Profile: Have experience of working in HSBC, – Electronic Data Processing for 18 (2005 to date) years, in Hyderabad as a Customer Service Executive, with good communication skills and work towards satisfaction of internal and external customers.
I have experience of Handling incoming calls from UK & UAE and responding to secure emails from customers regarding Debit and Credit Cards queries and currently handling Mortgage Loan applications for Hong Kong customers
Objective: As a person with an open mind and positive attitude blended with an interest to learn new things to progress in career, I am looking to excel in a responsible position to optimize my training and skills, while making a significant contribution to the success of the company
• My experience withing HSBC in various procedures/ processes is of immense value and I have learned below skills.
• Resolution of customer query at the first point of contact
• Attention to detail
• Time Management,
• Customer data protection
• Enhance quick delivery of services
• Maintaining good rapport with internal and external customers
--------------------------------------------------------------------------------------------------------------------------------------------------------I have detailed below the various process that I have worked with during my tenure with HSBC Global Service Centre, Hyderabad
March 2019 until date -Mortgage Loans Hong Kong
This involves processing of applications (GWIS system) for Hong Kong customers Mortgage Loans – We receive first source of applications of the customer for a home Loan, attach any further documents requested by the bank, to parent application and also prepare Valuation Report for the property at source for estimated loan amount required for disbursement. Basic knowledge in servicing of Mortgages, like account maintenance, sending letters for releasing Title deeds as requested by customer’s Solicitor are also done by me. As my Manager was on leave for 3 months, from March 2023 until June 2023, I managed a team of 10 members, took daily team huddles, all daily and monthly reports were also prepared and sent to onshore team as requested.
Sept 2012 until March 2019- Cards & Loans Middle East
Issuing of Debit and Credit, pin replacements, card upgrades (customer request form scanned via GWIS) , answering queries regarding customer cards from Branch Manager(via mails); end to end processing of Corporate Credit Cards applications and issuing first time new credit cards the same day of scanning application to meet SLAs., Handling CMS of customers from UAE, Bahrain, Oman, Lebanon and Qatar for issuing No dues letters, clearance letters for Personal and Vehicle loans. In addition to this, have experience in servicing of loans for all Middle East region customers like taking part payment on loans, amending instalment amounts or number of instalments against loan paid, making changes in system for Eid Waiver, in SFE, HFE, working knowledge of green screens, towards credit cards transfer to upgrade from one card to another card type etc, while making old balance transfer to new card, converting purchases on cards at Lulu and other shop establishments to Flexi Instalment plans, handling queries related to instalment payments were also actively handled by me. As I have prior experience in handling Secure E- Messaging and customer calls, the team Auditors turn to me for any doubts regarding card, on shore team would ping/call me for any clarification required for Oman region and also received Service Excellence award from UAE DIC- Dubai Internet City, Dubai for my contribution to Corporate Credit Cards)
November 2009 until Sept 2012 -Secure E- Messaging
This is another source of contact for bank customers by logging into their accounts using a password, for queries related to card renewal, courier details, dispatch to overseas address, charges on cards, due dates for credit card payments, Air Miles redemption etc. We serviced Middle East regions for countries as detailed above., Egypt region was handled by a separate team altogether. Due to my experience in taking calls for the same region, it became easy to process customer queries, team would seek assistance; as I was instantly able to answer queries, they fondly called me Father of Cards
July 2007 until November 2009: UAE Customer Calls
This is a 24/7 customer support team where in the customer can contact us for any card related queries like, card not working, opting for flexi instalment plan, query related to finance charges, late fee waiver, card, pin replacements, selling our insurance plans and Amana Loans to customers, offering Time Deposits with good interest rates, selling Credit Shield on card etc., in a shift we handle about 95 to 120 calls.
April 2005 until July 2007: Voice Authorization Centre UK 24/7
This is a point of contact for customers if their Switch (Debit) and Issue Referrals (credit cards), First Direct cards are referred to the bank for security check, while transacting the card at a merchant establishment. The merchant would contact the call center for authorizing the payment that is referred to us. While Switch cards refer to us, we need to approve a transaction, once the customer is verified by us, even if funds are not cleared for a deposited cheque, on the basis of customer score and any decline for a valid approval would result in a serious customer complaint. I was handling about 100 calls in a day. This gave me good exposure to card fraud how to wrap up the call fast and speaking skills with a customer. I busted 4 Frauds on cards which saved the bank about GBP 4000.00
Aug 2002 to Aug 2004
Worked as Stores and Purchase Manager in East Africa, Uganda
Responsible for complete planning and procurement of Raw material for a safari lodge, managing day to day operations and handling staff in the absence of Resident Manager.
I have also managed a gift shop in the lodge with an inventory of more than 400 items. I procure goods from local crafts men and display them in the shop and selling prices are fixed by the management.
1992 June to June 2002
Worked in Taj Residency (now Gateway Hotel) in Visakhapatnam–
• Stores In charge- handling complete stores operations, placing orders, receiving and issuing raw material to various departments, like Restaurants, Main Kitchen, House Keeping, Bar, Engineering and others. Care is taken to monitor Fast Moving Items and place orders in advance, thus avoiding No Stock circumstances
Skills
I have considerable experience in hospitality and Banking industry and looking for a new role. I have good reasoning and problem solving skills and I am sure my vast experience will add value to your organization
Duties and responsibilities held in HSBC as Customer Service Executive
• Good listener and active problem-solving skills
• Good interpersonal and analyzing skills
• Ability to handle pressure and work on tight deadlines
• Having an efficient way of Handling Problems.
Personal Details:
Qualifications: Commerce Graduate, can read, write and speak Telugu, Hindi and English
Age: 54 years Marital Status: Have 2 kids and my spouse is a housewife