About this role
The 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
Processing
• 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.
Education
• 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