Service Officer
FGB
مجموع سنوات الخبرة :19 years, 1 أشهر
Manage and increase the effectiveness and efficiency of Support Services, through improvements to each function as well as coordination and communication between support and business functions.
Project management and Coordination with Vendors and internal Departments
Coordination with NCR, Admin, Network Team, Branches, call center, Cash securer services, IT and finance for the continuation of process and ensure that all due dates are met.
Planning, scheduling and reviewing workload to ensure production output and on time delivery targets are achieved cost effectively
Oversee overall financial management, planning, systems and controls
Invoicing to funding sources, including calculation of completed units of service
Organizing and processing of fiscal documents
Responding Quires, Presenting Presentations, Coordinating and assisting different channels
Daily reconciliation for cash vault
Daily reconciliation of Business and financial needs
To build on the existing portfolio of clients, market new and existing offerings to them, to identify selling and cross-selling opportunities through the daily analysis and interactions made with clients in order to help achieve the sub-department’s Business targets.
Develop a close working relationship with all departments / sub-departments including Product partners.
Responsible for preparing credit information of loan quality trends
Preparing statements and reports in a timely and accurate manner to meet the department’s requirements, policies, and standards
Identify opportunities for continuous improvement of systems, processes, and practices while taking into account leading finance practices, improvement of business processes, cost reduction, and productivity improvement.
Directed training programs
Document Controlling and Coordination for Processing
Obtains paperwork needed for submission to Underwriting (including but not limited to paycheck stubs, W-2's, tax returns, Bank statements, etc.)
Keeps borrower aware of process (credit report/appraisal has been ordered)
If an approval or suspense, request items that will satisfy underwriting conditions
If a denial, talk with bother processor and borrower about reconstructing loan under a different program.
Follow written and oral instructions as it pertains to completing application paperwork, loan conditions, compliance requirements, and departmental policies and procedures
Interacting with customers by telephone or in person in order to provide information about products and services, to take orders or cancel accounts, or to obtain details of complaints.
Accurately record, remember, and verbally communicate detailed information
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Resolve customer services or billing complaints
Check to ensure that appropriate changes were made to resolve customer’s problems.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested.
Complete contract forms, prepare change of address records, and issue service discontinuance orders, using computers.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Solicit sale of new or additional services or products.
Client interaction and communication (E-mails & conference calling)
Dealing with existing and potential clients
Rescheduling operational activities for the new projects
Responsible for the maintaining the data on various projects
Supervising the call center executives (CSEs)
Responsible for sending the reports
Involvement in the training of the agents for upcoming projects
To prepare and analyze internal and external quality reports for management/staff review
Call monitoring and provides feedback to management team
To provide actionable data to various internal support groups as needed
Projects
Installation and maintenance of ATMs & CDMs
Project management for new ATM/CDM installation and coordinate with Vendors for the process.
ATM/CDM Software installation and Cassettes calibration
Networking, Account mapping and creating ID for the new machines
Cash Loading and passing the transaction in system.
Verifying if correct entries are reflecting in the Accounts
City Services Call Center for Islamabad (CDA)
Senior team led on the project of CDA Customer Services Helpline. It is an integrated software platform that provides tools and utilities to the:
Citizens for online access of complain.
Call center agents fielding the complaints
Supervisors in the contact center for generating demographic reports
CDA personnel to receive complaints and update fulfillment status
Executive management to view high level information regarding customer satisfaction
PTCL-V Wireless Helpline
Participated in operations of the help line for PTCL-V Phone as a Senior CSR Pakistan’s largest CDMA service and caters to over 14, 000 WLL telephone and multi-channel queries per day.
Qualification :