AGENT
ENBD, Network international
مجموع سنوات الخبرة :15 years, 8 أشهر
Currently working at Diners club operations department (NI), Monitoring Diners Club accounts, vouchers, points & cheques.
- Sending Reports to Merchant Settlement for Rejected payments.
- Contacting with ENBD branches to get a copies and clear the blank payments.
- Waiving out the charges with proper remarks and approval's to avoid any inconvenience to the C/H.
- Strict monitoring of the Duplicate/Missed out Corporate Payments to prevent any loss.
- Preparing Diners settlements.
- Funds are transfer from/ to DINERS, EBIL, MRD, to TAS A/C.
- Maintenance of accounts & payments.
- Monitoring BMI reconciliation on daily basis to avoid financials loss at BMI end.
- Monitoring and advising reconciliation department for knocking of the entries from DCSP reconciliation account, PARS DWSS & PARS Franchise reconciliation account.
- Control and monitoring all pending entries in DCSP reconciliation to avoid any financial loss.
- Clearing DCSP-Chargeback adjustments entries.
- Passing LQ & EQ settlements debit and credit as voucher.
- Control & Update UAE & BMI rates on a daily basis.
-preparing Cheques, letters & vouchers to Merchant for point’s redemption (Damas, Paris Gallery, Jashanmal & dusit dubai).
-Improving the quality of the service offered to the customers & clients.
-Always reachable to the customers during working hours.
-Improving the quality of the service offered to the customers.
-Keeping good relationship with client banks.
-Providing support and settlement reports to client back with in TAT.
-Healthy relationship with colleagues to ensure comfortable work environment
Programs: Vision plus, CRM, Synergy, Finacle, Diners Club International system, Equation.
- Worked at MAF finance in the Operations department and as a senior and trainer in the Call center & Customer service Department from Oct 2011- August 2012.
Key Responsibilities:
- Understand the mindset of a customer & serve their enquiries.
- determine customer needs and provide solutions with regards to their banking requirements
- Relay information in a concise & clear manner.
- Educate customers on product options
- Treat each customer as if he or she was the most important person & train the new colleges for the same.
- Being polite & helpful at all times.
- Manage customer and bank privacy.
- Manage and pass on customer feedback.
- Gave a proper training & full support for new joiners as a call center & customer service agents.
- Have a sufficient knowledge about the banking products & services & respond to all inquiries accordingly.
Programs: Vision plus, CRM.
Joined the Network International (AUTHORAIZATION dep.) on the 3rd of September 2008-Present, where I was promoted after my performance.
Key Responsibilities:
My duties:
• Support the team with their inquiries regarding the customers’ calls.
• Keep the calls and service quality high by tracing calls for each Agent with a feedback.
• Providing reports to the management regarding the daily performance and calls profile.
• Maintain the VISA AND MASTER lines with the help of the ITN section.
• Doing Diners Club Cards blocking and activation.
• Raising a request and complain and sending it to the concern dept. for immediate action.
Attend to VIP calls, Merchant Calls (problems & request related to POS cr. card machine)
• To maintain the inbound and outbound calls by providing correct and accurate information for Third Party Customers. Process the Authorizations, Mail Order and POS hold transactions within TAT. Solve the Merchant queries regarding payment, Merchant Advice, Stationery and POS issues within TAT.
• Ensure that Third Party Customers get correct and accurate information for the Credit / Debit Card inquiries. To assist Merchants with their daily queries (Authorization, Technical POS issues and Stationery). To provide accurate information regarding in-house and Branch inquiry for Authorization and transaction details. Co-ordinate with the Third Party / Merchants with issues at various levels internal and external with units like CSD, ITN and Branches. To Maintain, Check and respond to all the requests received through email and Fax.
• Taking calls for the 3rd party banks such as: DINERS CLUB, Finance house, united Arab bank, bank of Sharjah, invest bank, bank of Fujairah, Bloom bank and Islamic finance house. (Card blocking, activation, inquiries, new applications, TCLI).
Programs: Vision plus, Base 24 & Avanza.
• Professional Diploma in “Human resource Management” from London academy of managwment studies UK (National academy Dubai).
• Professional Diploma in “Leadership Management” from London academy of management studies UK National Academy in Dubai.
• Professional Diploma in “Marketing Management” London academy of management studies UK from National Academy in Dubai.
• Professional Diploma in “Business Administration” London academy of management studies UK from National Academy in Dubai.
➢ Certificate of secondary Education. ➢ Banking Diploma from (Emirates institute for banking and finance studies) ➢ Currently studying in Preston University (BBA) and I will graduate in May 2012. Specialization:
➢ Financial service (IFS) Banking diploma. ➢ business Accounting and marketing (Preston Uni.)