Summary
Overview
Work History
Education
Skills
References
Accomplishments
CORE COMPETENCIES
Languages
Timeline
Generic

PAULOMI BANERJEE

Kendall Park,NJ

Summary

Dynamic banking professional with extensive experience at HSBC Ltd, recognized for delivering exceptional customer service and achieving operational excellence. Proficient in AML/KYC compliance and risk assessment, with significant exposure to operations, branch audit, emerging banking technologies and digital banking trends both in the US and Indian banking systems. I excel in problem-solving and fostering positive customer relationships, consistently enhancing client satisfaction and driving business growth.

Overview

22
22
years of professional experience

Work History

Member Service Representative

HEFCU
Princeton, NJ
11.2023 - Current
  • Assisted members with account inquiries and product information.
  • Resolved customer issues through effective communication and problem-solving.
  • Educated members on service offerings and benefits available to them.
  • Maintained knowledge of company policies and procedures for member assistance.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Performed cash handling duties such as deposits and withdrawals for members' accounts.
  • Monitored compliance with organizational security protocols when interacting with members.
  • Leveraged software and systems to research and resolve member inquiries.

Assistant Manager, Premier Services

HSBC Ltd
Kolkata, West Bengal
12.2017 - 05.2023
  • Development and management of needs-based solutions for overseas premier customers with high net worth in one of India's oldest and busiest branches, covering foreign exchange, deposits, investments, and insurance products.
  • Support Premier Relationship Managers by assuming responsibility for the operational functions in customer service.
  • Maintain a high standard of operational and risk compliance by ensuring that standards and workflow are in continuous adherence to Group Standards, local regulations, and audit compliance.
  • Additionally, I managed the responsibility of a Teller Supervisor for the last 8 months, and ensured 100% accuracy on all teller-related activities, branch audit, KYC, and non-KYC processes of the branch.

Faculty

TimesPro
Kolkata, West Bengal
07.2016 - 11.2017
  • Responsible for training graduate students on knowledge and skills pertaining to global retail banking industry practices.
  • Facilitate learning through modern pedagogical techniques to meet learning, and overall program outcomes.
  • Monitor student progress through continuous needs analysis, and design interventions to bridge gaps as appropriate.

Head Teller

Magyar Bank
Bridgewater, New Jersey
03.2013 - 04.2015
  • Overall management and staffing for teller functions.
  • Assume charge of branch operations in the absence of the branch manager.
  • Maintaining vault control to include cash orders, ATM proving, shipment verifications, approving transactions, and daily monitoring of overdraft accounts.
  • Conducting OFAC searches, focusing on the BSA, and filing CTRs.
  • Assuring high-quality customer service while adhering to sales targets and brand standards, thereby promoting an effective sales and service environment.

Assistant Manager, Teller & Customer Services

HSBC Ltd
Kolkata, West Bengal
09.2006 - 03.2010
  • Managing teller duties as the Teller Supervisor of the first branch of HSBC in India, handling foreign currency, remittances, and cash.
  • Provide appropriate advice at every customer interaction, resolve customer queries/issues within specified timeframes, and to the satisfaction of the customer.
  • Performed as the AML Coordinator for the branch and assisted in transaction monitoring of wires, accounts, procuring missing KYC, risk assessment, CTR filing, and reporting.
  • Achieved business goals by effectively executing referrals, thereby proactively educating clients about various other bank products.

Customer Service Officer

ICICI Bank Ltd
Kolkata, West Bengal
03.2005 - 09.2006
  • Servicing customers by providing solutions and resolutions to their queries independently, and performing teller duties.
  • Ensure timely, efficient reporting of suspicious transactions to the AML Compliance Officer, and review and resolve related queries.
  • Achieve branch cross-sell targets for investments, insurance, online trading accounts and term deposits by engaging customers in conversations regarding their current and future financial needs.

Customer Service Officer

E-Serve International Ltd. (Citigroup Company)
Mumbai, Maharashtra
07.2003 - 02.2005
  • Checking and processing Citibank’s Gold, Platinum and Diners Club Credit cards
  • Conducting KYC verification for various companies and categorizing them as A+, A, B, and C companies for sourcing different products of Citibank.
  • Extensively handled cross-selling of credit cards and loans to existing bank customers.

Education

Post-Graduation - Business Management

Institute for Technology & Management
Navi Mumbai, India
01.2003

Bachelor of Arts - Economics Honours

Jadavpur University
Kolkata, India
01.2001

Grade 12 & 10 -

Carmel High School
Kolkata, India

Skills

  • Banking
  • Branch Audit
  • Customer service
  • Transaction processing
  • Risk assessment
  • Regulatory compliance
  • Effective communication
  • Problem solving
  • Product knowledge
  • Financial transactions
  • Complaint handling
  • Digital literacy
  • Cybersecurity awareness

References

Available on request

Accomplishments

  • Recipient of National Scholarship for Grade 10 board examinations.
  • Have been a member of the Bharat Scouts and Guides in school and was nominated to participate in camps held at various places in West Bengal, India.
  • Consistently recognized as good performer in annual appraisals.
  • Nominated as the “Service Star” over multiple years in HSBC
  • Awarded the best employee for sales referral for Magyar Bank

CORE COMPETENCIES

  • Branch Management
  • Customer Service Relations and Teller Operations
  • AML, KYC and Regulatory Compliance
  • Banking Products and Services

Languages

English
Professional
Hindi
Professional

Timeline

Member Service Representative

HEFCU
11.2023 - Current

Assistant Manager, Premier Services

HSBC Ltd
12.2017 - 05.2023

Faculty

TimesPro
07.2016 - 11.2017

Head Teller

Magyar Bank
03.2013 - 04.2015

Assistant Manager, Teller & Customer Services

HSBC Ltd
09.2006 - 03.2010

Customer Service Officer

ICICI Bank Ltd
03.2005 - 09.2006

Customer Service Officer

E-Serve International Ltd. (Citigroup Company)
07.2003 - 02.2005

Post-Graduation - Business Management

Institute for Technology & Management

Bachelor of Arts - Economics Honours

Jadavpur University

Grade 12 & 10 -

Carmel High School

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