Dinali Fernando

• Actively manage 250 high net worth clients to generate revenue across wealth & investment management, lending, currency exchange and all other financial parameters.
• Enhance customer experience by ensuring smooth delivery of top-notch services that meet and exceed customer demands globally.
• Take ownership of critical incidents, coordinating with resolution parties, and established effective communication between stakeholders.
• Maintained high levels of operational integrity required by HSBC policy manuals & other regulatory bodies.
• Actively supported and participation in conduct of customer due diligence, AML, Sanctions project and Global Standards.

• Ensured world class customer service, proactive follow up on queries and complaints for value added resolution.
• Proactive contact with customers meet at branch to identify cross selling opportunities across all bank retail products.
• Conducted operations according to relevant AML, Sanctions, KYC parameters, Group standards and Central Bank regulations.
• As first line of defense, identify financial crime risks related to transactions and customer behavior to take necessary action.
• Attend training, refer other approved material to enhance knowledge on banking policies & processes .

HSBC launched its first Digital Customer Service Unit on 02/08/2018 in Dubai-Mirdif City Centre; the first across all 66 markets. (Added responsibilities..)

• Deputized the Unit in the absence of Unit Manager.
• Attended management meetings to discuss further developments of Digital CSU based on experience through daily operations and customer feedback.
• Encouraged customers to move to digital channels for quality and quick service.
• Worked with third party contractors to streamline the new systems and applications.
• Assisted customers with the new features; Welcome Screen, Smart Watch, SMS Token Generator, eForms, eTable, Product Catalog, Video Conferencing & Straight Through Process (STP) to maintain the functionality of the unit.

• Operated as primary contact point between finance & after sales service department.
  
• Scrutinized jobs performed on vehicles followed by processing of payments.
  
• Handled Bank queries related to payments.
  
• Handled all kinds of payments and transactions.

Position held - Branch Secretary

• Supported managers in conducting branch activities according to audit procedures, Central Bank regulations & Governance.
• Reconciled month end suspense accounts, managing of monthly reports.
• Coordinated branch events with other branches, back office, service providers & clients.
• Processed customer documents accepted by customer service representatives

Position held - Cash Counter Operations

• Placed cash orders to regulators (Central bank of Sri Lanka) to meet the daily requirement.
• Carried out both retail & corporate cash transactions, processing of cashier’s orders, telegraphic transfers, SLIPS, RTGS
• Position held - Branch Retail & Corporate Teller
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
• Executed wire transfers, stop payments and account transfers
• Place daily cash orders with the central team and Central bank of Sri Lanka

Position held - Safe Deposit & Account tools in-charge

• Stock maintenance & safe keep of account tools, balancing of stocks at the end of each day & reconcile stock imbalances.
• Maintained Stock take over among branch managers and officers.
• Conduct due diligence, granted access to HNI to their Safe Deposit Lockers.
• Processed deposit locker annual charges debiting respective accounts.

• Operated as intermediary between corporates & auditors in United Kingdom for financial analysis.
• Compiled financial statements on Assets, Investments, Liabilities & Safe Keeping.
• Resolved disputes raised by corporate relating to their financial status provided to auditors.
• Managed heavy volumes on daily basis to meet daily business SLAs.