Sr. Officer Key Account Customer Care
Bupa Arabia
مجموع سنوات الخبرة :11 years, 7 أشهر
Sr. Officer Key Account Customer Care (Operations & Services)
Major Function:
Is responsible of all services and operations for the customer account and value-added services in the customer’s organization & also providing a competent, courteous, efficient and proactive point of contact for customers (both internal and external) by answering customer queries via face to face/phone/e-mail so that all calls and member requests are processed as per company standards.
A Summary of the main tasks Responsibilities:
• Serving as Client Ambassador and liaison functional areas, championing client priorities, interpreting trends and marshaling resources to streamline operations.
• Accomplished in project management, relationship management and strategic planning.
• Handel all client transactions and requests (additions, deletions, updating, upgrade and claims).
• Manage client complaints and take all possible actions to resolve the issues to their fullest satisfaction.
• Work to improve the efficiency and quality in the operations and services.
• Ensure the proper follow up of the recovery plan and entered into the complaints system tracker.
• Manage and review the transactions between Bupa and customer.
• Quality check for forms and processes.
• Handel all request from customer such as: Price of services in the network, the availability of the service, investigation of provider issues with members, and etc..
• Responsible for assisting and mentoring all components of customer account with Bupa Arabia.
Sr. Customer Services Representative ( Operations Department )
Major Function:
Provides an effective customer service to the credit cardholders of the bank directly or via
Email including changing customer category & payment mode, reversal of fees & charges, conversion of status from credit to charge (or vice-versa), Card to card transfer and transferring credit balance to customer’s account. Handles all customer queries/complaints through SQS system in regard to the activities written above as per bank policy.
Summary of Main Tasks and responsibilities:
• Review and recommend the reversal of fees and charges from DB-R20 ( System handing general requests for reversal transfer etc ) on a daily basis.
• Execute Card conversion from Credit to charge (CG) or vice versa & other maintenance.
• Prepares vouchers for C/H (Cardholders), transfer payment Visa / Master cards suspense account to customer account and release hold.
• Prepares daily excel sheet for payment and adjustment to CMO department. (Card maintenance operation)
• Follows up with CMO & CFD department for any discrepancy in the daily posting
• Visa / Master cards suspense account etc.
• Change the customer Category as per the request.
• Transfer the credit Balance from Card to Customers saving account.
• Prepares daily ledger Entries for different Suspense, Fees and Account.
• Handle SQS Complaints related to credit cards.
• Update C-400 system not for any each & every Action on a timely basis.
Customer Relations Representative
To perform sales & services function at the Branch, by providing accurate and efficient service to customers (e.g. attending to customers request on all types of banking products and services) in accordance with prescribed operational policy guidelines and in line with the Bank service level standards.