JAY SHROFF

HR professional with hands-on experience managing the end-to-end Leave of Absence (LOA) process on Oracle for internal colleagues. Skilled in processing various types of leave including maternity, paternity, adoption, and long-term sickness, in compliance with the organizational policies and statutory regulations.

Responsible for accurately tracking the leave system, managing colleagues' maternity, paternity, and adoption leave from end to end. Ensures timely case resolution and seamless coordination with payroll and HR teams to minimize errors and enhance the overall employee experience.

• Offer the best possible customer delight at all times by way of exhibiting best qualities like listening, acknowledgement, empathy, helpfulness and most importantly customer centricity.
• Tracking Customer Satisfaction and maintaining the high service quality standards - Consistency in experience backed up by constant monitoring and necessary enhancements.
• Maintaining a high (90%-100%) level of revenue assurance from assigned projects.
• Collections: Customer Experience, Mid-Income & Affordable Housing : Level 3C

• Assisting customers through inbound calls, on-line chats & e-mail for opening & funding accounts.
• Creating awareness to clients of different features of the Trader Workstation.
• Verifying documents required for online procedures & follow up with customers for completion of documentation.
• Proactively communicates in a timely manner with external customers and educates them on margin requirements.
• Close looping trade issues and order executions.
• Handling the securities regulations impact on customers.
• Obtaining a thorough knowledge of products offered by IB on various global exchanges.
• Customer Service

• Managed fraud risk mitigation strategies through advanced analytics by attending complaints regarding fraud of credit cards.
• Scrutinized & analysed client accounts for risk, based on recent activity and known fraud trends.
• Worked with cross-functional departments to bring about a one-call resolution for our clients.
• Identified high-risk transactions within the business portfolio.
• Resolved the complaints by replacing the card when the situation warrants.
• Ongoing engagement with senior leaders within operations & risk groups.
• Credit Card Fraud

• Managed Customer Queries regarding waiving off shipping charges, free allowances, billing-related queries, etc.
• Resolved challenges in order to enable results by responding & escalating issues involving technology & process breakdown.
• Motivated team members by maintaining strong staff relations.
• Followed up with customers to increase satisfaction levels by taking continuous feedback.

• Collections