Sujan Shetty

Experience

• 

  Kotak Mahindra Bank

  Oct 2017 - Apr 2022

  • Handling customer escalations received through Social Media (Twitter, Facebook, Instagram, play store, Google my business, LinkedIn, NCH etc.) and email. • Ensuring customer feedback, queries, requests and complaints (pertaining to Retail Liabilities, Credit Cards and Retail Assets - Consumer Banking) received on Social media and email are attended to, by raising them to the appropriate stakeholders.• Actively working with the Senior Management to resolve the complaints of the customers thereby improving the services provided to them.• Taking initiatives with the help of Business Development Team to ensure that the complaints of the customers are handled on top priority basis.• Ensuring Root Cause Analysis (RCA) is in place to check if there is any requirement of change in product features, product/process training for the front desk staff.• Liaise with the core process teams with the feedback of the customers to enhance the product/process features.• Identifying and evaluating key risks in current processes and contributing to establishing audit scope. Show less

  • Deputy Manager

    Apr 2020 - Apr 2022

  • Assistant Manager

    Oct 2017 - Apr 2020
• 

  IDFC FIRST Bank

  Apr 2022 - Jan 2023

  Deputy Manager

  •Managing the company's social media sites and responding to questions, issues, fraud potential cases and customer escalation.•Managing all social media networks, including LinkedIn, Facebook, Twitter, and Instagram, on a daily basis.•Ensure that policy requirements are fulfilled, including completion of the appropriate forms.• Co-ordinating and exploring business opportunities and faster resolution time with appropriate close looping.•Persuade prospective clients to engage in a phone conversation and through email.•Liaising with various stakeholders in the organization to ensure that customer complaints are resolved quickly and effectively. Show less

• 

  SS&C GlobeOp

  Apr 2023 - now

  Associate

  * Handling reconciliation of various products such as Equity, Forward ,Spot Deals and Bonds.* Performing Cash, Position and OTE Reconciliations. * Compare the trade details of each product across counterparties to identify any discrepancies.* Skilled in coordinating with internal teams, counterparties, and custodians to facilitate smooth and efficient settlement of trades.* Strong understanding of wire transfer processes, utilizing electronic payment systems to securely transfer funds between financial institutions.* Collaborated closely with internal teams, including front office, operations, and finance, to resolve reconciliation exceptions and investigate root causes.* Performed Break Reconciliation tasks, investigating and resolving discrepancies in financial records and transactions.* Conducted thorough analysis and identified root causes of breaks in reconciliations. Show less