Senior Card Operations Executive
EMIRATES ISLAMIC BANK
Total years of experience :13 years, 2 Months
• Validated and Reconciled Income Account pertaining to Cards Fee (AMF, MMF, Processing fees, Statement fees OLF, Cash advance) and Expense accounts.
• Re-validated Interchange & FX income received based on Visa and Master scheme mandates to the postings credited by the vendor in the income accounts and notifying discrepancies as per the escalation process.
• Rewards & Miles earning Reconciliation and Complaints handling. Calculated and considered the Accruals for Rewards Provision and Cards Related Invoices to avoid spike in the Cards Portfolio.
• Maintained and Reconciled Visa & Master Incentive accounts, Quarterly reporting of cards to Visa & Master.
• Liaised with Internal Audit and External Audit on the Audit requirement data.
• Acquired Monthly Invoices from the vendors pertaining to Cards, Analysed and validated the Invoice as per the Agreement, Ensuring the services or the goods are received as per the order.
• Maintained Vendor Agreements, kept Track of the vendor expiry and getting the Agreement validated and reviewed liaising with Portfolio and Product team.
• Monitored Cards Plastic Stock for EI and corresponding Stationary for both Credit & Debit cards, providing forecast to the vendors, following up on Card Proof with the Product Team & scheme, maintaining latest Cards Proofs, Placing orders for Plastic stock.
• End to End coordination and Monthly review with Product and Marketing Team for Card Stationary (SOC, F&B, Card Carriers, T&C, welcome envelopes) and updating vendors.
• Raising Change request with the vendors to implement new plastic stock or the card Stationary.
• Thorough knowledge of the Card Maintenance System-SELECT, WAY4, VISION PLUS and core banking system- Finacle.
• Coordinating and Interacting with Product team and Portfolio team on the New Product release and with Vendors to execute the smooth process of new Card product launches and re-launches.
• Handled Projects and Testing related to New launch of card Products & New Card system.
• Involved in Way4 migration (checking the old system details with new system) and all system pilot testing intended for cards and continuous process improvements.
• Involved in the development of various UAT during the launch of new Cards System Way4, Finacle 11x, CRM.
• Processed Pre embossed cards liaising with Portfolio and Cards Risk team.
• Handed escalated customer complaints in a timely and effective manner. Acting as Direct and indirect point of contact for customer complaints, which are sourced through branches and other departments. In charge of handling all complaints which have been escalated., providing approvals for fee reversals as per Authority Delegation Matrix and Processing Card Maintenance activities.
• Conduct root cause analysis and suggest preventive measures.
• Executed the Cards Campaign Fulfillment process by Crediting or charging the customer as per the campaigns launched by the Portfolio or Products team.
• Monitored Temporary Credit Limit increase based on the Authority Delegation Matrix and Risk confirmation.
• Validated the Enrollment and Assignment file being sent to Partners and ensuring the rejects are normalized.
• Charging customers on Valet services, Golf services, VOX cinema based on customers spend criteria.
• Prepared and managed relevant reports, dashboards, MIS updates as per scheduled and requirement.
• Proficient in Data Management and Data Analytics.
• Independent review/audit of daily activities & process of the unit. Review is based on daily transaction audit report checked against source document receipt to identify potential risk.
• Involved in the preparation and updating SOP (Standard Operating Procedures).
• Involved in the Clean Desk policy and Anti money laundering Risks.
• Involved in improvement of Operational Efficiency.
• Actively involved in Testing of Flexcube (Core Banking System)
• Involved in the homework of Promotional activities coordinating with the Business Product Team.
• Involved in the Operational and Maintenance of Retail and Corporate customers cards.
• Active Outsourcing Planner by performing Training, Quality checks and participates in weekly dashboard calls on Onshore Activities.
• Involved in the development of various UAT
• Processing Card Maintenance Activities
o Limit Amendment
o Change in payment mode & percentage
o Card replacement, replacement, reissue, early renewal
o Cancel Card holder accounts
o Block/unblocking card
o Creation of IPP & Foreclosure of IPP, Balance transfer
o Change in Billing cycle
o Upgrade/ Downgrade/ Swap
o Card conversion
o Adjustment to total dues/ bucket amounts
o Bulk and emergency exceptional maintenance request.
• Managing the resolution of priority customer complaints within given timescales.
• Using complaint information to improve service standards
• Giving coaching and feedback to the agents
• Using the statistical methods to take a proper sampling of the complaints and then to report the results of the analysis.
• Processing Customer Dispute & Introduction to Chargeback.
• Analysis of cases. Forwarding the cases to Fraud Management Unit (FMU) and initiation of Chargeback as per the requirement of cases.
• Case Resolution- Closing of disputes within the stipulated time frame
B.E.(Electronics & Communication) MARKS IN PERCENTAGE:81%
Received proficiency certificates in studies and scholarship MARKS IN PERCENTAGE: 76.5%