Ritika Thakur
Brampton,ON
Summary
Results-driven banking professional with over 5+ years of progressive experience in retail banking, financial sales, and customer relationship management. Demonstrated expertise in core banking operations, cross-selling of financial products, and compliance with KYC/AML regulations. Adept at navigating fast-paced, target-driven environments while maintaining high standards of risk management and operational efficiency. Proficient in CRM platforms, MS Office Suite, and digital banking tools, with a strong command of banking products including savings and current accounts, term deposits, personal loans, credit cards, and insurance solutions. Skilled in client onboarding, needs-based selling, and conflict resolution, with a proven ability to drive customer satisfaction, retention, and portfolio growth.
Overview
6
6
years of professional experience
Work History
Deputy Manager
HDFC Bank Ltd.
Chandigarh, Punjab
05.2020 - 04.2025
- Played a key role in developing and launching a new digital banking process during the COVID-19 pandemic, enabling clients to open fully functional bank accounts online.
- Championed innovation and customer-centric service, aligning efforts with organizational goals to deliver trusted financial advice and exemplary service.
- Delivered industry-leading customer support through both telephone and video interactions, consistently completing end-to-end customer journeys within 3 minutes—well below the 5-minute benchmark.
- Verified KYC and AML documents in compliance with product-specific and regulatory guidelines set by the Reserve Bank of India.
- Met or exceeded Service Level Agreements (SLAs) for service and delivery, adhering strictly to the bank’s code of conduct.
- Maintained a 98% quality score in customer interactions by proactively ensuring positive customer experiences and reinforcing trust in the bank.
- Conducted service transactions using CRM and other internal systems, ensuring thorough validation and authentication of customer documentation.
- Actively contributed to internal process reviews and proposed innovative ideas for business growth and operational efficiency.
Trainee - Classic on Phone
HDB Financial Services Ltd.
Mohali, Punjab
03.2019 - 05.2020
- Delivered exceptional customer service by resolving banking queries and providing personalized financial advice, aligning product recommendations with customer eligibility and needs.
- Assisted clients in achieving their financial goals by promoting and guiding them through the bank’s digital platforms and identifying areas for improved service delivery.
- Accessed and updated critical client information within internal databases, ensuring accuracy and compliance while enhancing data integrity.
- Fostered a collaborative team environment by supporting colleagues, sharing knowledge, and assisting in the resolution of complex customer issues.
- Acted as a subject matter expert on banking products and services, taking ownership of customer concerns and escalating unresolved issues to the appropriate departments when necessary.
- Educated clients on various banking and third-party products, including mobile and internet banking tools, to promote self-service capabilities and improve digital adoption.
- Maintained up-to-date knowledge of products and services to deliver high-value, solution-oriented support that enhanced overall customer experience.
- Supported team operations by assisting with transactions, processing adjustments within authority limits, and ensuring efficient service delivery.
Education
Bachelor of Science - Electronics And Communication
Chitkara University
Chandigarh06-2018
Skills
- Digital banking
- Customer service
- KYC compliance
- AML compliance
- Service level agreements
- Customer relationship management
- Team collaboration
- Financial advice
- Customer relations
- Operations management
- Human resources management
- Customer service and satisfaction
- Conflict resolution
- Financial reporting
- MS office
- KYC verification
Languages
English
Professional
Hindi
Professional
Punjabi
Professional
Timeline
Deputy Manager
HDFC Bank Ltd.
05.2020 - 04.2025
Trainee - Classic on Phone
HDB Financial Services Ltd.
03.2019 - 05.2020
Bachelor of Science - Electronics And Communication
Chitkara University
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