Prerna Bhatia

Experience

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  HDFC Bank

  Feb 2011 - Aug 2012

  CSD EXECUTIVE

  • Handling Corporate Service desk• Opening of Corporate Accounts, FDs and providing other related services. • Accountable for resolving queries and issues of customers at all HDFC Bank branches related to Corporate banking ,escalation queries including over the phone, mails and walk in customers.• Efficiently implementing processes related to issuance of Cheque books, clearing transactions, address change, activation of Corporate Internet Banking and Account opening related queries received from corporate customers.• Managing the CMS (Cash Management Services) including response to customer mails and downloading the transaction reports.• Scrutiny and verification of documents and account opening forms to ensure strict compliance to KYC norms prescribed by the Bank. Show less

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  Noor Bank

  Aug 2014 - Apr 2018

  Senior Officer Card Operations

  • Processing Credit card payments and recoveries.• Handling reconciliation of payments and adjustments.• Booking Easy Cash and Balance Transfer Requests.• Settlement and closure of Credit cards.• Handling new projects and testing under UAT environment and ensuring timely handover in production with expected results.• Handling cardholder disputes for UAE switch transactions and ensuring timely resolutions.• Monitoring and authorizing UAE switch settlements and reports.• Issuance of Credit cards after scrutiny of Tawaruks received.• Booking of corporate cards• Handling selling procedure of commodity to treasury.• Processing of various card service requests (such as data updation, Credit shield subscription and unsubscription, statement subscription, replacement and renewals)• Ensure validity of customer requests / instructions is in accordance with agreed policies & standards and updating on the system accordingly.• Addressing to customer queries via email from various branches and other departments.• Ensuring timely and effective closure of requests.• Assist and support other banking staff in their tasks.• Reward customers with cash back on Debit & Credit cards for all valid purchases based on customer requests.• Maintaining MIS of post-dated cheques and forwarding the same for clearing.• Setting up standing instructions / auto-debit instructions for Credit card payments on due dates.• Manager’s Cheque Issuance for Credit balances on cards.• Processing utility bill payments received and reconciliation. Show less

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  Noor Bank

  Jun 2018 - now

  Senior Officer- Customer Experience

  • Handling complex customer complaints.• Develops and implements customer experience standards, policies and procedures designed to meet and support the journey of the customer within the bank• Identifying pain points and propose solutions to enhance customer experience.• Identifying process gaps in various departments of the bank and working on it as a project to close the same• To collaborate with key customer stakeholders and internal teams to develop and execute on customer specific strategies. Ensuring maximized and sustained value through the entire customer journey• Explore and advice executive management on potential new channels for customer engagement.• Analyze data of complaints and communicate solutions to minimize the same.• Initiate and analyze various customer surveys and communicate results to the relevant stakeholders. Show less