officer
HSBC
Total years of experience :18 years, 2 months
Internal Verification Unit “Credit Control Services “
- Conduct verification physical site visit or a telephonic call to customer's employer to verify of their credentials with HR for ( Loan / credit cards )
- Communicate with the managers of front lines to update about their customers verification
- Maintain monthly MIs for all verification within the team
- Detailed investigation of any fraudulent or suspicious cases and working
closely with Fraud / Risk team to make decision for “Decline / approve
the applications
- Ensured that Clint SLA’s are met irrerspective of absenteeism &attrtion
- Traking and monitoring agent performance aginst targets per agent goal sheet. Providing feedback /coaching to maximize agent performance.
- Performing quality check of the activities performed by the team, preparing and analyzing the quality report to prepare the training and refresher plans.
- Ensured customer complaints from different channels are resolved by daily checking of the report and monitored resolution within SLA.
- Preparing the Mandatory and process training plans for new Joiners and scheduled training activities.
- Published performance reports for training & quality improvement activities.
- Job duties profound ability to multi task and arrange activities.
- Achieved above 90% towards collection target set over all the year.
- Remarkable experience in managing mortgage collections for residential activities.
- Ability to resolve all collection issues along with delivery of high quality of customer service to minimize the customers’ complaints within set time frame.
- Maintain excellent communication lines with concerned department to smoothly working together towards resolving customer related issues in order to provide the highest level of customer service.
- Meet with customers to discuss remedial options on their accounts to prevent total delinquency as Negotiate with them and offer solutions to meet their obligations to the company i.e. restructure, settlement, etc…
- Maintain customer relationships and follow up on overdue payments in order to prevent total delinquency of accounts.
- Conduct all activities in compliance with corporate guidelines and applicable legal regulation
- Job duties involved managing and advising customers in financial distress. As analysis the customer’s request of all types of collection resolutions such as payment plans, restructured loans and deferments of payments.
- Follow up in repayments of accounts and settlements; Review all the security documents for the authenticity, validity, and completeness before disbursements and highlight deviations to the management.
- Provide communication to customers on the status of the remedial approval for their accounts.
- Follow up on legal procedures for preparing the requiring documents for the legal action
- Job duties involved working on loan, credit cards, overdrafts and car loans defaulted portfolio.
- Assisted in call monitoring for Arabic Calls. Trainings attended: Loans, Car Loans, Credit cards, Amanah Finance and Call Model training.
- Follow up with the field visits team to unreachable customers by the Collections Support department
- Job duties involved working in the Al Nookhooba Program and Assisted the Emirates National Development Program.
- Maintain employee personal files (hard and soft copies) in a robust database management system and maintain data integrity and security of all employee information
- Maintain and analyses employee records such as attendance and various types of employee leave
- Review employee applications to ensure they are completed accurately and any benefits are in line with the company policy i.e. medical claims
- Job duties involved controlling and supervising day to day Personal auto loan activities according to the standard Procedures of the bank.
- Providing prompt service to the Sales staff and preparing analysis reports related to all loan Transactions for approval
- Work closely with the Collections Support and Legal departments to provide any requirements or information as regards the department and to prepare any relevant documents
Manage the Premier customers, dealing with all correct departments to resolving problems & issues raised by the customers and making sure that any gaps in performance or quality are quickly identified & addressed.
- Maintaining positive relationships with existing customers through regular personal contacts; ensuring that all requirements were handled promptly & efficiently.
- Minimizing the number of customer complaints and work to provide satisfactory and timely resolution.
2007 Course in general English business communication (The British language Institute) 2005 Higher diploma in computer studies and programming (Computer college, Dubai, UAE)