Tapas J.
Mid-Level Video Banking Officer
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Tapas J. is a dedicated Video Banking Officer (DM-II) at Ujjivan Small Finance Bank, where he excels in converting organic website traffic into digital financial services such as Savings, Current Accounts, and Fixed Deposits, leveraging Video KYC. His role involves managing 'drop-off' lead funnels to ensure complete customer onboarding. Previously, Tapas held a position in Customer Service at Airtel Payments Bank, focusing on account troubleshooting, resolving account blocks, and addressing complex customer grievances. Here, he honed his skills in technical problem solving and customer education, guiding customers through security protocols and digital banking features. Tapas holds a Bachelor of Science degree from FM University, which equipped him with critical research and data analysis skills.
Experience
Video Banking Officer (DM-II)
Ujjivan Small Finance Bank · 2025 — 2026Identified and converted organic website traffic into active Digital Savings Accounts (SA), Current Accounts (CA), and Fixed Deposits (FD). Engaged proactively with customers who abandoned the digital application process to ensure 100% completion and onboarding. Met and surpassed monthly sales targets for Digital FD and CASA (Current Account Savings Account) volume.Customer Care Service
Airtel Payments Bank · 2024 — 2025Handled high-volume inbound calls primarily focused on account troubleshooting and restoration, guiding customers through the process of restoring blocked accounts and addressing restricted transactions. Analyzed causes of account blocks, such as pending KYC, security alerts, or dormant status, offering step-by-step solutions. Educated users on banking security protocols to prevent future issues and ensured they were informed about digital banking features. Demonstrated empathy while resolving customer grievances to maintain high satisfaction within the established Turnaround Time (TAT).
Skills & Expertise
Education
- Bachelor of ScienceF M university Baleswar · 2019 — 2022
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