Job DescriptionThe job holder is required to process abroad varieties of operational work on the Credit card. To ensure all card financial and non-financial requests processed before system cut-off time and resolved as per the terms & conditions specified in the service level agreements with the clients
ResponsibilitiesProcessing
- * Ensure that all financial / non-financial requests processed within the specified TAT with accuracy.
- Always meeting deadline for projects or any assigned task as per clients’ demand.
- Flexibility to work in weekend or for extended long hours every end of month.
- Handles the email requests & inquiries with professional time & manner.
- Provide professional follow-up to the requests which require approval from other departments.
- Ensure processing all the assigned requests within the day from various channels.
- Attend all the arranged meetings on time.
- Obtaining any assigned training without exceeding the deadline.
- Accurately record daily requests in the MIS tracker and to update scorecard on a daily basis.
SLA adherence
- * Ensure that all requests processed are as defined in the respective SLAs and as per the agreed procedures to avoid any complaints.
- Highlight issues noticed during BAU activities to avoid any potential complaints from clients.
- Effectively handle queries and complaints to ensure timely resolution.
Compliance
- * Ensure all the assigned requests & tasks are processed properly to avoid any mis-outs in the daily BAU activities.
- Ensure compliance to all operating policies & no actions which would lead to breach of service level confidentiality agreements with clients.
- Ensure strict adherence to office discipline, etiquettes, admin rules, HR policies and regulations to avoid any observations from the superiors.
QualificationsEducation
- * Bachelor's degree from a reputable recognized university, preferably faculty of Commerce & Information System
- Good MS Office skills (Word & Excel)
- Very Good command for English language written & spoken
Experience
- * 1-2 years in banking sector, Fintech, e-payments, digital financial solution or any relevant industry
- Exposure to CRM application & Way4 is an asset
Job-Specific Skills
- * Good interpersonal skills
- Willingness to learn & participate
- Respectful to all team members
- Customer service oriented “customer Focus”
- Self-motivated & Self-disciplined
- Able to work under pressure for extended hours
- Excellent multitasking skills
- Cross cultural exposure
