Madhu M Gowda

Credit Card collection job involves contacting/assisting customers with outstanding debts, negotiating payment plans, and ensuring timely repayment, while maintaining professional communication and adhering to legal guidelines. Own end-to-end resolution of credit card collection cases from first customer contact to final closure.

KEY AREA & RESPONSIBILITIES:

• Contacting Debtors: Reaching out to customers who have overdue payments on their Credit Cards, via phone, email or mail.
• Negotiating Payment Plans: Discussing payment options with customers to establish a feasible repayment schedule.
• Maintaining Records: keeping accurate records of customer interactions, payment history, and debt recovery efforts.
• Responding To Customer Inquiries: Addressing customer questions, concerns, and complaints related to their credit card accounts.
• Legal and Ethical Guidelines: Following regulatory compliance with the UK Financial Conduct Authority.
• Identifying Potential Debts: Recognizing and flagging accounts that are likely to become uncollectible.
• Coordinating with Internal Departments: Working with other departments, such as customer service or legal, to resolve issues.
• A few application/application tools that I use are TCS/ Switchboard/ Sales Force/ ACES/ One Terminal/ Triage & Transfer/ Help File etc…
• Credit Card Services & Collections at Capital One UK.

Handling arrange of banking enquiries to successfully support a customer in their Banking needs. Handling inbound and outbound (where appropriate) customer interactions. Delivering a strong customer experience through each interaction, demonstrating ownership to drive first call resolution.

KEY AREA & RESPONSIBILITIES:

• I work on customer Basic bank account, Bank account, HSBC Advance bank account, HMST bank account ( Home/Travel Insurance) and Premier bank account. The first and foremost is to check if the customer has come in verified. If the customer is not verified then I would take the customer through verification procedure, post verifying the customer would assist the customer with the queries.
• I address all queries that include telephone banking, online banking and mobile banking.
• A few application/application tools that I use are BMM, Document viewer, HSBC Staff Website, iknow, RSA, VISA portal, Master Connect, Rewards Services, echamps, Product Information, and Outlook.
• I help customers with general queries like available balance, transaction information, updating personal details, information on arranged overdraft, reset telephone banking security number, enroll for voice ID, account details, closing accounts etc...
• I help customers with Home/Travel insurance premium payments via cash, cheque,and online modes.
• I help customers with basic insurance policy queries and payment related concerns.
• I help customers in raising complex disputes for multiple transactions based on the issue for all card transactions (VISA and Master card).
• I help customers with CBT (Competitive balance transfer).
• I help customers with fund transfer from Credit cards.
• I help customers with credit transfer from Credit cards.
• I help customers in regards to the interest, late fee charge and cash advance interest that incurred on the credit card.
• I help customers to locate and to open current and savings accounts online.
• I help customers with declined transaction reasons and assist customers to get the transaction completed.
• I help customers in reporting credit and debit cards lost/stolen, damaged, replacing, activating and Re-Advise PIN.
• I help customers to add the debit card and credit card to their digital wallet.
• I take the customer through verification and provisional questions to activate the card in the digital wallet when the customer is asked to call telephoning banking.
• I help the customer with the information regarding non-sterling charges.
• I help the customer with points balance and redeeming points for Airline Miles, Shopping vouchers, donating for charity, booking Hotels and guiding to purchase fine Wine.
• I help in raising complaints for customers-RFA(Raise For Action Complaint), No Bank Error complaint (resolved), Bank error complaint (resolved with compensation or for further action).
• I take customer feedback and update.
• I help the customers in ordering normal statements and up to date paper statements via post.
• I approve the customer's newly reset password to login to mobile banking.
• I help the customer to order, activate, replace and reset PSK(Physical Secure Key).
• I help the customer to order a card reader.
• I help the customer with application progress updates.
• I help customers in making Bill payments to New non-major beneficiary, Existing non-major beneficiary, New major beneficiary and Existing major beneficiary.
• I help the customer in connecting the line to the appropriate team to make high value payments.
• I help the customer to setup, amend and cancel SO (Standing Order).
• I help the customer in reversing Direct Debit, cancelling DD, raising indemnity claim, originator information of the DD.
• I help the customer with personal loan total due amount, monthly repayment amount and closing the personal loan.
• I help customers with internal transfer.
• I help customers in removing Gone Away markers and Dormant markers on the accounts.
• I help the customer with temporary and permanent withdrawal limits on debit cards.

Increase loyalty and retain business. I analyze customer behavior, empathize, and negotiate with customers to provide best solution. I compile reports(tagging) for sales managers to increase sales and improve customer experience.

KEY AREA & RESPONSIBILITIES:

• I address all customer inquiries that include(plan change, new purchase, country change, change payment instrument, billing dispute, unknown charge, fraudulent charge, minor purchase, contract terms and conditions, etc...), also I do up selling of services and cancellation of subscription.
• I analyze customer behavior and the query to provide the right solution by empathizing, negotiating with customers to renew contracts and retain business.
• I gather information about customer complaints and cascade to the management to improve customer experience.
• I understand the customer's urgency and respond immediately and accurately to all billing dispute inquiries, third party purchases, refunds, technical errors etc…
• I have the privilege to initiate refunds for the customers.
• I de-escalate the issue by being calm, patient and active listening to the issue and provide the right solution that best fits customers needs.
• I take ownership and work solitary. A few application/ application tools that I use are Hendrix, ABO, Digital River, Cyber source, Ayden, C-One etc…
• I follow up with the unresolved cases actively to provide excellent customer service and get confirmation for case closure.

Background verification is a process many organizations carry out in order to verify the information provided by the candidate during hiring. It involves various checks in which the employer will go through education records, past employer details,
identity checks, resume checks and address checks.

KEY AREA & RESPONSIBILITIES:

• Conducted background verification as part of pre-employment screening processes.
• Verified education records, employment history, identity proof, and address proof against resume data.
• Reviewed documents including offer letters, experience letters, and pay slips. Assigned cases to appropriate third-party verification teams for source level validation.
• Analyzed third-party responses and closed cases after ensuring accuracy and completeness. Ensured adherence to data privacy, compliance, and quality standards.

Responsible for restoring the Data and Voice circuit services which includes classifying Incidents, Logging Incident details, Updating records, Escalating, checking resolution in collaboration with Internal and Partner repair organizations, from Engineers to Executives, Monitoring the circuit for stability and closing the ticket.

KEY AREA & RESPONSIBILITIES:

• I follow up with the Internal team and the Partner repair team for the latest update and the ETTR for the reported trouble, I also actively follow up with the customers for the current status of the service and to provide the latest update on their trouble ticket for both Manually created tickets and Proactively created tickets.
• I have the privilege to escalate the ticket from starting Level 1 to highest Level 5 as per the Service Level Agreement (SLA), In case the ticket is pending technician assignment, No progress on the ticket, Dispatch not arranged, Issue still exists, Intermittent issue, Chronic issue, etc...
• A few application/application tools that I use are ETMS, CLR, BGW, COMS, NCAP, Ipro, IXplus, ESP, OA, OBUS, etc...
• If no update is provided to the customers per the SLA, I reach out to the concerned teams. For example, the Repair team, Dispatch team, higher bandwidth team (Outage handling team), Local carrier, Equipment vendor, etc... to fetch the latest update and update the customer immediately.
• I coordinate with the technician to restore the provided services as quickly as possible to minimize the impact on business operations.
• I would bridge the customer with the NOC engineer when requested for Head to Head testing.
• I would monitor the service for stability from 24 hours to 72 hours once the service is restored.