Md. Zakiul Islam
Queens,NY, USA
Summary
With over 10 years of experience in the banking sector, I have developed expertise in retail customer complaint management, training, credit assessment, reporting and card operations. I aim to build a progressive career in the banking industry by leveraging my education, analytical and problem-solving skills, and extensive experience to deliver efficient performance, ensure compliance, and enhance customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Manager, Service and Business Quality, Retail Banking
Eastern Bank PLC
02.2024 - 09.2025
- Managed customer complaints and provided timely solutions.
- Handled customer inquiries, ensuring prompt responses.
- Implemented service standards across Retail Banking.
- Conducted customer feedback surveys and provided insights.
- Facilitated branch visits and maintained communication.
- Conducted training sessions to enhance employee performance.
- Prepared regulatory reports and ensured compliance.
- Identified process improvements to increase efficiency.
Associate Financial Analyst in Retail Risk-CRM
Eastern Bank PLC
07.2018 - 02.2024
- Assessed secured and unsecured credit card applications.
- Evaluated credit card limit enhancement requests.
- Engaged with customers to maintain a healthy portfolio.
- Managed customer service requests from branches, business units, and call centers.
Associate Manager in Cards Operations
BRAC Bank PLC
08.2017 - 07.2018
- Managed credit card bill payments and fees posting.
- Resolved customer complaints and inquiries efficiently.
- Prepared daily, monthly, and yearly MIS reports.
- Handled account reconciliations and provided solutions.
- Managed customer service requests from branches, business units, and call centers.
- Participated in internal system upgrades and automation projects.
Officer in Cards Operations
Standard Chartered Bank, SCB
10.2015 - 08.2017
- Managed utility bill payments via auto-bill pay using banking systems.
- Reconciled daily transactions and settled accounts & card accounts.
- Maintained regular communication with merchants and business for timely service.
- Ensured timely merchant payments and accurate entries in general ledgers.
- Processed daily instant loans and transferred funds to customer accounts.
- Prepared daily, monthly, and year-end MIS reports for the unit and department.
- Participated in internal system upgrades and automation projects.
- Handled and resolved daily customer complaints and queries.
Support Executive in Credit Risk Control
Standard Chartered Bank, SCB
02.2014 - 10.2015
- Prepared corporate clients' account balance certificate letters.
- Downloaded, checked, and reported Bangladesh Bank CIB reports.
- Updated and corrected CIB database in internal systems and on Bangladesh Bank website.
- Prepared internal and regulatory reports for Bangladesh Bank.
- Managed corporate loan maintenance and service requests per Bangladesh Bank and bank guidelines.
Education
MBA - Major in Finance
Bangladesh University of Professionals (BUP)
01-2020
Master of Social Science - Economics
Department of Economics, University of Dhaka
01-2013
Bachelor of Social Science - Economics
Department of Economics, University of Dhaka
01-2012
Higher Secondary Certificate - Humanities
Bangladesh Krira Shikkha Prothisthan (BKSP)
01-2006
Secondary School Certificate - Humanities
Bangladesh Krira Shikkha Prothisthan (BKSP)
01-2004
Skills
- Customer Complaint handling and resolution
- Relationship building
- Credit analysis
- Credit decision making
- Portfolio monitoring
- Microsoft Outlook, Excel, PowerPoint
- Computer proficiency
- Friendly and positive attitude
- Teamwork and collaboration
- Problem-solving
Certification
- Foundation training on Banking
- Various e-certification designed by organization
Languages
English
Full Professional
Bengali
Native or Bilingual
Hindi
Professional Working
Interests
- Played as professional Cricket player and participated in bank's Cricket team, and captained University Cricket team
- Playing other sports like football, basketball, badminton etc
- I enjoy helping others and giving back to the community
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Watching Movies and sports
- Music
Timeline
Associate Manager, Service and Business Quality, Retail Banking
Eastern Bank PLC
02.2024 - 09.2025
Associate Financial Analyst in Retail Risk-CRM
Eastern Bank PLC
07.2018 - 02.2024
Associate Manager in Cards Operations
BRAC Bank PLC
08.2017 - 07.2018
Officer in Cards Operations
Standard Chartered Bank, SCB
10.2015 - 08.2017
Support Executive in Credit Risk Control
Standard Chartered Bank, SCB
02.2014 - 10.2015
MBA - Major in Finance
Bangladesh University of Professionals (BUP)
Master of Social Science - Economics
Department of Economics, University of Dhaka
Bachelor of Social Science - Economics
Department of Economics, University of Dhaka
Higher Secondary Certificate - Humanities
Bangladesh Krira Shikkha Prothisthan (BKSP)
Secondary School Certificate - Humanities
Bangladesh Krira Shikkha Prothisthan (BKSP)