Navodani Soyza

Customer-focused professional with 16 years of experience in banking and financial services, specializing in customer service, client relations, and problem resolution while also having a thorough understanding of customer credit operations and corporate credit handling. Adept at handling customer inquiries, resolving issues efficiently, and delivering exceptional customer experiences. With 16 years of experience and Banking and Finance, I commit to achieving customer satisfaction and meeting company goals by building strong rapport with customers based on expertise, professionalism and integrity.  Articulate communicator; known for cultivating and maintaining lucrative relationships with clients to achieve long-term, mutual benefits.  Quick learner, always eager to contribute positively in team settings

Co-op, Birchwood, United Kingdom 11/2024 – Till date Team Member

 Deliver outstanding customer service, ensuring high satisfaction.  Support team operations, maintain efficiency, and resolve customer inquiries promptly. 

Bank of Ceylon, Premier Branch, Sri Lanka 07/2020 – 12/2022 Senior Manager 

 Managed relationships with High Net Worth clients, ensuring excellent service.  Collaborated with team members to resolve customer issues/ complaints, delivering solutions in a timely manner.  Coordinated with cross-functional teams to streamline operations, enhancing productivity and operational excellence.  Identified client needs, improvements to processes and leveraged cross-selling opportunities to increase revenue.  Provided management with comprehensive research with attention to detail and conduct customer due diligence (CDD) before accepting clients.  Fostered a professional and welcoming environment, representing the bank positively to all visitors. 

Bank of Ceylon, Corporate CreditDepartment, Sri Lanka 03/2019 –07/ 2020 Relationship Manager 

 Cultivated long-term relationships with clients to meet their financial needs and objectives.  Analysed client financial situations to offer personalized financial guidance and product recommendations.  enhancing client satisfaction and loyalty.  Conducted credit analysis and ensured compliance with banking regulation  .  Identified upselling and cross-selling opportunities, contributing to a 10% increase in revenue from existing clients.  Implemented strategic business development initiatives to attract new clients and expand the bank's market share and oversaw the onboarding process for new clients, ensuring a smooth transition and high levels of client satisfaction.  Tracking the progress of ongoing sales efforts and monitoring customers' creditworthiness  Collaborate with cross functional teams and providing guidance and guiding Relationship Officers and ensuring customers receive required support and service from branches and service centers 

Bank of Ceylon, Corporate Credit Department. Sri Lanka 10/2015 –03/2019 Relationship Officer 

 Analyzed customers' credit needs through immediate past audited financial statements and projected cash flows with attention to detail  Proficient in ensuring credit facilities that are tailored to meet clients' project management requirements and diligently following up to ensure budgeted cash flows are directed to the bank  Regular reviews of credit facilities to ensure alignment with evolving client needs and market conditions  Liaising with the customers to assist with them with their financial needs and explaining which of the bank’s products would mostly useful to them  Maintain and update client databases and providing efficient and effective service to foster strong client relationships with trust  Negotiated terms for loans and lines of credit on behalf of clients, securing favourable rates and terms.  Liaised between clients and bank departments to facilitate account setups, loan processing, and issue resolution.  Managed a portfolio of high-value clients, fostering strong relationships to retain and grow their business.  Coordinated with cross-functional teams to develop and implement tailored solutions for complex client needs.  Boosted client satisfaction by monitoring and continuously improving service delivery. 

Bank of Ceylon, Premier Branch. Sri Lanka 10/2012 – 10/2015 Relationship Officer 

 Served as the first point of contact for customer queries via phone, email, and in-person.  Handle customer inquiries via different communication tools including inbound outbound customer calls, resolving regular issues with debit cards, credit cards, loans, savings accounts, and current accounts, fund transfers via telegraphic transfers/ SLIPS while providing a satisfactory resolution  Supporting customers with all enquiries, resolving financial issues, cultivating positive image of the premier center via phone, email and in-person.  Monitor client account activity to ensure transactions align with customer profiles.  Identified and recommended suitable banking products to customers based on their needs and financial goals.  Meet with potential new banking customers to discuss all the features and amenities that the bank provides  Onboarding new clients and assisted in opening accounts in-line with KYC, GDPR, AML Procedures and the preparation and processing of loan applications and visa applications ensuring compliance with bank policies and regulations.  Keep detailed records of all customer transactions and administration work 

Additional experience as a Banking Associate| Bank of Ceylon branch network | 05/2006 – 10/2012 

 Accounting and reporting, Reconciliations, Internal controls in banking operations, Front office enquiry handling & Administration, Ensured error-free data entry and process adherence and minimizing operational risks

Master of Science (Management) Degree University of Hertfordshire, UK (From 2023 to 2024) –Distinction 

Bachelor of Science (Management Information Systems) Degree National Institute of Business Management, Sri Lanka in collaboration with University College Dublin|National University of Ireland (From 2001 to 2004)-Grade 2:1 

Bachelor of Science in Physical Science Degree University of SriJayewardenepura, Sri Lanka (From 2000 to 2004)-Grade 2:1