Bharathvaj J

DBS Bank - Key Responsibilities - Complaint Handling and Resolution Specialist ( June 2024- Present)

• Complaint Handling and Resolution: Address and resolve customer complaints promptly, aiming for a positive outcome and customer satisfaction. This includes gathering relevant information and investigating issues raised and referring to Bank’s Internal Ombudsman as applicable.
• Communication: Engage with customers in a professional and empathetic manner, over the phone, via email, or through written correspondence and clarify concerns, explain processes, and keep customers updated on complaint progress.
• Research and Investigation: Analyze account background, transactions, and policies to understand and resolve complaints accurately. This might include reviewing disputed charges, late fees, billing errors, or suspected fraud.
• Policy Compliance: Ensure all complaint handling complies with regulatory standards and bank’s policies and governing bodies, to avoid potential legal issues.
• Documentation and Reporting: Maintain accurate and detailed records of each complaint, including actions taken and resolutions provided. This helps in tracking trends and creating reports for internal stakeholders
• Escalation Management: Identify and escalate complex or high-risk complaints to appropriate departments or senior management when necessary for additional support or investigation.
• Collaboration: Collaborate closely with other teams, like fraud prevention, customer service, and collections, to resolve complaints effectively and improve overall customer experience
• Knowledge of Products and Services: Stay updated on credit card features, rewards programs, fees, and any recent changes to provide accurate information and address complaints effectively.
• Data Analysis: Occasionally analyze complaint data to spot trends and provide feedback to management, helping to develop solutions that improve product offerings and reduce complaint volumes.

DBS Bank - Key Responsibilities - Email and Service Request Lead ( June 2022- June 2024)

• Managing a 10 Member team including a Team Lead for a Pilot batch credit card Email process which was set up on a vendor unit.
• Performing Quality Audits.
• L2 handling for entire email channel.
• Conducting Call Calibrations to assess and provide feedbacks to Team leads and agents and to evaluate agents performance to gauge where skills are lacking.
• Achieving Service level ,Service Request and CSAT targets.
• Responsible for driving App ratings for DBS cards plus in app.
• Driving Service Request Targets month on month.

• KEY RESPONIBILITIES CITI Services India Pvt LTD-( Jan 2019- May 2022)
• My responsibilities include handling Credit card account based queries, customer complaints, credit card disputes opening and processing other Credit card related services such as fees adjustments ,balance transfers account closures etc with the bank’s North American Credit card customers.
• Is a member of quality audit team and CAP audit and assist to ensure 100% compliance within the team
• Responding to service inquiries from customers and resolve complex or expansive issues across multiple systems and platforms.
• To maintain detailed knowledge of Citi bank Credit card banking products and service offerings to customers.
• To balance NPS,RSAT,RR and ensure positive customer experience while managing/ minimizing operating losses.
• Have mentored 27 teammates and assisted them in meeting all key metrics