Nargis Khan

Experience

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  IndusInd Bank

  Jun 2013 - Feb 2015

  Credit Card Specialist

  As a credit card specialist, I was providing quality service to customers assisting colleagues and clients with credit card questions and providing guidance on credit card matters as needed.-I was also responsible for operations management including the coordination and management of routine and ad-hoc operational activities.-Assisting clients by sharing the expertise for credit card transaction life cycle from presentment to settlement by ensuring corporate compliance to the credit card line of business and assist team members in resolving disputes, related to credit card refunds and charge backs.-It was a pilot batch for credit cards sales, service as it was the new credit card hub created by IndusInd bank. Show less

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  Kotak Mahindra Bank

  Mar 2015 - Jul 2017

  Assisted all the clients visiting the branch for any banking assistance.Processed all financial and non-financial transactions.Generated lead for cross-sell of asset products.Cross-sold Mutual funds, Insurance, and credit cards.Opened new to bank accounts for customers and assisted with KYC and dormant activation for existing customers.Educated customers for online banking and assisted clients for activating debit cards and credit cards.Handled ATM operations for the branch.Helped clients for transferring funds overseas for any immediate requirements through repatriations and LRS.Acted as custodian for locker and vaults. Show less

  • Branch Service Manager

    Nov 2016 - Jul 2017

  • Escalation Specialist

    Mar 2015 - Nov 2016
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  IIFL (India Infoline Group)

  Nov 2017 - Mar 2019

  Email Escalation Specialist

  Responsible for handling daily queries, complaints, feedback, and appreciation emails written to the senior management.Evaluated complaints, correspondence, and provided an effective and accurate response.Handled Demat & Trading accounts and Mutual funds.

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  Reliance Nippon Life Insurance

  Jul 2021 - Dec 2022

  Grievance Desk Manager

  Grievance Desk ManagerAccountable for handling assigned customer grievances at the grievance desk, service level and deliverables in lines with IRDA guidelines.Drive reduction of complaints across sales branches and voice centers by providing feedback.Ensure that email desk TAT is adhered and suitable first-time right resolution is offered.Accountable for retention of customers.Provide assistance and coordinate with legal team for Ombudsman complaints and legal notice received.Responsible for execution of Ombudsman Award received for Ombudsman complaints.Responsible for doing RCA (root cause analysis) for Senior Management Escalation.. Show less

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  HSBC

  Jan 2023 - now

  Premier Service Manager

  Manage the day-to-day operations of the branch, including assisting the mapped relationship managers with processing all their service requests.Ensure compliance with bank policies, procedures, and regulations, including but not limited to KYC, AML CDD & EDD.Develop and maintain strong relationships with customers to promote the bank's products and services and drive customer satisfaction.Implement strategies to increase customer loyalty and retention, as well as cross-selling opportunities for improvement in customer service and operational efficiency.Collaborate with other departments to ensure efficient communication and coordination of activities.Maintain a professional and positive image of the bank with customers. Show less