Nileema Roopnarain
Camp Fouquereaux
Summary
Customer-focused professional with a background in customer service roles as well as in the credit lending sector. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Mauritius Commercial Bank Ltd
Curepipe
11.2024 - Current
- Having a sound knowledge of the plethora of products and services provided by the Mauritius Commercial Bank.
- Identifying the needs of the customer and proposing the right product and service that would meet the expectations of the customer.
- De-escalate problematic customer concerns while maintaining a calm, friendly demeanor.
- Implement innovative methods for streamlining the customer service process.
- Use approved scripts to de-escalate angry customers during telephone, email, as well as customer-facing interactions.
- Provide exceptional customer service to ensure customer satisfaction while maintaining the high standards of the Mauritius Commercial Bank.
- Gather customer feedback through surveys and use the data to improve customer service while promoting remote channels with a view to reducing in-branch waiting time.
- Maintain a high level of professionalism when dealing with difficult customers and resolve customer complaints in a timely manner.
- Achieve targets with regards to individual KPI as well as team KPI set quarterly for the financial year.
Bank Teller
Mauritius Commercial Bank Ltd
Phoenix
06.2022 - 10.2024
- Grown within the role of teller at MCB by staring at the TCR till, to proceed with business and bulk till, to finally handle the express counter.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Maintained confidentiality of bank records, transactions and customer information.
- Participated in weekly training sessions to stay abreast of changes in banking regulations and procedures.
- Identified suspicious activity on account holders' accounts, and reported any discrepancies to the concerned compliance department.
- Fulfilled diverse duties to provide customer service; operate money counters, balance and replenish ATMs, verify the integrity of each fund transfer, maintain accounts and open new accounts.
- Balanced teller drawers regularly throughout the day according to established procedures.
Retail Support Officer
State Bank of Mauritius
Port Louis
10.2019 - 06.2022
- Performed the role of Retail Support Officer within the Central loan processing department of the retail SBU.
- Processing of secured and unsecured loan applications, as well as credit card applications, on FineOne (CAS & CMS).
- Carrying out customer eligibility assessment for each loan application(MCIB, payslips) and computing the debt-to-income ratio (DTI) of customers.
- Processing of unsecured Boost loans on CAS to be directly auto-approved for disbursement.
- Processing of New Mortage loan applications-Secured Personal loan against Fixed Charge, Personal loan against Guarantor, Home Loan, Loan against Cash Collateral(secured against a lien on margin Account or a Fixed Deposit),Lease Loan, Boost Loan against Floating Charge amongst others on CAS and creating new collateral on CMS to be linked with loan account number.
- Processing of deferred loan applications resubmitted for revalidation of new appeal from branch.
- Liaising with loan officers in branches regarding flaws and issues in applications.
- Achieving the daily KPI in terms of the number of applications (new and submitted files) being allocated.
- FineOne Simulaton Project - Working on an ongoing FineOne Simulation Project which aims at upgrading the existing loan processing software currently being used at SBM by liaising with the IT Department and subsequently training branch personnels-loan officers mainly regarding same.
Junior External Auditor
Ernst and Young
Ebene
06.2019 - 09.2019
- Administered internal auditing programs through use of data analytics software for companies like IBL and its subsidiaries.
- Analyzed balance sheets for mistakes and inaccuracies.
- Performed analytical reviews of financial data to identify trends or anomalies.
- Performed audits of operational and financial areas to check compliance.
Education
BBA - Business Administration And Management
Honoris Business School
Port Louis06-2026
Finance
Grant Thornton Business School-Level 1 ACA
Port Louis10-2019
Science
Queen Elizabeth College
Rose Hill10-2018
Skills
- Retail marketing
- Client relations
- Multitasking and organization
- Back office experience and Front office exposure
- Credit lending knowledge
- Complaint handling
- Active listening
Timeline
Customer Service Representative
Mauritius Commercial Bank Ltd
11.2024 - Current
Bank Teller
Mauritius Commercial Bank Ltd
06.2022 - 10.2024
Retail Support Officer
State Bank of Mauritius
10.2019 - 06.2022
Junior External Auditor
Ernst and Young
06.2019 - 09.2019
BBA - Business Administration And Management
Honoris Business School
Finance
Grant Thornton Business School-Level 1 ACA
Science
Queen Elizabeth College
Similar Profiles
Rimena VydelingumRimena Vydelingum
Credit Analyst at The Mauritius Commercial Bank LtdCredit Analyst at The Mauritius Commercial Bank Ltd
Kaifee DawoodKaifee Dawood
Problem Solver | Operations| Strategy| Auditing at Mauritius Commercial BankProblem Solver | Operations| Strategy| Auditing at Mauritius Commercial Bank
Harry CoolenHarry Coolen
Head of SME Banking at Mauritius Commercial Bank LtdHead of SME Banking at Mauritius Commercial Bank Ltd