Safwat Abd el raoof Salem

Back Office AgentFull Time

• Job Details:My job duties are: ATM: Sending a daily report for the available balance of all ATMs to the concerned departments in the Bank. Sending a daily malfunctions report for the offsite ATMs to the concerned company and following up with them till fixing the issue. Sending a weekly report for the Schedule Replenishment of offsite ATMs. Sending a report for the additional Replenishment of offsite ATMs if needed. 2.Wallet: Ensure that the data and documents received for the E-wallet from branches and Digital Banking are correct to create or Delete them on the bank system. In Case the E-wallet is rejected, the customer will be contacted to tell him the reason and the alternative to subscribe again. 3. Monitoring Calls: Listening to all Activation and Deactivation calls for cards and Sending a feedback if there any issue. Listening to all installments on credit cards and making sure that the installment tenor and amount that the customer want was enroll correctly. 4.Risk and Fraud Monitoring: Follow up with the customers to verify the suspicious Transactions. Follow-up transactions made through the E-wallet (more than 3000 or suspicious) every half hour, and communicate with customers to confirm these transactions. In Inbound Team: Answering Customers incoming calls. Handling Customers issues with efficiency and Proper way. Providing customers and non-customers with the organization’s services and products information. Following up The Customer's Complaint when required. Notes and call reports as necessary and updating them in the CRM. Worked on different systems (Citrix (CMS – FIMI – TWO Live) // E- Banking “Blom Connect – Blom Wallet” // Phoenix // Fawry (DWP – TMS))