Ramkumar M

E-Services INC Support- (Controls)

• Managing customer facing CBOL and MBOL issues reported to phones.
• Customer reach out to the contact center and as a TR team member attempt to troubleshoot or resolve for Brands and Retail bank.
• Customer info is submitted to E-Services support team for validation/education.
• TR team reviews and consolidates TR submissions. If issue is resolved feedback is passed onto Agents/ Teams.
• If the issue persists TR teams Proceeds to open an INC.
• INCs are opened and monitored through resolution.
• Improving insufficient/missing resources.
• Agent education/developing out people.
• Creating Procedure's Alerts and Huddles.
• Fewer INCs open for the same issue and decreased aging.
• Assessed risks associated with the issues CM facing, and developing contingency plans to mitigate potential disruptions or losses.
• Supported process improvements by conducting regular audits to identify areas for optimization in productivity or cost savings.
• Enhanced customer satisfaction through the implementation of service improvement initiatives and quality control measures.
• Trained and mentored 2 employees in [2024].
• Conducted root cause analysis in deficient areas to identify and resolve issues in ERU Cases.
• Maintained database systems to track and analyze daily production and pending data.

Forbearance- APR for life (Collection-Utilities)

• The Purpose of the APR for life report is to evaluate if an account has broken or completed a forbearance arrangement.
• An APR for life Treatment Tag (T-Tag) is applied to the account upon breaking or completing the program.
• Positive Balance account , we process those accounts yo SBWO or Upload the account in Reset or Risk Review Share point.
• APR team deals with CM Late fees & Finance Charges wavers.
• Manage daily MIS reports and handle work deliverables and ensure work completion with maintenance reports.
• Trained and mentored Four C04 employees in [2023].
• Frequently inspected production area to verify proper equipment operation.
• Conducted regular reviews and identified areas for improvement.
• Improved operational by streamlining processes and implementing best practices.
• Conducted root cause analysis in deficient areas to identify and resolve issues.