Jayaseeli J

I'm currently working in my previous organization with M/s. Standard Chartered Business Global Service Pvt.Ltd, Chennai for the role of Client Care Executive - Multi Skill PSB. I'm working in wealth and retail banking unit where we provide resolutions to customers of Standard Chartered Bank who holds credit/debit card. Work handles for following activities -

• Handle 70+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
• Collect source data such as customer names, addresses, phone numbers, credit card information and enter data into customer service software.
• Responsible for assisting new and returning customers with questions and concerns about credit card accounts.
• Performs maintenance requests received by phone for check re-orders, cashier’s checks, Debit/ATM PIN resets, change of address and name, close accounts, lastly account transfers.
• Utilized strong written and verbal communication skills by phone, email, or letter, in a timely manner.

I also worked with TLC DigiTech Private Limited company as a Membership Specialist, Chennai for four months where I was handling a specific 5star hotel which i was talking to the customer and explaining about the following activities -

• Membership package of the hotel with the benefits of hotel club membership.
• Often referred to as a hotel loyalty program is offered by hotel chains to reward guests for their frequent stays.
• Members earn points for every stay, which can be redeemed for free nights, upgrades, and other perks.
• Trained 4 new employees in customer service script recitation, conflict resolution.

Worked for 6 months from 25/05/2023 to 30/11/2023 with M/s. Standard Chartered Business Global Service Pvt.Ltd, Chennai for the role of Credit Card Maintenance (Contractor-MMC). I worked in retail banking unit where we provided resolution to customer of Standard Chartered Bank UAE customer who holds credit/debit card. Work handles for following activities:-

• Receive the SCB bank customer’s complaints through various channels like CEMES, letter41, corporate mails, Work through the dispute queued up by supervisor by work flow system.
• Investigate dispute based on the technical grounds and per regulations mandated by VISA and Master card associations.
• Process the chargeback by applying the reason codes based on the rules of dispute resolution process.
• Work on the general ledger exception items to clear out those within same day.
• Handling end to end consumer disputes and fraud disputes. Preparing monthly, weekly and daily MIS and planning the action based on the capacity for the day.