Job Description

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

Responsibilities

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.

Qualifications

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

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