Michael Augustine
Current
Customer Relationship Executive
Education
B com Commerce
Michael Augustine ’s experience
Customer Relationship Executive
at
HSBC EDPI Pvt. Ltd.
, Bangalore
Working/Currently
Provide high quality processing service with an aim to achieve
one time resolution to customer’s queries within specified
SLA’s with respect to all Bank Deposits, Security Services and
Personal Internet Banking. Responsible for building
relationship and account management. Sharing best
practices. Updating several trackers like Sales Tracker,
Exception Tracker, Overtime Tracker, Attendance Tracker, etc on
daily and consolidated weekly basis for the team. Complete
necessary research and customer follow up and achieving sales
target. Ensure the process requirements are met, adhered to
and completed in accordance with established procedures and
standards set within the time frame. Proactively identify
issues and ensure that the productivity, sales and quality levels
are achieved as per the standards set. Assist Line managers
with managing day-to-day operations and support peers on
process. Demonstrated knowledge of features, benefits and
procedures. Took initiative to review daily process updates for
defect free implementation. Maintain HSBC internal and external
control standards, including timely implementation of internal
and external audit points together with issues if any raised by
external regulators. Ensure fraud/ errors/ irregular
transactions are identified and escalated. Compiling,
Processing timely reports and consolidation of the same for the
team like time sheets leave requests, absence requests, ad hoc
process information, exceptions, issue of tickets and follow up
status, etc. Issuance of variance report after checking with the
pre defined data from Resourcing team and giving suggestions for
improvising on the same.
one time resolution to customer’s queries within specified
SLA’s with respect to all Bank Deposits, Security Services and
Personal Internet Banking. Responsible for building
relationship and account management. Sharing best
practices. Updating several trackers like Sales Tracker,
Exception Tracker, Overtime Tracker, Attendance Tracker, etc on
daily and consolidated weekly basis for the team. Complete
necessary research and customer follow up and achieving sales
target. Ensure the process requirements are met, adhered to
and completed in accordance with established procedures and
standards set within the time frame. Proactively identify
issues and ensure that the productivity, sales and quality levels
are achieved as per the standards set. Assist Line managers
with managing day-to-day operations and support peers on
process. Demonstrated knowledge of features, benefits and
procedures. Took initiative to review daily process updates for
defect free implementation. Maintain HSBC internal and external
control standards, including timely implementation of internal
and external audit points together with issues if any raised by
external regulators. Ensure fraud/ errors/ irregular
transactions are identified and escalated. Compiling,
Processing timely reports and consolidation of the same for the
team like time sheets leave requests, absence requests, ad hoc
process information, exceptions, issue of tickets and follow up
status, etc. Issuance of variance report after checking with the
pre defined data from Resourcing team and giving suggestions for
improvising on the same.
Michael Augustine ’s education
B com [Commerce],
Mumbai University [1988/May]
, Mumbai
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