Surbhi Jain
Riverhead,New Zealand
Summary
Dynamic customer specialist with expertise in credit management and KYC analysis. Achieved consistent service delivery targets by leveraging strong analytical capabilities to provide tailored onboarding solutions. Committed to fostering exceptional customer experiences and building long-lasting relationships.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Customer Specialist / Associate KYC Analyst
ASB
Auckland
2023 - Current
- Facilitated customer onboarding and analyzed KYC for individual and business clients.
- Achieved service delivery targets while maintaining professionalism and providing comprehensive end-to-end solutions.
- Promoted and educated core products and services by uncovering customer needs through discovery questions.
- Resolved customer complaints through effective communication and problem-solving.
- Collaborated with team members to enhance customer satisfaction.
Relationship Manager / Credit Manager
Yes Bank
India
02.2019 - 11.2022
- Reviewed loan requests, assessing clients' financial status and creditworthiness to ensure responsible lending.
- Maintained updated records of loan applications and conducted KYC activities to effectively onboard new customers and ensure compliance.
- Coordinated with internal bank staff and external customers for timely transaction follow-ups, enhancing customer satisfaction.
- Held regular meetings with existing clients while acquiring new business clients.
Assistant Relationship Manager
Sumitomo Mitsui Banking Corporation
India
05.2018 - 01.2019
- Supported relationship managers in onboarding new customers by efficiently completing KYC activities.
- Handled Japanese customer transactions and documentation, including loans, fixed deposits, remittances, letters of credit, and bank guarantees.
- Coordinated document follow-up and transaction closure between customers and bank staff to streamline processes.
- Monitored compliance with internal and external requirements to maintain regulatory standards.
Service Delivery Manager
IndusInd Bank Limited
India
06.2016 - 09.2017
- Increased sales through superior customer service to existing and prospective clients.
- Managed trade and non-trade related banking operations at branch level.
- Established uniform procedures to guarantee consistent customer experiences.
- Coordinated monitoring and auditing processes for service delivery efficiency.
Retail Store Manager
Vodafone Mobile Services Ltd. (Vodafone Group)
India
03.2015 - 03.2016
- Streamlined day-to-day functions and customer handling processes to enhance operational efficiency.
- Planned and organized store activities, administering initiatives that improved overall performance.
- Demonstrated sensitivity to needs of culturally diverse populations.
- Ensured proper authentication of customer IDs to maintain privacy standards.
- Facilitated submission of forms and weekly reports to district headquarters while maintaining accurate documentation.
Internship
Vardhman Textiles Limited
India
05.2014 - 07.2014
- Executed 12 customer feedback projects on Vardhman's product line, employing various research methodologies.
Education
Masters in Business Administration - Human Resources & Marketing
IMS UNISON University
Dehradun, India01-2015
Bachelors in Business Administration -
GGSIP University
New Delhi, India01-2013
Senior Secondary and Secondary School -
Vivekanand School
New Delhi, IndiaSkills
- Client management
- Regulatory awareness
- Customer expertise
- Banking systems
- Quality assurance
- Risk assessment
- Process optimization
- Communication skills
- Problem-solving
- Fast-paced adaptability
- Business acumen
- Strong work ethic
- Resilience under pressure
Certification
• RABQSA Certified certificate from SIX SIGMA for the Green Belt program from BENCHMARK SIX SIGMA.
• Certificate of Achievement received at the national level R n R of ‘Sumitomo Mitsui Banking Corporation’ for Deal Cracker on 05/01/18.
• Awarded in the zonal R n R of ‘IndusInd Bank Ltd.’ for extraordinary performance and contribution in MF (Mutual Funds) for the month of 05/01/17.
• Ranked 40th in the All India ranking and 8th in the Northern India ranking for Best Service Delivery Managers for the quarter 04/01/17 – 06/30/17.
• Certificate from the NIIT Program - SWIFT for professionals using Microsoft Word, Excel, PowerPoint, and Outlook.
• Certificate from IIT Mumbai for developing NEW BUSINESS PLANS CONFLUENCE.
• Certificate for computerized accounting of TALLY ERP.9 from F-TECH.
• Certificate from IMS Unison University for SPORTS FEST MANAGEMENT.
• Certificate from IMS Unison University for ALUMNI MEET EVENT MANAGEMENT.
• Certificate of NIIT 7th NATIONAL APTITUDE TEST – score of 92%.
• Team Member of the Indian Networking Group at ASB.
• Elected by peers to serve as a workplace delegate for Workers First Union at ASB for fostering collaborative communication between staff and management regarding collective agreements and workplace well-being.
• Certificate of Achievement received at the national level R n R of ‘Sumitomo Mitsui Banking Corporation’ for Deal Cracker on 05/01/18.
• Awarded in the zonal R n R of ‘IndusInd Bank Ltd.’ for extraordinary performance and contribution in MF (Mutual Funds) for the month of 05/01/17.
• Ranked 40th in the All India ranking and 8th in the Northern India ranking for Best Service Delivery Managers for the quarter 04/01/17 – 06/30/17.
• Certificate from the NIIT Program - SWIFT for professionals using Microsoft Word, Excel, PowerPoint, and Outlook.
• Certificate from IIT Mumbai for developing NEW BUSINESS PLANS CONFLUENCE.
• Certificate for computerized accounting of TALLY ERP.9 from F-TECH.
• Certificate from IMS Unison University for SPORTS FEST MANAGEMENT.
• Certificate from IMS Unison University for ALUMNI MEET EVENT MANAGEMENT.
• Certificate of NIIT 7th NATIONAL APTITUDE TEST – score of 92%.
• Team Member of the Indian Networking Group at ASB.
• Elected by peers to serve as a workplace delegate for Workers First Union at ASB for fostering collaborative communication between staff and management regarding collective agreements and workplace well-being.
References
On Request
Affiliations
Volunteer for New Zealand Breast Cancer Foundation
Timeline
Relationship Manager / Credit Manager
Yes Bank
02.2019 - 11.2022
Assistant Relationship Manager
Sumitomo Mitsui Banking Corporation
05.2018 - 01.2019
Service Delivery Manager
IndusInd Bank Limited
06.2016 - 09.2017
Retail Store Manager
Vodafone Mobile Services Ltd. (Vodafone Group)
03.2015 - 03.2016
Internship
Vardhman Textiles Limited
05.2014 - 07.2014
Customer Specialist / Associate KYC Analyst
ASB
2023 - Current
Masters in Business Administration - Human Resources & Marketing
IMS UNISON University
Bachelors in Business Administration -
GGSIP University
Senior Secondary and Secondary School -
Vivekanand School