Grace Stephenson
Mumbai
Summary
Experienced professional adept at managing Banking Ombudsman complaints across diverse regions. Proven track record of ensuring timely resolution and regulatory compliance. Skilled in investigating customer queries, driving process improvements, and optimizing efficiency. Seeking to leverage expertise in complaint management to contribute effectively to a dynamic organization..
Overview
23
23
years of professional experience
1
1
year of post-secondary education
Work History
Asst Vice President
IndusInd Bank Limited
03.2016 - Current
- Handled diverse Banking Ombudsman regions including Chennai, Bhubaneswar, Guwahati, Raipur, and Mumbai during Buddy up.
- Facilitated customer grievance resolution by addressing complaints received through various channels such as branch walk-ins, service requests (e.g., Mobile and Internet banking), and email channels (e.g., Reach Us, Customer Care).
- Ensured timely response to customer grievances within 30 days, adhering to regulatory guidelines.
- Submission of cases with a detailed RCA and resolution given by bank to Banking Ombudsman
- Investigated and interpreted customer queries, identifying service deficiencies and ensuring alignment with RBI's integrated scheme.
- Liaised with internal departments to obtain case resolution and ensure adherence to bank's standard operating procedures.
- Assisted with process improvement by identifying operational issues, suggesting potential solutions and supporting implementation.
- Prepared comprehensive documentation for Banking Ombudsman, outlining customer issues and corresponding resolutions.
- Managed cases of wholly or partially rejected complaints, escalating to the Bank's internal Ombudsman as per regulatory requirements.
- Leveraged RBI circulars and bank policies to support responses on the RBI CMS portal and collaborated with RBI officials and BO representatives to address further requirements and discuss case specifics.
- Collaborated with Direct Channels team to address issues such as customer authentication and fraud cases, ensuring accurate and complete information.
Team Leader
Xchanging Business Solutions
04.2015 - 02.2016
- Built strong relationships with customers - AON UK, through positive attitude and attentive response
- Mentored and guided employees to foster proper completion of assigned duties
- Provided constructive criticism regarding quality assurance
- Developed an in-depth understanding of the technical aspect of the Pre-Renewal /policy servicing activities
- Initiated timely response to emails, voicemails and written correspondence.
Senior Specialist - Claims
Willis Processing Private Limited
10.2001 - 07.2014
- Supported department leadership in implementing new policies, procedures and controls
- Identified areas in need of critical improvement and implement strategies to achieve targets
- Attended training programs and Products specializing in Property and Casualty claims for UK process
- Creating and validating claims information onto the Eclipse claims portal
- Studying and interpreting client’s business placement diagram, independently interacting with UK and internal stakeholders, for claims settlement negotiation.
Education
Bachelor of Commerce -
Mumbai University
01.1999 - 04.2000
Licentiate in Indian Insurance - undefined
Indian Institute of Insurance
Skills
Staff Management
Negotiation
Interpersonal Communication
Written Communication
Training and Development
Organization and Time Management
Leadership
Critical Thinking
Problem-Solving
Business administration
Timeline
Asst Vice President
IndusInd Bank Limited
03.2016 - Current
Team Leader
Xchanging Business Solutions
04.2015 - 02.2016
Senior Specialist - Claims
Willis Processing Private Limited
10.2001 - 07.2014
Bachelor of Commerce -
Mumbai University
01.1999 - 04.2000
Licentiate in Indian Insurance - undefined
Indian Institute of Insurance