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Operations Officer
Job Purpose
Customer Contact Centre (CCC) currently operates between 7am and 7pm. The hours could be extended. CCC Agents will be expected to operate in shifts and from the office to give the required coverage.
Functions performed by:
- Handling customer and internal account related enquiries. Internal being from within HBL UK.
- Debit card
- Payments
- Digital Banking customer/Corporate user creations & issues
- Call back to validate customer Funds Transfer instructions
Accountabilities & Responsibilities
Handling customer enquiries
- Handing customer calls related to account enquiries and other general enquiries in a timely manner without calls getting abandoned from one platform (centralized department).
- Transferring calls to concerned branches or business managers when customers particularly require their assistance.
Replying to emails
- Regarding queries on opening of account, internal account transfers, closure of accounts, funds transfer transactions, and other general enquiries.
Receiving instruction
- For duplicate statements, swift copies, etc., and dispatching after completion of KYC.
- Taking instructions for cheque book and Giro book and forwarding it to the branch.
Provide support
- To Clearing, Collection, Payments, BACS & DWP functions.
Receiving complaints
- From customer and logging in complaints in CMS and in resolving them. Compliance must be informed about any kind of complaint to ensure better customer service.
- Deal lines must be strictly followed to handle complaints effectively.
- Not being able to handle customer complaints can lead to a bad reputation.
Debit card
- Participating in debit card project (Renewal of IPK, IFR Proposal, and Contactless card).
- User acceptance testing on how files are processed, posted, and balances are uploaded.
- Posting of Entries in Equation for balancing and reconciling debit card transactions.
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Contacting VISA, EDB card support.
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Monthly Report Statistics to Visa and Quarterly Operating certificate to VISA.
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Ordering of debit cards request received, blocking, limit enhancement, activation, and changing customer’s details in CAS (card administration system).
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Managing debit card stock and embedding of cards.
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Handling disputes regarding fraudulent transaction or any other disputes relating to card by doing charge back.
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Posting of national and international file in equation.
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Uploading customer balances in CAS.
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Chaps payment to Visa and Posting customer Details in CAS.
Funds Transfer & BACS
- Involved in development in eRemit program (functional specs of the upgrade/redeveloped of eRemit) and providing feedbacks.
- Enquiring with HBL Pakistan regarding late payment or cancelled payments.
- Resetting customer passwords.
- Sending amendments as requested by customer.
- Updating customers profile with regards to change of address and completing their profile.
- Process refunds of failed transaction.
- Helping with technical issues.
- Reconciliation eRemit accounts and Posting eRemit entries.
Processing of Customer Payments/BACS
- Input Customer payments in Equation and process BACS payments in NatWest Autopay online.
- Daily FX rates (GBP/PKR, USD/PKR, Eur/PKR, GBP/NPR, GBP/BDT, etc.) update on Equation with RRT option.
Digital Banking
- Involved in upgrade of Internet banking.
- User Acceptance Testing on login process followed by status; successful, failure, etc.
- Setting up individual account and corporate accounts.
- Going through login process with customer, unblocking their accounts, updating details, and resetting passwords, and helping to print statements/process payments through Digital Banking.
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eStatement / eSwift
- Resolving any issues faced by customer including creating new password and resetting password.
- Processing of eStatement/eSwift application.
Processing of Payments and Call back to validate customer remittance instructions
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Uploading payments in Request Management System (RMS) that are received directly in centralized email or uploaded by the branches and call backs to customer registered number to verify instructions.
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Processing of BACS payment and transfers that comes from branch in Excel sheet.
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Verify the transaction by calling the customer/authorized person /signatory/authorized person for call back on the registered phone number in the system and available on Misys through a recorded line.
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Ask verification questions from the customer verify the same with Bank’s records on Misys (ZCE option) and record on the Payment Instruction the date, time, and number called.
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While confirming, call centre should specifically mention Customer name & phone number where called and verified the request, Name and signature of verifying officer, and Date & Time of call.
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Transaction will not be processed until confirmed/call back from the call centre.
Minimum qualifications:
- Bachelor’s degree or equivalent.
HBL Values
The incumbent must exemplify & abide by the HBL UK Values, Commitments & Behaviours:
- Integrity – Be Ethical & Fair
- Customer Centric – Deliver Great Experiences
- Value People – Respect, Empower, Appreciate
- Progressive – Innovate & Challenge
- Excellence – Be Your Best
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