Authorization & Fraud Control Officer
National Bank of Kuwait (NBK)
مجموع سنوات الخبرة :22 years, 2 أشهر
Jop Purpose
Provide authorization services to NBK GROUP cards holders & NBK Kuwait key-net merchants machines owners, take the necessary & prober action against fraud activities related to NBK Cards & Machines, responsible of providing emergency assistance for NBK credit card holders outside Kuwait.
Key Responsibilities:
- Receive all authorization requests (mainly telephone calls) from merchants and provide approval/ declines as the case may ball authorization requests (mainly telephone calls) from merchants and provide approval/ declines as the case may be.
* Receive transaction/authorization enquiry from issuer/acquirer banks & provide responses after verifying the transactions.
* Monitor fraud alerts from Falcon system and take appropriate action such as contacting the customers, blocking the card, fraud escalation. This is to be performed in a timely manner so that the action is taken before the next transaction attempt.
* Take the proper action regarding Lost/Stolen cards daily report update request.
* Facilitate the issuance for the emergency cards issuance through Visa/MasterCard whenever is necessary.
* Review & take action on Fraud/ Authorization daily report on ATM cardse.
* Receive transaction/authorization enquiry from issuer/acquirer banks & provide responses after verifying the transactions.
* Monitor fraud alerts from Falcon system and take appropriate action such as contacting the customers, blocking the card, fraud escalation. This is to be performed in a timely manner so that the action is taken before the next transaction attempt.
* Take the proper action regarding Lost/Stolen cards daily report update request.
* Facilitate the issuance for the emergency cards issuance through Visa/MasterCard whenever is necessary.
* Review & take action on Fraud/ Authorization daily report on ATM & Credit cards .
•Handle all incoming calls
•Provide best possible service to both external & internal customers to achieve highest level of customer satisfaction and exceed customer expectation.
•Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support, Activations, Outbound & Save Initiatives…etc)
•Achieve the requested Staffed Time on a daily basis to minimize Lost Call Rate
•Provide proper information to customers with complete & comprehensive understanding of NBK Products, Services, Policies & Procedures
•Fully understand & adhere to NBK policies & procedures that generates personal / professional credibility & trust
•Respect & apply bank vision & values
•Fully understand both individual & bank objectives to achieve them effectively & efficiently
•Use available methods & tools to develop own skills & information (applications, intranet briefings, attending trainings, etc.)
•Resolve customer complaints in time and efficiency by finding alternative solution and contact other departments to ensure the problem solved & treats them as business opportunities to ensure continuous improvement & development
•Escalate problems & provides relevant feedback to the right channels
•Contribute to the upselling of bank Products and Services
*explain and calculate bank products such as loans, credit cards, investment funds prepare and compleate all the prosedures to finalize it and make it ready to send it to the branch to be sigined by the customers.
*Update knowledge of NBK promotions, special offers and other marketing activities to provide acurate information to the customers.
*Achieving provided target from the managment by opening new salaries accounts, selling new loans and credit cards.
Assist team leaders in:
1) Monitor and evaluate performance of Call Center Agents and provide them with the feedback
2) Prepare and submit Agents Performance
3) Follow up agents applications mistakes to correct it and re enter to the system.
4) Help, support, monitoring new joiners agents to ensure understating of bank products, services and producers.
5) Suggest and discuss monthly target plan with the team leader and explain it to our team members.
Assignment handled so far (Global Direct)
* handling phone calls,
* Greeting customers, identifying the company and my self, build and maintain good relationships with clients
*Providing accurate and consistent information (Products & Policies)
* Communicate effectively, both orally and in writing
* Listening, questioning, analyzing customer problem and solve problems within limited time.
*Saving customers by solving problems and updating their contact numbers and addresses
*To up-sell and cross-sell company’s services with existing & new clients (subsidiaries, etc.)
*To quantify and qualify customer satisfaction.
*Assist Customer Care Manager in operational processes
Assignment handled so far (Orbit for pay T.V)
* To greet and build good relation with customers.
* Explaining our product which is pay t.v channels.
* Find out which package suit the customer needs and offer it.
* Finish the process of the new contracts,
* Updating our system with new customer details and contracts.
* Approaching customers bye * Nominating new customers from existing one.
* Making maintenance reports and sales reports to analyze the sales process.
* make cold calls, Identifying/qualifying potential customers and schedule meetings
* planning and organizing abilities to get a new customers from searching the market
* Visit companies depending on previous scheduled plan
* follow up the process
* Closing deals
* Nominating new customers from existing one
Working for Swiftel international Co. (Kuwait)
At Sales & Customer care Dept . Since May 2004.
This company deals with pay TV Channels (Al Awael& ShOWTIME)
Calling cards and Internet service
Assignment handled so far Customer service & Support (Swif Tel)
* answering a multi-line phone systems,
* greeting customers, build and maintain good relationships with clients
* communicate effectively, both orally and in writing
* analyze and solve problems.
* Providing customers with the latest and updated information related to our products and services
* Helping and supporting customers by solving problems related to our services and products(releasing in-used Internet & calling card, refreshing signals for pay t.v channels through the web site, transferring technical problems to the technical dept, supporting customers using our dia-lup & DSL services)
* Front desk receptionist duties of greeting customers, making invoices for the renewal and new subscription contracts in addition of answering calls
Assignment handled so far (Sales Dept.)
* Explaining different products & services of our company such as (pay t.v channels, Internet services, International calling cards)
* Completing the procedures of new customers
* calling our existing customers of pay t.v channels(al Awael, Showtime) regarding to the renewal of there subscriptions due to expired
* create new market by nominating new customers from our existing customers
* Making reports /orders for the renewal of the customers subscriptions
* Worked for C2K (software & hardware authorized dealer) (Egypt)
At technical support department from May 2001 to May 2002,
Also worked at customer service department from May 2002 to May 2003
Technical support (C2K Co.)
* dealing with hardware and software problems, fixing computers hardware, changing parts, installing software (windows, Microsoft office, other programs )
* upgrading hardware, installing new computers
Customer service & Sales (C2K Co.)
* meeting customers, introduce & explain our services and products
* Helping, assisting & providing customers with the best and suitable product and services for them
* making contracts
* Follow up contracts
Courses has been taken on New Horizons Institute * Microsoft windows 2000 network and operation sys
