Retail Banking Operations | Customer Relationship & Sales

Professional Summary

Customer-focused banking professional with 4+ years of experience in branch operations, customer service, and relationship management. Skilled in account opening, KYC/documentation, transaction processing, service request handling, audit/compliance support, MIS reporting, and cross-selling to support portfolio growth.

Skills

Skills:

Account Opening & KYC/AML
Branch Operations & Transaction Processing
Customer Service & Relationship Management
Sales & Product Knowledge
Banking Systems & Tools
Reporting & Analytics
Productivity
Certification

Experience

Jana Small Finance Bank Ltd, Lajpat Nagar, New Delhi 09/2025 – Present

Customer Relationship Executive Managed end-to-end customer servicing including account opening, query resolution, and service request handling with accuracy and quick turnaround; Processed KYC verification and maintained audit-ready records in the core banking system; Assisted in loan processing and coordinated documentation with internal teams; Prepared daily MIS and operational reports for reconciliation and branch performance; Supported sales and cross-selling by identifying customer needs and recommending products
- Built scalable distributed processing services
- Improved reliability with automated observability pipelines
Equitas Small Finance Bank, Lajpat Nagar, New Delhi 11/2022 – 11/2025

Customer Service Officer Processed daily banking transactions (deposits, withdrawals, transfers, clearing, cheque handling) with strong controls; Managed ATM cash loading/offloading and branch reconciliations; Handled customer concerns and ensured timely resolution; Maintained accurate transactional records and compliant documentation; Supported customer portfolio management and branch sales initiatives
- Delivered notification, recommendation, and analytics modules
- Reduced incident volume through fault-tolerant architecture
ICICI Bank Ltd, Saket, New Delhi 07/2021 – 11/2022

Relationship Manager Managed customer relationships, account opening and onboarding documentation; Supported daily operations including bank balancing and cheque clearing; Handled locker operations, fund transfers and remittances while ensuring compliance; Processed and tracked service deliverables to ensure timely closure; Identified opportunities to support target achievement and book growth
- Delivered notification, recommendation, and analytics modules
- Reduced incident volume through fault-tolerant architecture

Projects

QuantSoft Toolkit

Open source

Lead Maintainer Finance Analytics
- Published a Python toolkit for portfolio analysis and backtesting
Data Visualization Stack

D3.js + React

Contributor Product Analytics
- Built reusable visualization modules for product telemetry

Leadership & Activities

Technical Mentorship Program 2023 - Present

Mentor Community
- Guided early-career engineers on system design and interviews

Education

Indira Gandhi National Open University (IGNOU) M.A. Political Science

2018 – 2020 2018 – 2020
- GPA: 4.00
- Specialization in systems and machine learning
Gargi College, Delhi University B.A. Programme

2014 – 2017 2014 – 2017
- Minor in economics and quantitative methods
Govt. Girls Sr. Sec. School 12th (CBSE)

2014 2014
- Minor in economics and quantitative methods
Govt. Girls Sr. Sec. School 10th (CBSE)

2012 2012
- Minor in economics and quantitative methods

Awards

Engineering Excellence 2024

Internal Recognition Google
- Recognized for measurable platform performance improvements

Interests

Interests: