Assistant Manager
HSBC
مجموع سنوات الخبرة :18 years, 5 أشهر
Currently Working as Assistant Manager HSBC, Cards Operations
Handling first & second level of investigation in credit card transaction disputes.
Took complaints regarding online or real time credit card frauds.
Analyse customer dispute letters with regards to credit card transactions and take appropriate action in line with the set of Visa / Master dispute regulations
Processing of Retrieval Requests, Chargeback, Fee collection & Fund disbursement maintenances
Reconciliation of suspense accounts
Backup creation for the activities handled.
Quality Assurance provision in the data shared.
Solving Management Queries.
Responding Adhoc Queries within TAT
Coordinating the production of Daily, Weekly, monthly performance reports for senior management.
All data extraction process has been done as per the global standard
Involved in UAT for System migration and automation process to reduce the time performed on the respective tasks.
Abiding to the card scheme compliance traceability matrix & creating simulator
Submitting Regression test scripts & working on that to get passed
Updating QC
Was a part of compliance & UAT testing for some of the applications like
• Whirl
• E-champs
• RMS(Request management system)
Support Desk
•Cleansing of incorrect or invalid contact number to improve the performance of the dialer (Automated dialling system) through continued process of quality check and ensuring that they are as per the required format.
•Tracking the contact number of non-contactable customers using various skip tracing methods.
•Custodian of cheques received from walk-in customers and through agency for the entire South region and ensuring timely posting of cheques for clearance through effective tracking and reconciliation method.
•Processing and validating the swipe request (Debit Vouchers) from the operations team to be deducted from the customer account towards card / loan payment.
•Tracking the performance of the telecallers and publishing of the MI.
•Tracking the attendance to be sent to HR for salary processing.
•Addition or modification of telephone number into the backend system.
•Preparing and publishing various reports on dialer performance, telecallers productivity and portfolio resolution to the operations team
Cash / Cheque deposit at bank.
•Raising invoice for the bills to be paid to agencies and for customers.
Cards Operations
•Handling first level of investigation in credit card transaction disputes.
•Took complaints regarding online or real time credit card frauds.
•Analyse customer dispute letters with regards to credit card transactions and take appropriate action in line with the set of Visa / Master dispute regulations
•Processing of Retrieval Requests, Chargeback, Fee collection & Fund disbursement maintenances
•Backup creation for the activities handled.
•Quality Assurance provision in the data shared.
•Solving Management Queries.
•Responding Adhoc Queries within TAT
•Coordinating the production of Daily, Weekly, monthly performance reports for senior management.
•All data extraction process has been done as per the global standard
from
(Persuing)