NANCY A.LOURDS IRRUDAYANATHAN

Provided client support through phone calls and emails for corporate clients. Handle corporate clients' enquiries via phone, email, or online channels.

Responded to client issues within agreed service levels, ensuring swift resolution and client satisfaction.

Achieved first call resolution by addressing client inquiries directly during initial contact.

Provided timely updates and clear resolutions to customers through email and other communication channels, enhancing overall client communication.

Provide support for Straight2Bank and other online banking platforms.

Troubleshoot payment creation, authorization, reporting, and user access problems.

Investigate and resolve login issues.

Support token and authentication issues.

Escalated complex technical issues to relevant support teams and followed through until resolution, ensuring minimal disruption for clients.

Knowledge of payments (ACH, RTGS, TT, DuitNow, etc.)

Take end-to-end ownership of customer enquiries, complaints, and service requests from receipt through to final resolution.

Managed 150 to 180 personal banking cases daily, resolving issues within Service Level Agreement (SLA) of 1 working day to enhance customer satisfaction.

Follow up proactively on escalated cases to ensure prompt action and prevent customer dissatisfaction.

Coordinated with internal stakeholders including credit cards, personal loans, mortgage, collections, and operations to investigate and resolve customer issues effectively.

Calculate and provide accurate information on:
1)Credit Card interest charges
2)Personal Loan (PLC) interest and settlement calculations
3)Mortgage-related fees, charges, and account enquiries

Updated customers promptly with clear resolutions through email and other communication channels, ensuring transparency and maintaining trust.

Calculate and provide accurate information on:1)Credit Card interest charges2)Personal Loan (PLC) interest and settlement calculations3)Mortgage-related fees, charges, and account enquiries

Adhere to compliance, data privacy, and information security requirements when handling customer information.

• Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
• Delivered outstanding customer support by swiftly responding to enquiries via email, phone, and live chat.
• Managed high-volume customer inquiries through various channels including telephone, email, and live chat.
• Chat professionally within 5 seconds and support for dual chat
• Answer the calls and ensure inquiries able closed as first call resolution to meet client expectation.
• Conducted mandatory verification of SC Token, OTP, and manual checks to ensure secure client interactions.
• Delivered quality work under pressure while maintaining high standards.
• Met requirements for average handling time, quality assurance, adherence, and attendance.
• Maintain confidentiality of all information according PDPA

• Maximised customer satisfaction by resolving service issues promptly.
• Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
• Actively listened to customers to fully understand requests and address concerns.
• Addressed and solved customer issues and complaints without difficulty.
• Maintained a calm and professional demeanour when dealing with challenging or upset customers, ensuring a positive interaction.
• Addressed customer service enquiries quickly and accurately.
• Liaised with different departments to gather information pertinent to customer complaints, facilitating effective problem solving.
• Tailored communication style to suit diverse customer demographics, ensuring clarity and positive rapport.
• Supported sales teams by generating leads and preparing sales materials to enhance pitches.
• Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.

• Assist client face to face e.g Account opening
• Facilitated the opening and closing of accounts, ensuring a smooth transition for clients managing their finances.
• Exceeded sales targets through targeted strategies, enhancing performance and service quality.
• Resolved client queries and complaints efficiently, upholding high standards of customer service and fostering client loyalty.
• Respond timely manner to follow up with client within TAT e.g. escalation, refer respective department and follow up call for sales.
• Advised clients on financial products such as mortgages, loans, and insurance, ensuring alignment with their financial needs.
• Processed loan applications, conducting thorough financial assessments to determine creditworthiness and risk.
• Achieved client financial objectives within agreed timescales.
• Provided expert guidance on wealth management and investment strategies, helping clients to achieve their long-term financial goals.
• Implemented fraud prevention measures, closely monitoring accounts for suspicious activity to protect client assets.
• Reviewed and updated client financial records, ensuring accuracy and compliance with regulatory requirements.

• Answered calls and ensured inquiries closed as first call resolution, meeting client expectations.
• Identified issues, analysed information, and provided effective solutions to enhance customer experience.
• Actively listened to customers to fully understand requests and address concerns.
• Responded to client feedback and complaints promptly to enhance customer satisfaction.
• Responded promptly to follow up with clients, collaborating with Branch and other departments.
• Managed complaints with calm, clear communication and problem-solving.
• Handled customer concerns and escalated major issues to supervisor.

• Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Answered calls and resolved inquiries at first contact, meeting client expectations.
• Attended to incoming enquiries within target timeframes.
• Followed-up on customer interactions to provide further support.
• Remained calm under pressure to handle customer complaints and solve problems.
• Provided empathetic support to customers during sensitive situations, building rapport and trust.
• Reply all the emails sent from escalation to 2nd level .
• Conducted verification processes to ensure compliance with regulations, including syariah compliance, KYC, and AMLA.
• Provided assistance with mortgage applications and documentation.,hire purchase and CASA
• Collected and updated accurate customer information to generate meaningful insights.
• Documented activities and tasks for the month of February.
• Attended regular training to enhance performance and expand knowledge.
• Followed company regulations, policies and processes.

• Answered calls and ensured inquiries were resolved on first contact to meet client expectations.
• Cross-supported Postpaid team as multi-queue agent to maintain service level agreements.
• Assisted as shift leader, coached new agents on systems, products, and processes to enhance their knowledge and performance.
• Captured customer details systematically and escalated to the relevant team.
• Achieved zero absenteeism from 2016 to 2019, demonstrating commitment to attendance.