Process Associate
Tata Consultancy Services Qatar Ltd
Total years of experience :15 years, 11 Months
Perform Day 2 check on transactions posted by the branches/units against the physical tickets/supporting documents with the system reports as per the set guidelines.
Liaise with the branch/units for any exceptions for resolution and highlight the errors, missing tickets/documents to the management.
Submit the Debit card Off Us claims raised by the customers through the Local (SIBNET) and Regional systems (GCCNET).
Arrange the processing and dispatch of Balance Confirmation Letters of the Corporate Customers by liaising with the Branches and Relationship Managers and ensure the letters are delivered to the concerned auditors/customers as instructed within the agreed SLA.
Ensure the related signed-off reports on the Cancelled/Deleted transactions are received from the designated operational staff appointed by the Management and file it for reference.
Validate the drafts issued by the correspondent banks against the received SWIFT messages and related signature regulations.
Maintain the authorized signatories’ booklets of other banks by complying with the day-to-day updates/changes/instructions received from the banks and ensure the obsolete/outdated documents/signature booklets are removed and marked separately for archiving.
Respond to the requests for signature verifications on bank instruments/documents against the Signaturenet system/Signature booklets within the agreed SLA.
Perform the maker role for Signaturenet system to Add/Amend/Delete authorized signatories of the Bank as per the guidelines and instructions provided by the Management and Human Capital.
Generate various MIS and confirmation of Utility payment collections through branches and other channels made for Qatar Telecom (Ooredoo) and Kahramaa.
Provide support to the Clearing team on Inward Clearings through ECC during high volume days.
Coordinate with Finance and Operational Units for proofing of Suspense Accounts and ensure all the relevant suspense accounts are proofed monthly as per list provided by Finance Unit and the appropriate records are maintained for future reference.
Ensures all the proof sheets are prepared reviewed and consolidated as per the set guidelines before submitting it to the Finance department. Provide separate report to Finance for the outstanding items more than 30 days aging with proper justification within the agreed SLA.
Reconcile branch Managers Cheques account and highlight the items more than 180 days to the respective branches for action.
Coordinate with Finance team to move all old unclaimed Managers’ Cheques to unclaimed funds account after getting the Proper approvals.
Monitor the daily and weekly submission of customer mandates relating to Accounts /Loans/Cards and Data Control Units to Archives.
Scan/upload the completed customer signatures in the relevant system by adding the required details namely the customer ID number, operating instructions, etc.
Provided the required support to the Underwriters to prepare the claims.
Submitted the completed applications into the system by validating the documents and declined the requests where there are any discrepancies/duplications.
Handled the exceptions and priority cases as and when required
Investigated the customer disputes on their Electronic transactions (ATM, POS & ACH).
Validated the Unauthorized ATM disputed and approved or declined the disputes as per the procedure.
Received and approved the Provisional Credits to the customers for their ATM & ACH claims.
Verified the completed disputes processed by the team members.
Approved the credits and intimated the customers via letters on their disputes within agreed TAT.
Provided instructions to the Branch about the Overdraft Recovery transactions.
Validated the Overdraft Losses and Reclassified them to various General Ledgers.
Verified the Unsecured Loan documents and informed the branch on the findings.
Reconciled and submitted the Database and General Ledger reports Daily/Monthly/ Yearly.
Extracted the report on the Fraud and Operating Losses for the management.
Maintained zero error in the processes to ensure there were no financial losses to the bank.
Maintained the process trackers and amended the same with the updates received.
Scrutinized the insurance applications for accuracy/completeness and updated the details in the system.
Tracked the errors of the processors and provided corrective action plans periodically to achieve the quality standard set by the client.
Performed the following tasks related to Team Leader role:
Managed a team of 15 staff who were entrusted with different assignments/tasks.
Played the key role as a Trainer cum subject Matter Expert within the team.
Monitored the Workflow a constantly and ensured the cases in the queue were completed within TAT.
Ensured the disputes were thoroughly investigated and resolved within the agreed SLA.
Monitored the staff system access, training plans, Error logs, project allocation, productivity level & process knowledge on a periodic basis.
Ensured the Compliance requirements were met by following the set Procedures & Policies.
Prepared and submitted the Daily /Aging Analysis Report & the Error report to the Management.
Handled the Monthly Volume/Accuracy /Productivity Report of the Unit.
Prepared and presented the Monthly Analysis Report to the Management on time.
Collated the data and maintained the related documents required for the periodical Internal and External audits.
Monitored the performance of the team and provided the feedback periodically for the improvement.
Prioritized the client’s requirements and responded to them consistently and maintained a close rapport with the client.
Prepared the Monthly/Quarterly/Yearly presentations in a timely manner to address the team’s performance effectively.