Seiner customer service representative & Telemarketing/collection Team leader
AL KHALIJI BANK
Total years of experience :6 years, 0 Months
• Handle customer inquiries, complaints, billing questions and payment extension/service requests. Manage a high-volume workload within a deadline-driven environment & successfully diffuse volatile customer situations.
• Assist Risk team with credit card collection for both (0-30DPD) and (30-60DPD) & loans collection (Personal & Auto) (0-30DPD), with recovery target of 85%.
• Manage monthly Telemarketing & Collection reports.
Responsibilities in details below:
Outbound activities
Collection:
Credit card Collection:
• Manage credit card Collection Recovery (0 - 29 PDP) & ( 30 - 59 PDP) by ensuring customer is contacted (outbound calls & Sending SMS) and follow up for payment.
• Sending Recovery CC PO to credit card team to debit delinquent customers account with past due amount.
• Provide report, analysis and MIS to contact center Management on 16th of the month.
• Provide report, analysis and MIS to Risk Collection by end of the monthly.
Loans Collection:
• Loans Collection Recovery (0 - 29 PDP) by ensuring customer is contacted (outbound calls & Sending SMS) and follow up for payment.
• Provide report, analysis and MIS to contact center Management on 16th of the month.
Telemarketing:
• Undertake outbound campaigns and generate referral revenue to achieve 16.5% of the annual contact center conversion target.
• Provide report & MIS to Management team, including information from competitors or any new ideas for better leads/referrals generation and higher sales conversion
Inbound activities
• Attends to customer contacts (multimedia) and resolve inquiries, issues or complaints within the defined key performance indicators
• Generate revenue by identifying opportunity for ethical cross selling
• Manage inquiries related to Internet Banking and Execute request
• Manage inquiries related to mobile Banking and Execute requests
• Manage inquiries related to SMS Banking and Execute requests
• Educates and directs customers to appropriate channels to enhance customer convenience
• Support other operation functions from other dept (for example: Product Team/Central Operations or Credit Operations via outbound calls to provide information or resolution.
• Manage inquiries related to CC and Execute request (PO, CB, TCA, Activation ……)
• Undertake outbound calls for Transaction monitoring.
• Undertake outbound calls to Increase customers experience by both proactive & reactive via Service Recovery activities, to educate customers and to resolve any issues that customers had on debit card and/or credit card as per information provided by the systems.
Floor Manager Activities:
Deputises for Team Manager or Floor Manager when cover is required (Contact Centre only) and execute the daily task as stipulated including resource management, as below:
• Managing the floor to insure the service level within the contact center target.
• Spread all daily tasks and customers request among the contact center staff
• Update
• Contact center Daily call RFT MIS.
• Huddle and update contact center staff with new bank offers, strategies.
• Sending the Transaction monitoring report to Compliance on daily bases.
• Sending CC requests (PO, CB, Demo change to Credit card team report to Compliance on daily bases.
• Follow up on customers’ inquiries & requests through contact center email.
• Validate all customers’ requests and referrals.
• Download and extract daily reports(DC lock, unlock, PO, …..).
• Sending SMS activation code
• & unlock of DC PIN.
Other
tasks and projects:
Undertake assignment or project within the department and/or within organization as part of self development and career progression as designated.
Closed loan project:
• Undertake outbound calls to customers with closed loan and update the MIS with the reason for closing the loan and work on customer’s retention.
• Provide report, analysis and MIS to contact center Management
• Handling incoming and outgoing Customers call.
• Handling customer’s inquiries and Complains.
• Providing bank products sale’s leads.
• Call center new staff trainer.
• Bachelor's degree in Economics and banks from The Nile Valley University, Commerce & Business Administration College (2012)