Senior Alternative Delivery Channels Officer
BLC Bank
Total des années d'expérience :17 years, 11 Mois
- Respond to incoming cardholder’s claims via phone calls, emails, internal mail, and call center.
- Do the necessary investigations regarding the claimed transaction (ATM, POS, & Online).
- Maintaining the Excess GL related to BLC ATMs (Withdrawal & Deposit).
- Pursue Chargeback for BLC cardholders as per bank/MC/Visa procedures and regulations.
- Follow-up the claimed cases and updating the daily/ monthly claim’s reports.
- Fraud monitoring.
- Cards GLs/ Accounts Settlement and Reconciliation.
- Cards Operations.
- Daily maintenance for cards (Activation, Cancelation, changing limits)
- IB/MB transactions process.
- Assist branches and related departments as needed.
- Proactively meet with customers face to face and over the phone to discover their financial needs and provide product and service recommendations.
- Report weekly to the product development manager and the sales manager about developing the bank’s products to meet the customers’ requests.
- Resolve customer complaints, issues promptly and effectively.
- Provide a full range of banking services to individual customers, emphasizing personal financial counseling and customer service.
- Develop and maintain relationships with partners to maximize sales opportunities and achieve sales standards.
A. Electronic Data Processing (Mar 2012 - April 2013)
- Process on daily basis all electronic and issuing files
- Import and export electronic files from and to cards organization
- Process payment’s transactions related to credit cards
- Closing the monthly cycle for each bank on CSCBank network
B. ATM Department (May 2008 - Mar 2012)
- First level support for the bank staff regarding ATM problems via phone calls, emails, and face to face support.
- ATM Replenishment Procedures.
- Monitor all ATM's on the Banking Network (up to 800 ATMs within different countries) and informing the branch if the ATM is facing any problem or empty of money.
- Generate periodical reports to banks, summarizing the ATM’s activities during a specific period.
- Always make sure that the security system is working to prevent any attempt of hacking.
C. Network & Communication Department (July 2005 - May 2008)
-Attending users phone calls.
-Local and overseas users support after working hours and during holidays.
-Executing various systems and critical applications backups.
-Monitoring of ATMs transactions and problems.
-Monitoring of MASTER/VISA/ other external networks thru different applications provided by IT users / vendors.
-Monitoring of Credit cards transactions.
-Monitoring of SMS banking and internet banking.
-Responds to failure alerts and takes prompt action.
-Maintaining the proper performance of the servers.