SOMNATH BURMAN
Auckland
Summary
Banking professional with comprehensive experience in financial services and client management. Skilled in financial analysis, risk assessment, and regulatory compliance. Strong focus on team collaboration and consistently achieving results in fast-paced environments. Known for adaptability and reliability, with keen eye for detail and strong interpersonal skills.
Overview
26
26
years of professional experience
Work History
Customer Solutions & Banking Specialist
BNZ
08.2018 - Current
- Discuss customer needs and process customer lending applications following CCCFA guidelines
- Maintain a high level of professionalism and adherence to regulatory guidelines in all customer interactions
- Delegated authority to lead team, handle customer disputes, approve refunds, and mentor senior agents for team growth
- Resolved complex inquiries using CRM systems, improving response time and accuracy.
- Enhanced team performance by providing targeted coaching and training, leading to improved service delivery and a collaborative work environment.
- Collaborated with cross-functional teams to streamline operational processes and enhance service delivery.
- Led team discussions and briefings, ensuring seamless branch operations in the manager's absence, enhancing team collaboration.
Acting Team Leader and Customer Relations Manager
Baycorp NZ
08.2010 - 06.2018
- Developed and delivered training programs on products, processes and policies for new and existing agents.
- Managed around sixteen agents in a team and collected debts for Australian and New Zealand based clients
- Managed portfolios of contingency and purchased debts, disputes, litigation and skip accounts
- Led successful pilots for Evening Weekend teams and Key Government and institutional projects.
- Drove team performance by ensuring agents met individual and collective targets monthly.
Team member and Relief Team Leader
J.P. Morgan Chase Bank
01.2004 - 01.2005
- Took Customer escalations and assisted agents on the floor
- Provided product training to agents and assisted them in delivering maximum efficiency
- Helped customers on various Chase products, like Balance transfers, insurance and upsell them to existing and new customers thereby increasing sales and building rapport with the customers
- Assisted agents, provided training, resolved disputes, liaised with departments
Credit Collections Manager
ICICI Bank
08.2000 - 04.2003
- Led in-house collections team and external agencies, enhancing recovery rates through strategic process improvements.
- Developed and implemented collection strategies to minimize delinquency and optimize cash flow.
- Directed strategic management of corporate client portfolios, focusing on high net worth individuals and write-off accounts to enhance financial performance.
- Coordinated interactions with different collection agencies to ensure efficient debt management and resolution.
- Oversaw analysis of diverse product portfolios and facilitated assignments to external agencies. Developed comprehensive weekly and monthly reports to inform stakeholders.
- Designed and executed promotional initiatives to retain customers and boost satisfaction levels.
- Oversaw competitive initiatives and campaigns among collection agencies.
- Cultivated relationships with new agencies and retained top-performing partners while strategically eliminating non-performing entities.
Education
FINSIA Accredited Certification
2023
Bachelor of Commerce - NZQA- level 7
Mumbai University
Career Qualified in Banking (CQiB) Program -
FINSIA Accredited Certification
2023
Skills
- Interpersonal & customer relationship management
- Financial services & loan processing expertise
- Strategic portfolio oversight & analytics
- Collection applications & debt management
- Branch operations & management
- Leadership & team coordination
- Conflict resolution & problem-solving
- Sales & product promotion
Accomplishments
- Led pilot for Baycorp's Evening Weekend team, achieving successful implementation and positive outcomes
- Recognised by Head of Collections, BNZ, for exceptional customer service
- Awarded for excellence in customer satisfaction and sales, J P Morgan
- Successfully completed pilot debt collection projects for government portfolios
- Promoted to lead teams and coach staff due to proven success record, demonstrating leadership potential
- Built extensive experience in finance, having worked with leading banks and financial institutions, developing expertise in the sector
Timeline
Customer Solutions & Banking Specialist
BNZ
08.2018 - Current
Acting Team Leader and Customer Relations Manager
Baycorp NZ
08.2010 - 06.2018
Team member and Relief Team Leader
J.P. Morgan Chase Bank
01.2004 - 01.2005
Credit Collections Manager
ICICI Bank
08.2000 - 04.2003
FINSIA Accredited Certification
Bachelor of Commerce - NZQA- level 7
Mumbai University
Career Qualified in Banking (CQiB) Program -
FINSIA Accredited Certification