Fraud Monitoring Executive
Emirates Nbd
مجموع سنوات الخبرة :11 years, 7 أشهر
tracking criminal fraud, which may involve monitoring financial transactions and analyzing the data retrieved for irregular patterns on customers debit and credit cards.
Maintain records of all customer interactions and respond to email correspondence.
Complete all duties/tasks assigned by the unit manager.
Responding to others bank query regarding transactions confirmations for our customers.
• Remains available at all times for agents’ questions and concerns. • Handles calls from customers who wish to speak to a supervisor for whatever reason Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls. • Checks the wait time for customers on hold to make sure they are not waiting unreasonable lengths of time. • Reviews all call reports. • Maintains call agent attendance records. • Meets with management to report the progress of the call agent team. • Provides helpful feedback and positive communication to motivate the team. • Trains call agents on new computer or telephone equipment. • Communicates any company policy and procedure changes. • Makes sure agents participate in continuing education to maintain any required certifications. • Maintains any certifications the company requires of supervisors through continuing education or advanced training.
Handling flight and hotel reservations.
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