Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heera Athikayala Venkatesh

Summary

To work in a challenging environment which highlights my strengths, provides opportunities for me to widen my skills and knowledge to achieve career goals and contribute towards organizational success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Processor, Operations Management

CIBC
05.2021 - Current
  • Handling complex, ambiguous, high risk transactional investigations for Banking Centres.
  • Met customer service standards and expectations consistently by effectively communicating and actively listening.
  • Providing resolution to issues using independent judgement and analytical thinking to conduct in-depth research using multiple systems/reports to determine the nature of the problem, verify work and provide guidance.
  • Point of contact to assist and consult with the Banking Centre teams, providing support to ensure resolution of problems or discrepancies concerning customers' accounts.
  • Streamlined company processes and procedures while enhancing customer satisfaction.
  • Processing complex multi-product financial/non-financial transactions within retail account services.
  • Oversee and coordinate administrative requests while applying appropriate roles and regulations to ensure transactions are processed with consistency and accuracy.
  • Verify administrative procedures such as documentation on file to ensure accuracy.
  • Receiving requests and verifying information against documentation, indicating any special handling instructions as dictated by the client, print and forward information as appropriate.
  • Prioritize and organize workload base on risk/severity and documents required to ensure deadlines are met according to policies and procedures and service level agreements.

Priority Service Manager

Standard Chartered Bank
12.2016 - 11.2018
  • Handling of Priority banking customers at the branch level which includes handling of their account portfolios and wealth portfolios.
  • Handling of trade and forex transactions for the branch and coordinating with the treasury for maintaining profitability in terms of foreign revenues for the branch.
  • Handling of KYC documents and also detailed customer due diligence (CDD).
  • Responsible for preparing monthly SAR (Suspicious Activity Reporting) reports to analyze the branch accounts in terms of the transaction pattern of the accounts, ensuring Anti Money Laundering Guidelines are met.
  • Expertise in Account opening process post verification of customer documents.
  • Greeted and interfaced with customers to facilitate daily banking transactions; provided exceptional customer service by providing exceptional banking services and addressing account and service concerns.

Officer, Customer Service

Royal Bank Of Scotland, RBS
07.2015 - 12.2016
  • Handling of retail customers at the branch level which includes handling of their Account portfolios and Wealth portfolios.
  • Complete handling of account opening including document verification and processing.
  • Handling of compliance responsibility in terms of risk assessment of the client accounts which includes investigation on the transactions as well as dealing with the internal compliance team in terms of risk assessment.
  • Analyzing the branch accounts in terms of the transaction pattern of the accounts, ensuring Anti Money Laundering Guidelines are met.
  • Handling of KYC documents and also detailed customer due diligence (CDD).
  • Handling of clearing activity for the branch which includes technical verification and coordinating with the clearing team for client funding.

Education

Post-Degree Certificate - Financial Planning

Centennial College
Toronto, ON
08.2020

Post-Degree Certificate - Human Resources Management

Confederation College
Thunder Bay, ON
08.2019

Bachelor of Arts - Banking And Finance

Ethiraj College For Women
Chennai, India
05.2015

Skills

  • Analytical and Critical Thinking
  • Problem-Solving
  • Decision-Making
  • Self-Motivated
  • Teambuilding
  • MS Office
  • Continuous Improvement Process
  • Quality Control Standards
  • Regulatory and Compliance Understanding
  • Good Telephone Etiquette
  • Client Support
  • Client Engagement

Certification

Anti-Money Laundering & Terrorist Financing for Banking Professionals (CSI)

Timeline

Senior Processor, Operations Management

CIBC
05.2021 - Current

Priority Service Manager

Standard Chartered Bank
12.2016 - 11.2018

Officer, Customer Service

Royal Bank Of Scotland, RBS
07.2015 - 12.2016

Post-Degree Certificate - Financial Planning

Centennial College

Post-Degree Certificate - Human Resources Management

Confederation College

Bachelor of Arts - Banking And Finance

Ethiraj College For Women
Heera Athikayala Venkatesh