Loay Badrawy

• Supervising & assuring to resolve all customer service requests within applicable TAT & provide excellent service to the customers across all segments
• Supervising & Authorizer for various financial/non-financial transactions & daily customer requests.
• Supervising & Authorizer cards Maintenance, Card Stock maintenance and control as per the PCI-DSS.
• Supervising & Handling all Cards Delivery process and daily activity related to card delivery.
• Handling all Dispute Transactions cooperating with NI.
• Providing constant feedback to policy and front office units, etc.
• Management of credit Ops teams for data entry, CPV and document verification.
• Overseeing queries raised through inbound and outbound calls from contact center and branches
• Handling company invoices and ensuring timely payments to vendors
• Processing loan disbursals to credit card
• End to end handling of credit card issuance and distribution process
• Performing other duties as assigned including trouble shooting operational issues by coordinating with other departments /handling escalations, ensuring quick resolution.
• Support various internal departments like collections and credit operation.
• Posting sweep and other routine banking entries through spreadsheet.
• Maintaining MIS for Master card reconciliation, Foreign spend, Charge back and Over Draft interest calculations for both USD and AED bank accounts.
• Performs bank account reconciliation on daily basis
• Monitor the exceptions and ensuring the are resolved in timely manner
• Ensuring follow up for all aging exceptions End to End process responsibility and to be in control of end of day reports and cut-offs escalating any error/exceptions on identification.
• To handle customer queries and complaints in a timely and effective manner
• Make sure all previous day bookings are extracted loan disbursals are processed in a timely manner
• To prepare EFT file for personal loan disbursal to customers account
• Issuing cheques for auto loan disbursal
• Validate refund requests and process accordingly as per service request raised by customer
• Posting payments received through various exchanges and Central bank
• To post payments received in various bank accounts.

Duties of a Collections Specialist include collection calls and/or correspondence in a fast paced goal oriented collections department.
• Providing customer service regarding collection issues, process customer refunds, process, and review account adjustments, resolve client discrepancies and short payments. Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments, small balance write off, customer reconciliations and processing credit memos.
• Accountable for reducing delinquency for assigned accounts.
• Perform other assigned tasks and duties necessary to support
the Accounts Receivable Department.
• Enlist the efforts of sales and senior management when
necessary to accelerate the collection process.
• Must communicate & follow up effectively with sales dept.
regarding customer accounts on a timely basis.
• Establish and maintain effective and cooperative working
relationships with dealers and sales.

Reporting to Head of Customer Service & Operations.
• Lead and manage a team of 6-8 Operations member responsible
for the overall direction and performance of the team.
• Analysis of customer dispute letters, affidavit of fraud and
other documents received from Card Members including
Visa/MasterCard.
• Process Chargeback cycle activities which include Retrieval
Requests, Representations, Compliance, and Arbitrations.
• Monitor customer service operations offering quality services, support first line and platinum priority customers through resolving issues and complains, and handling queries and requests, through CRM system with minimal Turn Around Time (TAT).
• Handling all Dispute, Fraud Transactions, and chargeback.
• Track overall process functioning, identifying improvement
areas, and introducing suitable solutions to optimize customer
satisfaction levels.
• Generate methods to assist customer service initiatives for
consistent modifications in the front office and back office
operations.
• Handle bi-monthly call recording quality checks for the provision
of feedback or training to various call center agents so as to
deliver a high level of customer service.
• Responsible for training call center agents and assists with the
development and implementation of credit card operations
and policies.
• Coordinate and manage the operations of the Card Services
Department
• Support the team with their inquiries regarding the customers'
calls.
• Handling New projects related to cards business.

Direct reporting to Head of Cards Department& Supervising overall cards department.
• Supervising New Account review & Application Processing, Card & PIN production and delivery as per the industry standards.
• Lead and manage a team of (3) Cards Operations members responsible for the overall direction and performance of the team.
• Analysis of customer dispute letters, affidavit of fraud and other documents received from Card Members including Visa/MasterCard.
• Maintain daily MIS for incoming & outgoing retrieval & chargeback
• Process Chargeback cycle activities which include Retrieval Requests, Representations, Compliance and Arbitrations.
• Resolving complaints received from Central Bank after thorough analysis and respond to Central Bank timely, appropriately and maintaining a high standard in quality within established TAT.
• Provide complete operational support to the Card Issuing, & loyalty business.
• Handling all projects related to cards business.
• Supervise Maintenance of Accounts, card stock and controls as
per the PCI-DSS.
• Supervise UAE SWITCH operations, settlements, reconciliations
& dispute resolutions.
• Coordinate with third-party processors in regards to Vision Plus
system maintenance, daily operations, and monitoring Service
Level Agreements (SLA).
• Participate in ongoing projects related to new card products,
process improvement and re-engineering.
• Provide complete operational support to the Card Issuing, &
loyalty business.
• Monitor daily the new application processing & Production,
Visa & Master settlements with respect to acquiring the business.
• Participated in all User Acceptance Testing (UAT) and
implementation of new operational and technical projects
related to issuing, acquiring and loyalty business.
• Preparation of daily data backups & processing of cardholders
monthly statements.

Handling all kinds of credit cards "Visa, Master, Amex, JCB"
• Contacting merchants via a letter and email to retrieve valid
supporting documents pertaining to the Chargebacks &
retrievals.
• Analyzing, scrutinizing and evaluating the documents received
from the merchants according to the guidelines laid by Visa/MasterCard/ Amex/JCB and then representing the chargeback case back to the issuing bank.
• Support the team with their inquiries regarding the customers' calls.
• Lead and manage a team of (6) members Authorization & Fraud team responsible for the overall direction and performance of the team.
• Providing reports to the management regarding the daily performance and calls profile.
• Process new applications for Merchant, Debit/Credit card, renewals and dispatch and execute end to end card production process.
• Execute all card maintenance requests like expiration, pin number, address modification, and loss.
• Executing Card & POS Operation transactions / activities and reconciliation processes effectively to ensure proper settlements including NAPS, VISA & ATM Reconciliation .
• Participate in all card/POS related system testing for all enhancements and new systems.
• Customer service for 3rd party banks by providing; Card blocking, Activation, Inquiries, New Applications, TCLI, Memo credit & Memo Debit for " Diners Club, Finance House, Bloom Bank, MAF JCB, United Arab Bank, Bank of Sharjah, Invest Bank, and Bank of Fujairah".
• Maintain the VISA AND MASTER lines with the help of the ITN section.
• Doing posting for the Diners Club Cards, blocking and activation and maintaining the Bridge System.
• To maintain the inbound and outbound calls by providing
correct and accurate information for Third Party Customers. Process the Authorizations; Mail Order and POS hold transactions within TAT. Solve the Merchant queries regarding payment, Merchant Advice, Stationery, and POS issues within TAT through Emails/Calls.
• Follow the rules, procedure, and Objectives of the Dept. for the smooth workflow in the department. Maintain the quality of Customer service delivery for Merchants and TP clients based on training received in the Dept. Initiate ownership of calls and solve Customer complainants within TAT. Provide new ideas to increase efficiency, quality and service level in the Team.
• Ensure that Third Party Customers get correct and accurate information for the Credit / Debit Card inquiries. To assist Merchants with their daily queries (Authorization, and Technical POS issues). To provide accurate information regarding in-house and Branch inquiry for Authorization and transaction details. Co-ordinate with the Third Party / Merchants with issues at various levels internal and external with units like CSD, ITN, and Branches. To Maintain, Check and respond to all the requests received through email / Fax and CRM.

Worked with customers needs on daily basis and dealing with their different cultures and needs.
• Handling customer inquiries and capturing customer's requests in the system, following up the requests further to closure.
• Opening accounts and time deposits and executing the applications for auto loans and personal loans and credit cards.
• Handling customer complaints with a professional way capturing customer's complaint in the system and follow up the complaint further to resolution.
• Worked as team coordinator handling daily and weekly reports & adherence reports & sick leave reports and make the needed updates for it on the system for my team.
• Educating the customer to use electronic channels like internet banking & ATM & CDM machine and phone banking services to help the customer get the best service at all time.
• Achieve the highest service quality target in the department which is presented through the monthly report.
• As a top performer, I worked as a floor walker assisting other associates in customers inquiries in order to ensure the best quality and fastest resolution for customers inquires.
• Worked as night shifter handling more than 65 different skills and assisting the customers in all inquiries related to all the products of the bank.
• Worked as priority customer service representative dealing with VIP customers handling all their issues and complaints.
• Coordinating with other departments to ensure the execution of customers requests within the required TAT.

Provides fast, efficient and friendly service for Guests while making reservations and providing information.
• Meeting or exceeding office standards for Signature scores, calls answered, and performance quality.
• Responsible for knowledge of each product or package sold in the ticketing system that is offered to guests for purchase including prices, seating, schedules, and availability.
• Enter reservations into Sabre system by phone
• Sales and marketing representative.