Cards Relationship Officer – Payments & E-channel
Barwa Bank
Total years of experience :19 years, 11 Months
Joined Barwa Bank’s credit card team on completion of the legal merger of Barwa Bank and IBQ and contributed to integration of credit card operations.
Managed all credit card related transactions through HPS PowerCARD suite of solutions across the payments value chain including onboarding all types of credit cards issued through CRM & branches as well as credit card maintenance activities through CRM.
Processed debit card transactions through PRIME including boarding of debit cards/PINs for cards issued to customers through multiple IBQ channels like CRM, contact center, branches, card services, central operations (COPS) and online
banking as well as debiting customer accounts of fees for cards/PINs issued on a daily basis.
Coordinated with the central operations department and ensured fees reversal with the approval of the line manager.
Dealt with issue of personalized debit cards including downloading and review of the cards embossed summary file from
PRIME Report Manager, coordination with production manager to issue work orders to the personalization team for
processing and embossing of the cards and retrieving embossed cards/PINs from root and uploading the main tracker for
daily records.
Provided card services with work order copies and an Excel sheet of daily cards/PINs produced for their records and
reconciliation.
Managed services to corporate clients related to Wages Protection System (WPS) in PRIME - coordinated auto generation
of debit cards renewals as well as new bulk WPS accounts, generation and delivery of cards against new package accounts
within 3 working days to branches and follow up for acknowledgement from them and communicated with WPS clients to
confirm manual renewal of employees’ cards.
Dealt with manual processing for issue of debit cards against new bulk accounts of Qatar Airways sent by central
operations (COPS).
Handed over debit cards/PINs generated on a daily basis to card services for delivery to customers and followed up with
SMS/e-mail notifications to customers and corporate clients for collection of cards/PINs.
Executed other transactions in PRIME including forwarding of VIP debit cards/PINs to private banking as requested by card
services, termination of cards for reasons like account closure, captured, WAU and uncollected cards, linking/delinking of
cards to specific accounts as requested by customers or COPS and daily updates of addresses and mobile numbers with
approval of line manager.
Maintained all documents required for records and/or audit in a secure area and forwarded them for archiving as per
approved procedures.
Generated and released management information reports to the line manager in the first week of each month.
Prepared the Manual Process of issuing Retail & WPS debit cards for the department.
Involved in UAT & Cards System Migration within IBQ Bank.
Involved in UAT & Cards System Migration during the merger process of IBQ & Barwa Banks.
Delivered excellent customer service to clients by following up with various sections/branches and providing on time
satisfactory resolution to customer queries/complaints.
Supported sales of all types of IBQ credit cards to customers by generating leads and providing referrals to the branches.
Managed the entire process of issue of cards/PINs including receipt of cards/PINs from the card production team and
securing them in safe lockers and coordination with branches/call center for issue of cards/PINs on request to customers.
Coordinated with the corporate banking department for arranging collection of cards by corporate clients like WPS
companies and Qatar Airways.
Dealt with the post-card/PIN issue process including ensuring receipt of card acknowledgement sheets with signature of
customers, end-of-the day balancing of all cards issued to customers through the tracker and supporting the department
head in weekly balancing in tracker of cards in custody.
Maintained all documents required for records and/or audit in a secure area and forwarded them for archiving as per
approved procedures.
Generated and issued monthly management information report to the line manager in the first week of the next month.
Provided personalized customer service of the highest standard to clients with courteous prompt responses to queries and
requests adhering to the bank’s values creating trust based relations.
Delivered information on the bank’s products and services to customers, generated leads for business development
through outbound calls and provided referrals to branches for follow up.
Participated in investigation of problems/issues, identification of root causes and implementation of effective corrective
and preventive actions.
Followed up client calls with required administrative tasks including completion of paperwork, checks of credit references
and liaison with other departments.
Managed a team of translators, assigned translation tasks, monitored and controlled quality of output ensuring
completion of all tasks on time as per given instructions to deliver quality translations.
Monitored and ensured consistent accuracy in all works related to translation and summarization of documents from
Arabic to English as well as English to Arabic.
Worked as in-charge of administration of the division and managed systematic filing and documentation of all paperwork.
Received 2 Acknowledgement Certificates for excellent translation and dedication to the job.
Taught English language to intermediate and high school level classes as per MOE curriculum.
Gained skills in teaching methods in the classroom by attending MOE educational training sessions.
Earned 3 Certificates of Appreciation as the best dedicated teacher in the school for 3 years.
Cumulative Grade: 67.72%