Heshan Meethalawa

Since RBC Bank's acquisition of HSBC, some significant changes have occurred, particularly in the ownership and leadership structures. As a result of this transition, my employer shifted from HSBC to RBC Bank. However, amidst these changes, I'm grateful that my role remains consistent, allowing me to continue contributing in the same capacity as I did with HSBC.

• Developed relationships with customers through timely follow-up, sound advice, and quality service.
• Identified customer needs by actively listening and asking questions to determine appropriate product offerings.
• Maintained knowledge of bank products, services, policies, procedures, and regulations.
• Identified cross-selling opportunities and recommended banking products and services to customers.
• Educated customers on how to use banking products, services, and other financial solutions.
• Analyzed client's financial needs to suggest appropriate services.
• Monitored banking regulations and maintained compliance with all banking and financial policies.
• Utilized problem solving and communication skills to resolve customer inquiries and complaints.

• Prioritizing urgent requests by using the available capacity to provide outstanding customer experience
• This was achieved mainly by maintaining the Central Support Tracker, on which Staff Front End raise urgent matters, queries where attend them within a timeline of an hour
• Maintaining and building effective and professional relationships with stakeholders mainly based on Canada and Hyderabad
• End to end processing in service deliveries such as Mandates Processing, Client Amendments, Account Maintenance, Client Data Request, Account Closing, Channel Administration and Account Opening
• Getting cross trained in UK, Hong Kong and Bermuda processes
• As a result, I was able to work on those processes in weekends and in excess hours
• Also, I was the sole processor from Colombo worked for Hong Kong
• Attending to Sample Quality check calls held bi-weekly which was a discussion point for the entire team to raise questions and Quality Assurance details
• Working on bulk/multi account requests with nil errors in a short time span which ultimately helped in achieving teams’ targets and catering Customer First
• Insuring and recording all instances of output quality errors identified during quality checks
• Tracking of E-mails and Responding to them on a constant basis
• Updating Daily Service Tracking which is a managerial information used for KPI preparation
• Query solving for new staff members on a daily basis
• Achieving daily targets, managing and multi-tasking in the absence of two SMEs.

• Calling customers to identify their need on granting a Moratorium for existing facilities
• Identifying & offering customers who need a Moratorium
• Obtaining exceptional approvals from the higher management while presenting valid points
• Explaining customers about the new Moratorium mechanism with calculations implemented by the government during the pandemic
• Visiting the branch physically for day today banking operations without any hitches to provide better customer experience during the pandemic
• Maintaining customer data files and retrieving documents
• Handling inbound customer query calls
• Offering monthly settlement plans & restructured facilities for delinquent customers.

• Assisting customers with Personal Loan facilities
• Handling customer complaints and solve problems
• Guiding customers through a Digital on boarding journey
• Verifying customer via phone calls and cross sell products based on the requirement
• Outbound customer calls and selling
• Following up on potential customers
• Obtaining exceptional approvals on exceptional cases.

• Assisting customers with Personal Loan facilities
• Counselling customers on banking products and services
• Achieving individual and team sales volumes and targets for the year
• Generating new business by selling to prospective and existing clients
• Advising customers on financial services such as line of credit and mortgages
• Cross-selling products and services
• Approaching and sign on new customers
• Collaborating with other professionals to ensure high-quality customer service
• Handling customer complaints and solve snags
• Sales & Marketing campaigns
• Performing various clerical tasks such as filing records and entering data into system.