Shazia

Handling Inbound Customer Calls

Provide assistance with account opening by elucidating the various types of accounts offered by the bank, enabling customers to select the most appropriate account according to their needs.

Facilitate account maintenance, which includes updating personal information, addressing changes of address, and overseeing the renewal of accounts (e.g., Individual Savings Accounts).

Conduct necessary pre-checks for account openings, personal loans, and credit cards, subsequently transferring calls to the appropriate department for further assistance.

Oversee the closure of customer accounts, personal loans, and credit cards.

Educate customers regarding the bank's products, services, and promotional offers.

Address customer inquiries related to credit cards, including processing payments, facilitating balance transfers, and managing current account transfers.

Resolve customer complaints at the first point of contact or escalate complex issues to the relevant department for resolution.

Verify the status of customer accounts, assist with balance inquiries, and clarify transactions for improved customer understanding (e.g., authorizing live transactions).

Track cheques and payments, review and explain account charges, and cancel cheques per the customer’s request.

Assist banking customers who have fallen victim to fraud or identity theft by directing them to the appropriate department.

Process transactions, including various fund transfers and bill payments, while ensuring compliance with bank policies.

Maintain a comprehensive understanding of the bank’s products and services to provide tailored recommendations to customers.

Support customers in navigating online banking, guiding them through the process to facilitate easy access.

Inform customers about the various options available through online banking to enhance their account management experience.

Collaborate with branch associates to provide guidance on specific queries, thereby assisting customers who are present in the branch.

Schedule appointments at the branch according to customer requirements, amend appointments when necessary, and communicate with branch managers via email for high-priority appointments in cases where availability is limited.

Arrange for customers to collect cash at the branch in specified denominations as per their requirements.

Mentor new employees on the floor, addressing their inquiries and providing training on the calculation of balances, interest rates, and related topics.

Managing insurance claims related to personal injuries involves a comprehensive approach to ensure that all aspects are handled with care and attention.

The process commences with the careful management of medical records related to third parties.

Effective communication with the solicitors involved in the case is crucial for achieving an amicable settlement of claims.

A critical part of this role is the diligent collection of various forms of evidence related to the incident in question.

This evidence is essential for forming a well-rounded conclusion regarding the claim, ensuring that all facts are thoroughly considered.

Promptly process notifications of new insurance claims, allowing for swift action in the event of an incident.

In times of breakdown, it is crucial to organize immediate assistance for those affected, demonstrating a commitment to customer care and support.

Liaison with solicitors, along with other legal and claims professionals, to negotiate the nuances of each claim.

A preliminary cost estimate is developed with precision, accompanied by continuous oversight of expenditures throughout the claims process to ensure the accuracy of financial records.

Ensure a fair settlement for all valid claims, treating the third party with respect and providing excellent service in alignment with both industry standards and company policies.