Ruchi Gaur
Summary
Motivated Banker with experience advising clients on investment strategies, retirement planning and financial planning. Strong background in understanding financial markets, financial products and risk management. Proven track record in helping clients meet financial goals through sound advice and effective portfolio management.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Wealth Manager
SEGURO
10.2023 - Current
- Providing exceptional customer service to clients
- Assessing client financial needs and developing comprehensive financial plans
- Analyzing financial data to determine client’s risk capacity and investment objectives
- Reviewing and monitoring client investments
- Developing and managing client relationships
- Ensuring that all financial regulations and compliance standards are met
- Conducting research on new products and services
- Developing and managing client portfolios
- Providing accurate, timely and actionable advice to clients.
Customer Service & Quality Control Analyst
Citibank
08.2019 - 06.2023
- Extensive work is performed on Local & International Customer Service, NPS & SPR reviews which includes investigating, tracking & resolving client complaints with the agreed timelines
- Call back and call monitoring for assets and wealth products includes such as portfolio/ FX/ cards/Insurance
- MI and analysis on daily, and monthly basis to maximize value of relationships
- Finding quick resolution for complex situations and remain focused on client satisfaction
- Ability to perform end to end root cause analysis and introduce rectified processes
- Basis findings, responsible to perform analysis on Net Promoters score (NPS) and present to the management
- Excellent knowledge on identifying clients before onboarding and the documentation requirement
- Ability to identify and analyzing the financial impact of losses to the organization and customers
- Possess project management skills from conceptualizing stage to initiate, planning, perform and monitoring
- Call backs and call monitoring for Sales & Distribution channels on monthly basis to ensure policy adherence and customer fairness
- Working closely with Operation, Product, Credit, Compliance, Risk, AML, Fraud & Sales
- Awareness of relevant regulatory requirement and framework/Reporting
- Periodic reviews and monitoring performed on the activities and results shared.
Customer Service Analyst
Citibank
01.2019 - 07.2019
- Monitor Telemarketing calls related to all products offered by the team
- Ensure strict vigilance on the calls from a Quality/Controls perspective
- Strive to constantly improvise the quality of the calls by keeping the team updated with the latest changes in policies/procedures
- Formalize and conduct regular/ innovative training sessions for the teams across bank
- Maintain a periodic trending analysis based on the performance of individual team members
- Stay updated with the product changes/requirements and to be able to enhance the same
- Identify the grey areas pertaining to policies/procedures and help streaming the same
- Observe recurring problems and to highlight trends to relevant authorities
- Pro-actively take the necessary steps/actions to ensure strict compliance of the requirements on the calls from a quality/control perspective
- Manage the complaints resolution process for S&D end to end
- Identify bottlenecks and resolve them accordingly and recommend ideas for enhancements
- Carry out a NPS deep dive and assess the feedback
- Prepare meaningful analysis and share with the respective sales heads.
Senior Relationship Officer
Citibank
08.2014 - 12.2018
- Selling a range of products and services to existing client of UAE and BAHRAIN
- Possessing a strong commercial acumen and having a proven track record in closing deals over the telephone
- Having an in depth understanding the importance of customer service and recognizing the need to balance profitable growth with customer satisfaction
- Addressing all the digital queries customer may have related to asset products or related to CBOL and MBOL
- Closing sales and making plans to gain repeat business
- Act as a back up to the team leader and manage the team in her absence
- Ensuring all the other department related or administrative duties were fulfilled.
Education
Bachelor of Commerce (B.Com.) - Business/Commerce
Diploma of Education - Business Administration and Management
Skills
- Futures Trading
- Securities Analysis
- Excellent communication skills
- Strong focus on customer service
Certification
- UAE laws & Regulations, The chartered institute for securities & Investment (CISI)
- CISI level 3 Certification in Wealth & Investment Management, In Progress
Accomplishments
- Winner Citibank Country of Business Manager Award for Q1-2022 Category “collaborative".
- Employee of the month awards.
Timeline
Wealth Manager
SEGURO
10.2023 - Current
Customer Service & Quality Control Analyst
Citibank
08.2019 - 06.2023
Customer Service Analyst
Citibank
01.2019 - 07.2019
Senior Relationship Officer
Citibank
08.2014 - 12.2018