Associate
Abu Dhabi Commercial Bank
Total years of experience :13 years, 3 Months
Cross-sell and Telemarketing Acquisition Department
Protecting credit card information against fraud by effective verifications based on the customer’s personal history
and Credit Bureau information
➢ Restrict unauthorized payments upon failure of verification. Track transaction occurrence to detect fraud.
➢ Providing valuable inputs and suggestions to clients for avoiding fraud and identity theft
➢ Providing excellent customer service thereby ensuring high level of customer satisfaction
➢ Maintaining Average Handling Time (AHT), quality, schedule adherence, policy and procedures, value creation
matrix thereby obtaining a good scorecard.
➢ Provide trainings to new advisors and help them in resolving any issues.
Creating a new customer base for the Bank through focused calling and cold calls
➢ Responsible for networking and relationship building with prospective clients and existing client alike
➢ Handle remedy complaints and provide amicable solutions to resolve the complaint
➢ Ensuring business through various forms of personal loans
Responsible for carrying out direct sales of personal loans through cold calling in all the approved companies, as
well and meeting Finance Managers to understand the organization’s banking requirements
➢ Acquiring new loans, top-up existing loan, and building customer base through loan buy-outs from other banks
➢ Ensuring highest level of compliance while processing a loan and maintaining secrecy of customer accounts
Handling queries relating to customers credit card like Activation, request Statement copy, interest rate, payment,
waive fees, dispute a charge, request card, change of address, etc.
➢ Executing periodic business plans & strategies, in coordination with macro plans of organization
➢ Up selling third party products like credit protector, credit inform and offer balance transfer offers to customers
➢ Organizing team meets to discuss performance and setting goals and objectives for team members
➢ Verifying as well as providing assistance for queries regarding credit cards to the customers
➢ Providing voice based support regarding internet related queries.
Credit Card Operations and up-selling across regions
➢ Resolving queries relating to credit card activation, disputing charge, statement copy requests / transaction receipt,
payments, interest rate waivers, etc.
➢ Up-selling third party products like Credit Protector, Credit Inform and balance transfer to customers
➢ Was selected for HOP (House Of Pearls), an elite performance team which managed additional responsibilities like
handling call escalations, customer appreciation calls etc.
and Accounts SSC