Rochelle Fernandes
Dubai
Summary
Young and enthusiastic professional with 8 years of experience with proven competencies in developing excellent relations with clients, colleagues and leadership teams, driving business solutions with profit centered aptitude. Proven problem solving and analytical thinking skills, with a fast-learning curve and highly adaptable to evolving industry trends, resilient, combined with commitment, optimism and a compelling vision of the future. Easy to work with, efficient and determined, capable of multi-tasking in fiercely competitive and fast-paced environment without compromising quality and timeliness, also proficient in delivering service with excellent level of loyalty and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Personal Banking Service Officer and BOR
RAKBANK
12.2023 - Current
- Provides specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction complying to the Staff Code of Conduct at all times to ensure a positive image of the Bank
- Conform to the requirements of BCM
- Maintains awareness of the branch's Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption
- Develops and maintains new and existing relationships with other departments/customers/suppliers/contractors to support the achievement of business objectives
- Conform to the standards/policies of RAK BANK Quality Management System
- Adhere to the Service Standards of the Bank and be fully compliant with it.
- Scrutinize and process Cheques as pr the process outlined on Operating Procedures and ensure that all the mandatory reports and reconciliations are performed on daily basis with nil errors.
- Provide support to handle the branch operations in order to achieve operational efficiency of the branch.
- Ensure all transactions and other routine processing is done as per laid down operating procedures and Central bank guidelines and ensure due diligence is carried out with respect to money laundering and other regulatory requirements.
- Being proactive in a wide range of customer enquiries and issues , resolving these or escalating as appropriate.
- Maintain awareness of the branch Business Continuity Plan and undertake appropriate training to ensure correct action is taken in the event of an incident or disruption.
- Support data collation by utilizing specified data gathering and analysis techniques , identify relevant information as instructed by seniors, develop, review and submit management information reports to seniors while ensuring the accuracy and timely delivery of information.
- Perform assigned operational tasks and ensure adherence to timescales and high degree of accuracy whilst providing excellent customer service and adhering to all appropriate process and procedures.
Business Support Officer
RAKBANK
01.2021 - 12.2023
- Evaluating and analyzing all Business Banking Credit applications in accordance with BBGs and Credit policies
- Maintaining excellent customer service at all times
- Performing credit initiation checks: exposure checks/internal control/deduce checks, bank statement analysis and preparing credit checklist with appropriate observations
- Evaluating / analyzing all Business Banking Credit applications including underwriting of Trade working capital Limits (Non AFS Back), Term Loan against Property Back and in back up capacity for other Business loan products in accordance with BBG's and Credit Policy (applicable for SME and Corporate profiles) Evaluation of the potential as well as existing clientele based on in-depth analysis of their business Evaluating the credit and facility Risk rating under the MRA model
- Relationship building & Customer service managing
- Developing and maintaining new and existing relationships with various departments/customers/contractors to support the achievement of business objectives
- Following up with customers for obtaining various documents required for renewal of Banking facilities, disbursement and resolving documentary & Trade Finance deficiencies
- Managing and monitor all MIS, portfolio review functions across the Business Banking Department on regular basis
- Carrying out all MIS related tasks for the department within the agreed timescale and with a high degree of accuracy
- Performs all the other duties or tasks as required or instructed by the line manager to support the smooth operation of the branch
- Assist to train new recruits
- Participated in training of new systems like perfios and FTS.
Credit Analyst
RAK Bank
03.2016 - 07.2020
- Analyze credit data and financial statements to determine the degree of risk involved in extending credit or lending money
- Perform Credit Initiation Checks and complete the credit checklist
- Provide quality credit TAT service to branches/ Sales as per SLA
- Attend branches and direct sales queries
- Assist to train new recruits
- Confer with credit association and other business representatives to exchange credit information
- Prepare reports that include the degree of risk involved in extending credit or lending money.
Risk Management Analyst
JP Morgan & Chase
09.2014 - 07.2015
- Maintaining security of credit cards and minimizing fraud losses
- Ability to identify potential fraud related concerns and follow up to resolve such issues
- Dealing in Fraud applications, lost stolen cases, account takeovers and protecting customers ensuring they have a zero-fraud liability on their cards
- Extensive knowledge of current fraud issues and trends
- Checking high dollar transactions, verifying the same with the customer to ensure no fraud losses occur
- Ensuring customers are able to use their cards while travelling, making travel notifications, ensuring clearances are given and that there are no declines
- Cultivated and strengthened relationships with new and existing clients
- Handled the day-to-day running of queries, ensuring high levels of productivity and customer satisfaction.
Customer Service Representative
TATA Consultancy Services
12.2013 - 08.2014
- Senior Customer service advisor for CITI Bank Australia
- Fielded diverse customer questions and resolved issues effectively and efficiently
- Performed in-depth research to answer more complex questions
- Obtained information to resolve customer inquiries
- Answered customer telephone calls promptly to improve on-hold wait times
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns
- Assisted customers by answering questions and solving problems
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Worked under strict deadlines and responded to service requests and emergency call-outs.
Education
Higher School Certificate -
Jamnabai Narsee School
01.2011
Skills
- Enthusiastic
- Creative by nature
- Calm under pressure
- Quick learner
- Team player
- Written and verbal communication
- Problem-Solving
- Active Listening
- Document Management
- Customer Service
- Emergency Response Coordination
Visa Status
Employment Visa
Dob
07/18/92
Languages Spoken
- English
- Hindi
- Konkani
Personal Information
- Nationality: Indian
- Marital Status: Single
Timeline
Personal Banking Service Officer and BOR
RAKBANK
12.2023 - Current
Business Support Officer
RAKBANK
01.2021 - 12.2023
Credit Analyst
RAK Bank
03.2016 - 07.2020
Risk Management Analyst
JP Morgan & Chase
09.2014 - 07.2015
Customer Service Representative
TATA Consultancy Services
12.2013 - 08.2014
Higher School Certificate -
Jamnabai Narsee School
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