Team Leader assistant and Fraud analyst
Commercial Bank of Dubai
Total years of experience :18 years, 5 Months
1. Generating and Monitoring different type of Credit and Debit cards Risk Reports.
2. Monitor all debit cards for any suspicious transactions inside and outside UAE 24/7 using fraud monitoring system.
3. Monitor the VIP/VVIP declined transactions report 24/7 to help the customers and make sure their transaction go thru successfully without any inconvenience.
4. Monitoring all suspicious ATM machines and merchants POS upon alerts from Central bank/Visa international and Master Card co.
5. Monitoring CBD ATM machines for any suspicious activity and take the corrective action.
6. Training and coaching the new CAU agents on all kind of activities and systems.
7. Contacting the customers in order to verify the suspicious transaction if any.
8. Receiving referral calls from visa international and help the customers overseas.
9. Daily Withdrawal Limit amendment for all cards (Debit& Credit) and country blocking based on fraud trend.
10. Respond to risk Alerts from acquiring banks and payment organizations.
11. Unit Team Leader assistant.
12. Provide daily activity report to the unit head.
13. Handling and managing the Call Center floor.
14. Taking full responsibility of the Service level and the agent calls quality as well as the attendances.
1. Ensure providing superior customer’s services and answering all incoming calls with maximum quality and highest productivity.
2. Recognizing and convert sales opportunities while answering prospect customer’s inquiries and deepen existing customer’s relationships by Cross Selling and generating sales lead.
3. Applying sounds and accurate product knowledge.
4. Follow up all activities and requests arising from customer’s calls and deliver as promised.
5. Complaint’s handling and problems’ resolution.
6. Checking and updating customer data and information.
7. Provide management with valid and regular customer’s feedback.
8. Ensure efficient secrecy by applying the standers security measurements before providing any information to callers as specified by bank’s policy and procedures.
9. Answering the help desk e-mails.
10. Card authorization unit (six months).
• Communicating with the clients and ensure they got the right information
• Planning and organizing the sales for better future income
• Managing information or general administration support of the sales
• Producing things what can give better value for the project
• Creating and developing Ideas that can help to increase the sales
• Market study and market research
• Handling the fresh sales offers and forward it to the landlord for the final decision
Handling Debit cards portfolio fraud monitoring.