Vishal Soni

Managed customer complaints and provided appropriate solutions for various products including Retail Assets, Credit Card, and Retail Liabilities. Ensured timely resolution of issues from diverse sources such as Banking Ombudsman, Senior Management, and customer walk-ins.

Resolved 80% of Level 2 complaints within two days, ensuring all complaints from various channels were addressed within TAT. Coordinated with PAN India stakeholders and managed FICCL Play Store applications.

Handled all complaints received at Level 2, aiming to resolve 80% within two days. Ensured all complaints from various channels were resolved and responded to within the stipulated TAT.

Handled escalated cases for the Grievance Department, ensuring close coordination with internal and external departments. Identified and analyzed root causes to resolve complaints within specified TAT, enhancing customer experience.

Managed highly escalated cases for service recovery, including those escalated to management. Supported Risk Management Functions by conducting referral investigations and identifying process gaps for improvements.

Provided inputs on legal cases for better claim settlements and forwarded complaints zonally for efficient workflow. Ensured smooth regulation of insurance business and policy content, while taking feedback on resolutions.

Handled debit and credit card fraud-related grievances and mis-selling complaints, providing end-to-end resolution. Ensured 100% TAT adherence and maintained accuracy and quality in processing cases.

Completed a Bachelor of Commerce degree, gaining foundational knowledge in business and finance. Developed skills relevant to various aspects of commerce.

Completed Higher Secondary Certificate (HSC) education. Focused on core subjects to build a strong academic foundation.

Completed Secondary School Certificate (SSC) education. Acquired fundamental knowledge across various subjects.