Customer Service Officer
Rakbank
Total years of experience :1 years, 3 Months
• Manage the customer service functions of the Business Finance Unit and team.
• Carry out all administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures.
• Send all complete error free account opening, Loan applications and BTC to the respective departments after KYC checks and World checks have been made.
• Ensure approvals are in place prior before processing the service.
• Create CIFs for new to bank customers through Finacle.
• Carry out the services like Profile change within the timescale with all necessary approvals prior to the changes,
• Liaise with various departments like credit, COPS, CROPS, account services within the bank and resolve queries and problems.
• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external.
• Ensure compliance with policy, procedures, standards and reporting requirements, plus any relevant regulatory and statutory requirements.
• Identify and recommend improvements to procedures and processes to improve process and service levels.
• Provide specialist information, guidance and advice to the team through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
• Understand customer needs and requirements and advice the team accordingly.
• Retain customers through complaint resolution and other enquiries in coordination with Complaints unit and to perform duties or tasks as required or instructed by the line manager to support the smooth operation of the branch.
Operations - Australia Credit Operations, Acceptance)
Functional Domain: Consumer Banking, Australia Credit Cards
Process Overview: Australia Acceptance plays a central role in processing of Credit Card applications for Citibank Australia. It deals with completing the verification of employment, income, residency, etc of the customer. Process involves thorough knowledge of Acceptance procedures and compliance guidelines. Process involves detailed knowledge and skill to review various types of income, address and other documents.
Key Functional Responsibilities:
Providing critical support to Credit Card Acceptance (Originations) operations for Citibank Australia.
Understand the different areas of operations within Credit Card Acceptance Domain and propagate corporate values.
Consistently meeting the targets as defined for the process, so as to deliver superior customer service.
Periodical discussions with the clients in Australia (weekly/daily) on KPI (Key Performance Indicators) and receiving update on latest guidelines on Acceptance process.
Reviewing files before cancellation and making all possible attempts to save the application.
Ensuring Daily productivity target is met to keep the TAT in line with the desired SLA.
Liaising with the client on periodic basis to formulate dialer strategy to maximize conversion rate.
Keeping a check on ageing of the applications to manage Vital Few metric.
Working on a project to minimize the cancellation rate.
Income Processing:
Managing payments to client accounts ensuring high accuracy rates and maintaining turnaround timelines as per SLA. Reviewing income and investment documents to ensure the calculations are as per market standards and norms. Liaising with paying agents to ensure funds are released in a timely manner to JPM to further process to clients. Confirming principal and interest factors from both solely responsible sources: Issuers and Paying Agent at the calculation stage.
Income and Corporate action Inquiries:
Managing inquires received directly from top tier clients on corporate action events both mandatory and voluntary. Assuring accurate responses in a timely manner and documentation supplied by the external parties to the client ensuring client satisfaction with no data breach involved adhering to company policy.
Key Functional Responsibilities:
Manage enquiries from Client/portfolios and external Parties on different assets/classes Equity, Bonds, CMO and private placements. (Issuers and Paying Agents).
Providing clients with event information such as rate calculation, back-up documentations, payment information etc.
Maintaining turnaround timeframes for Client enquiries as per SLA.
Handling escalations and ensuring resolution of critical end-customer issues.
Provided critical support to banking operations of JP Morgan supporting client payments
Identified opportunities and executing projects to achieve organizational objectives; initiating business process re-engineering initiatives.
Current role achievements
Consistent “Meets high Expectations” for the last 2 years.
Successfully and seamlessly migrated inquiries process for ADR (from Dallas) and Private Placement.
Improved client satisfaction for Blue print clients
Knowledge to read and understand instructions received from the client.
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