1. Dear Sir / Madam,
I am a Senior Banking officer at First Gulf Bank, a Business Administration graduate
with over 10 years of comprehensive work experience in Client Retention and banking
operations. During this time, I have gained a thorough understanding of debt
management and the credit systems that help me make excellent decisions. I also have
exceptional research and managerial skills, which are very important in order to be
successful in this profession. I know the industry inside and out and stay updated with
all the latest technology used in making financial analysis.
I have exceptional computer skills with the ability to fill out reports and keep accurate
records. I have a straightforward but pleasant attitude with the ability to explain financial
information in such a way that it is easy for anyone to understand.
I know that I can be a great asset to your company and help you reach your financial
goals. I have included my resume with a more detailed look at my education, work
history and personal skills that are relevant to this position.
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2. Please call +971503823166 to arrange an interview where we can discuss this position
in person. I hope to meet with you soon.
Yours faithfully
Vinoy Varkey
VINOY VARKEY
Contact: 050-3823166
Email: vinoyvarkey@yahoo.com
AvailabilityAvailability Willing to relocate and available to start with immediate effect
Career SummaryCareer Summary
• Currently serving as a Sr. Retention Specialist, Retail banking at First Gulf bank.
• A business administration graduate with over 10 years of comprehensive work
experience in Client support and banking operations with exceptional computer
skills.
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3. • Possess a thorough understanding of the use of Management Information
System (MIS) in making operational, tactical and strategic decisions in Banking.
• Consistently awarded best performer and nominated for various trainings for
banking related to banking operations.
• Specialized in managing customer exit requests and identifying possible ways of
retention by applying the retention tools to minimize attrition and manage
customer expectations and communications efficiently.
• Received most number of customer appreciation emails and thereby bagged
‘Service Quality Champion’ on several occasions.
• Currently undergoing 6 sigma training at FGB Business School.
• Worked with telesales units to develop incentive and sales programs to drive
acquisition. Liaised with the Sales Managers to ensure proper and timely
execution of promotions by sales staff.
• Keen understanding of the formalities and implementation of Quality Systems
and excellent skills in complying with the norms of Regulatory Authorities.
• Delivered superior service by working with Customer Service units, Operations
and Technology to develop back end fully tuned to business, market and
consumer needs.
Educational QualificationsEducational Qualifications
• MBA- Major in Marketing 2011
• Bachelor of Science - 2001
LanguagesLanguages
• Fluent in Speaking, Reading and Writing English and Hindi
• Working Knowledge of Arabic,
Relevant ExperienceRelevant Experience
June 2015 – Present First Gulf Bank Abu Dhabi, U.A.E
Sr. Retention Specialist (Customer Care Unit, Alternate and Digital Channels)
Job Responsibilities
• Manage a client retention team handling sensitive customer requests and complaints
including High Net worth Individuals and wealth management clients.
• Formally address the inquiries from central bank, social media, news media etc
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4. • Specialized in managing customer exit requests and identifying possible ways of
retention by applying the retention tools to minimize attrition and manage customer
expectations and communications efficiently.
June 2012 – May 2015 First Gulf Bank Abu Dhabi, U.A.E
Sr. Client Relations officer (Customer Care Unit Direct Banking)
Job Responsibilities
• Manage a client relations team handling all customer requests and complaints.
• Engage and interact with customers over the phone and directly to build awareness
about the credit card product, features, benefits, promotions and campaigns with the
objective to enhance the usage of card and card related services.
• Clarify and explain procedures to promote various card related services and gather
customer feedback over the telephone
• Identify sales and service opportunities and refer to business development team.
• Provide promotional offers, upgrade, limit increase and other service campaigns,
customer feedback campaigns, cross sell/upsell campaigns and retention
campaigns and relationship restoration campaigns.
Jan 2009 – June 2012 First Gulf Bank Abu Dhabi, U.A.E
Credit Analyst Retail Banking (Smart Loans and Credit Cards)
Job Responsibilities
• Assess credit applications from individuals/small businesses, evaluating
the information to help determine the applicant’s character and ability to honor its
obligations.
• Management of support team consisting of Junior Credit Analysts, Contact Point
Verification staff, Pre-screening Clerks and Data Entry Operators.
• Proactively identify forged documentation and other potential frauds and refer the
same to the Fraud Management Unit.
• Assist Sales Team Managers with loan requests and make recommendations
regarding modifying loan structure, determine appropriate counteroffers to the
borrower.
• Monitor the exception level on a daily basis to ensure exceptions remain within
the limits as per the product policy.
• Closely monitor policy concerns encountered by self and the team, highlighting
these with suggested amendments to the policy manager in monthly meetings.
• Assist the Credit Manager on daily basis as required and when designated as an
Acting Team Leader.
June 2006 – Jan 2009 First Gulf Bank Abu Dhabi, U.A.E
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5. Card Processor, Credit card operations
Job Responsibilities
• Analyze and process credit card applications from Salaried and Self Employed
clients. Proactively identify forged documentation and other potential frauds and
refer the same to the Fraud Management Unit.
• Take well-judged decisions within the delegated approval limits ensuring
adherence to the established policies and credit guidelines while meeting
individual and departmental objectives for productivity targets, quality, and
turnaround time.
• Supervise, train & organize the team consisting of Junior Credit Analysts,
Contact Point Verification staff, and Pre-screening Clerks ensuring efficient
operation of the department at all times.
• Assist Sales Team Managers with loan requests and make recommendations
regarding modifying loan structure, determine appropriate counteroffers to the
borrower and clear any pending conditions.
• Work in close coordination with the Collections and Policy unit. Assist the Credit
Initiation Manager to conduct monthly reviews of the rejected applications and
delinquent accounts.
• Identify potential credit risks, provide feedback to the Policy Development and
assist in developing and reviewing the policy guidelines in line with market
requirements and delinquency rates.
• Compile and prepare weekly and monthly reports such as TAT reports, Rejection
/ Cancellation Review reports, Deviations Report and Staff Productivity Report.
• Track Errors committed by each analyst and provide policy/process training to
team member committing repeat errors.
Professional TrainingsProfessional Trainings
• Risk Analysis and Fraud Control
• Focus on Risk Management
• Anti-Money Laundering
• Basics of Credit Analysis
• Fundamentals of Consumer Banking
• Customer Service Orientation
• Negotiation Skills
• 6 Sigma training
• Advanced MS Excel
StrengthsStrengths
• Credit Initiation, Fraud Management , Policy Design and Implementation, Quality
Assurance, Collections and Recovery, Product Development & Marketing,
Customer Services
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6. • In-depth knowledge and experience in handling various Retail Banking products like
Mortgages, Personal Loans, Small Business Loans, Auto Loans, Credit Cards etc
• Computer literate with strong proficiency in the use of MS Office software
• Able to work in a Calm, mature and tactful manner with sensitivity to cross-cultural
issues; discretion in dealing with sensitive information.
• Demonstrated ability to work under pressure, independently and as a cooperative
team member.
• Able to work comfortably with a diverse staff and various levels of management.
• Quick Learner with good comprehension and implementation experience of all
relevant regulations, programs and policies.
• Efficiently manage customer exit requests and identify possible ways of retention
and apply the retention tools to minimize customer attrition and manage customer
expectations and communications efficiently.
• Possess good understanding of banking products, policies and systems, have good
negotiation skills.
Other Service ExperienceOther Service Experience
-
Employers First Gulf Bank, Abu
Dhabi, UAE (2006-Till
date)
US Healthcare,
Bangalore, Humana
Medical Ins.co.
India(2004-2006)
Apollo Hospitals,
Chennai, India
(2003-2004).
..
ReferencesReferences Can be furnished upon request
-
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7. • In-depth knowledge and experience in handling various Retail Banking products like
Mortgages, Personal Loans, Small Business Loans, Auto Loans, Credit Cards etc
• Computer literate with strong proficiency in the use of MS Office software
• Able to work in a Calm, mature and tactful manner with sensitivity to cross-cultural
issues; discretion in dealing with sensitive information.
• Demonstrated ability to work under pressure, independently and as a cooperative
team member.
• Able to work comfortably with a diverse staff and various levels of management.
• Quick Learner with good comprehension and implementation experience of all
relevant regulations, programs and policies.
• Efficiently manage customer exit requests and identify possible ways of retention
and apply the retention tools to minimize customer attrition and manage customer
expectations and communications efficiently.
• Possess good understanding of banking products, policies and systems, have good
negotiation skills.
Other Service ExperienceOther Service Experience
-
Employers First Gulf Bank, Abu
Dhabi, UAE (2006-Till
date)
US Healthcare,
Bangalore, Humana
Medical Ins.co.
India(2004-2006)
Apollo Hospitals,
Chennai, India
(2003-2004).
..
ReferencesReferences Can be furnished upon request
-
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