Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Umadharshini Sivarasu

Sunderland

Summary

Partly ACCA qualified and experienced professional with 5+ years of comprehensive experience in the finance industry. Possessing a strong foundation in financial analysis, administrative, customer service and operation management along with proven ability in excellent organizational skills and effective multitasking. Holding first-hand experience and knowledge in banking software along with proficiency in Ms Office and Outlook. Seeking a challenging role in the Isle of Man to contribute to business and economic growth and also to improve my; professional growth, higher education in ACCA and to build my life on the lovely island.

Overview

6
6
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work history

Customer Service Advisor

Newcastle Strategic Solutions
Newcastle
01.2024 - 04.2025

Customer Service Executive

ATOS- National Savings & Investments
Durham
05.2023 - 01.2024

Universal Banker - (Banking Associate)

HSBC Bank Sri Lanka
Colombo, Sri Lanka
06.2022 - 03.2023
  • Company Overview: Sri Lanka's leading private sector bank
  • Provided exceptional customer service of first time resolution by demonstrating strong communication and interpersonal skills while interacting with customers to manage their savings accounts over the phone, through email and online chat to resolve issues and handle inquiries efficiently
  • Providing enhanced customer experience by recognizing signs of vulnerability through active listening and handling the customer's request with empathy and understanding
  • Successfully processed operational tasks on customers accounts for two bank simultaneously including verifying identification documents to open savings accounts, processed accurate transactions and registered and managed Power of Attorney on accounts and other operational tasks
  • Introduced informative training modules to help in training and upskilling colleagues to effectively function the operational tasks which helped to achieve the targets and the SLA easily and increase the team performance from 87% to 95%
  • Followed up with other departments including the compliance team and head office to successfully manage complex customer issues and to provide tailored solutions for customers
  • Managed all type of transactions and requests on customers account including, opening accounts, deposit, withdrawal, change of personal details, bereavement claim and power of attorney
  • Demonstrated strong problem solving and decision-making skills while handling and investigating customer complaints and resolving disputes
  • Digitally nudging the customer successfully to manage the account online
  • Achieved to increase the online registration of customers by 3% to 5% above the target every month
  • Which lead to achieve best employee of the month award to digital nudge for two months
  • Handled high volumes of transactions including deposits, withdrawals, internal transfers, demand draft and corporate account transactions during peak hours and days
  • Demonstrated strong cash handling skills by accurately balancing cash drawer daily at the end of the day when branch closes and adhering to strict security procedures and preventing errors
  • Managed cash replenishment from the central cash center for the branch
  • Overhauled branch operational process by coordinating and following up end to end progress effectively on the customer request raised by the branch with the relevant head office department
  • Sri Lanka's leading private sector bank

Customer Service Executive (Tax Reporting)

HSBC Global Service Centre
01.2020 - 06.2022

Credit Analyst - Accounts Trainee

Hatton National Bank
Colombo, Sri Lanka
05.2019 - 01.2020
  • Company Overview: Sri Lanka's leading private sector bank
  • Successfully opened new accounts by providing exceptional customer service which exceeded the sales target by 10 to 15 more accounts than the target every month for the branch
  • Accurately processed transactions, managed requests such as account opening, term deposit placements, maintained account information, promoted to use digital banking and adhered to compliance regulations
  • Explained and made sure the customers understand the Central Bank regulations for all the actions on their accounts
  • Assigned daily tasks to 15 team members as the responsible team leader to evaluate the tax information provided by the customers are complete and accurate
  • Sent consolidated reports of the approved customer's information evaluated by all the staff in the team to the case manager of the specific jurisdiction by end of each day
  • Trained the 2 groups of newly recruited trainee staffs with 12 members in each group about the process of tax verification processed by the HSBC Bank to ensure customers abide by the KYC guidelines and regulations
  • Which lead to contribute 6% more than the achieved target for the team
  • Supervised new trained team members to make sure they understand the process by quality checking and auditing their work to identify the errors made by them and help them to rectify those by providing the relevant support, tools and training modules
  • Analyzing and evaluating customer's tax forms with customer's tax records and validating whether their tax information are abide by the FATCA and CRS standards to prevent tax evasion and to verify the eligibility to open bank accounts in the requested jurisdiction
  • Approved the validation of the tax forms of the Retail banking and Commercial banking customers of multiple jurisdictions of HSBC which were Hong Kong, UK, Australia and Sri Lanka
  • Solely handled the Tax validation of the Commercial Banking Insurance customers of HSBC HK and supporting the case managers of the HSBC HK Insurance market to open the insurance accounts for the customers
  • Conducted in-depth financial analysis of individual customers' loan applications and assessing creditworthiness and recommending credit limits on the loan applications from all over the branches on the island which was 223 branches
  • Developed strong proficiency in credit scoring models and underwriting guidelines contributing to efficient and accurate credit to help managers to make a decision on the loan application
  • Sri Lanka's leading private sector bank

Education

ACCA Skills Level -

ACCA
10.2023 - 04.2025

Advance Diploma in Accounting and Business - undefined

ACCA

Edexcel IAL - Accounting - A, Business Studies - B, Economics - D

Pearson
Colombo, Sri Lanka

Edexcel IGCSE - Mathematics - A Business Studies - B, Economics - B, Accounting - B, Tamil (Secondary Language) - B, English - D, Information Technology - D

Pearson

Skills

  • Ability to promptly analyze circumstances and respond effectively
  • Building Rapport
  • Competence in Ms Office and Outlook
  • Customer focus
  • Dedicated to deliver agreed quality standards
  • Product knowledge and proficiency in Banking Software
  • Quickly masters new software applications
  • Strong communication skills and teamwork

Certification

Skill Enhancement Programme, HSBC, 01/01/22, 04/30/22

Timeline

Customer Service Advisor

Newcastle Strategic Solutions
01.2024 - 04.2025

ACCA Skills Level -

ACCA
10.2023 - 04.2025

Customer Service Executive

ATOS- National Savings & Investments
05.2023 - 01.2024

Universal Banker - (Banking Associate)

HSBC Bank Sri Lanka
06.2022 - 03.2023

Customer Service Executive (Tax Reporting)

HSBC Global Service Centre
01.2020 - 06.2022

Credit Analyst - Accounts Trainee

Hatton National Bank
05.2019 - 01.2020

Advance Diploma in Accounting and Business - undefined

ACCA

Edexcel IAL - Accounting - A, Business Studies - B, Economics - D

Pearson

Edexcel IGCSE - Mathematics - A Business Studies - B, Economics - B, Accounting - B, Tamil (Secondary Language) - B, English - D, Information Technology - D

Pearson

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Umadharshini Sivarasu