Trupti Patel

Handling RBI customer complaints and regulatory escalations within stipulated TAT. Coordinating with Principal Nodal Officer (PNO) and Internal Ombudsman for timely and accurate responses to RBI queries. Ensuring complete customer resolution while maintaining regulatory compliance. Preparing and presenting Root Cause Analysis (RCA) reports to PNO and MD, highlighting systemic gaps and corrective actions. Sharing customer feedback and insights with relevant departments to drive service improvements. Identifying process improvement and training requirements and maintaining a monthly improvement database.

Managed escalations from MD Office, IRDAI, DARPG, and NCH. Ensured customer complaints were resolved within regulatory TATs with clear communication. Conducted detailed RCA of high-impact and recurring complaints and presented findings in MD reviews. Prepared and presented analytical reports to the Standing Committee and Customer Service Committee of the Board. Collaborated with internal teams to implement corrective actions and prevent complaint recurrence. Captured training and process enhancement requirements for monthly reporting.

Handled MD/CEO-level customer escalations for Retail Liabilities. Acted as a bridge between customers and internal stakeholders to deliver end-to-end resolutions. Analyzed customer feedback, complaints, surveys, and audits to identify improvement opportunities. Presented insights to Board-level committees to drive service excellence initiatives. Led capacity-building initiatives for front-end and back-end teams to improve service quality.

Handled and resolved UK customer queries and complaints via live email support. Conducted RCA on recurring issues and shared recommendations for service improvement. Supported quality enhancement initiatives and customer satisfaction programs.

Managed escalations for Head Card Services and Nodal Officer Team. Delivered end-to-end complaint resolution and customer retention. Worked on Talisma, ECS, ACS, and LOS systems. Supported Phone Banking Officers and coordinated cross-departmental resolutions. Retained customers requesting credit card cancellation. Generated MIS reports and customer documentation (NDC, cancellation letters, interest sheets). Handled premium customer queries via email and outbound calls. Managed follow-ups and case closures in Talisma.

Managed branch expenses, payment data, and employee transfer claims. Coordinated with branches and senior management (AGM/DGM) for payment processing.