Ibrahim Sutarwala

Monitor transactional-based card spends on a 24x7 basis as per Bank's procedures, agreed service standards and in accordance with agreed controls and procedures.

Contact cardholders on suspicious activities on their card accounts and take necessary actions as per Bank's procedures in accordance with agreed controls and TATs.

Deliver efficient and quality services to both internal and external customers that meet or exceed agreed service standards.
Resolution of all customer issues & enquiries relating to any possible fraudulent transactions, disputed cardholder billings, etc., and channel feedback into process improvements.

Ensure customer requests & instructions via phone or email are validated before auctioning them and/or updating the card system.
Responsible for exercising judgement in interpreting Visa & MasterCard Operating regulations to detect possible fraudulent transactions on cards & to resolve customer disputes on any unauthorized or fraudulent transactions and protect the bank's interest by minimizing transactional losses.

Ensure to advise respective units in the bank to take necessary actions on any possible fraudulent transactions/accounts/disputed transactions and protect the bank's interest in minimizing transactional losses

Detect possible money laundering transactions on cards & report such transactions to Manager / Supervisor Fraud Detection and protect the bank's interest by taking appropriate actions.

Ensure timely SAFE and TC40 reporting to respective Schemes.

Ensure that all calls are answered within 3 rings.

Achieve card fraud detection performance of at-least 80% through fraud detection tools.

Monitor Merchant-based card spends on batch basis as per Bank's procedures, agreed service standards and in accordance with agreed controls and procedures

Contact Issuer banks on suspicious activities on their cards and take necessary actions as per Bank's procedures in accordance with agreed controls and TATs.

Analyze Exception Reports such as Transaction on blocked accounts & cards, Auth Code Mismatch, etc and raise Charge-back in attempt to recover funds.

Preparing Write-Off Memo for transactions on which Charge-back was lost and funds could not be recovered.

Assist Supervisor in Quality Assurance tasks such as Call monitoring, Detection Supervisory Checklist, etc.

Approve loans within specified limits, and refer loan applications outside those limits to management for approval

Meet with applicants to obtain information for loan applications and to answer questions about the process.

Analyze applicants' financial status, credit, and to determine feasibility of granting loans

Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.

Review loan agreements to ensure that they are complete and accurate according to policy.

Stay abreast of new types of loans and other financial services and products in order to better meet customers' needs.

Handle customer complaints and take appropriate action to resolve them.

Sending Retention proposals to Risk Team & Business department in order to retain the customer.

Escalating cases to different Product Managers in order to retain customers not pertaining to Personal Loan Retention.

Maintaining the sales target of 1.2million and retaining loan outstanding of 2 million+ on monthly basis