
• Customer interaction and inspection of business & residence
• Management & Co-ordination with a team of 10 Relationship managers, Branch staff for smooth sanctioning of cases
• Checking cases for compliance of sanction terms & conditions prior to disbursement
• Monitoring & Management of a team of 10 Portfolio managers for maintaining a healthy portfolio of existing customers by way of timely reviews, renewals & extension of the facility.