Rahab Khasoa

• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed strong communication and organizational skills through working on group projects.
• Worked flexible hours across night, weekend, and holiday shifts.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Picking calls and responding to different mails
• Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards

• Check on the status of customer accounts and track checks and payments
• Review and explain account charges
• Explaining account status eg when money is on hold and possible reasons
• Assist banking customers who are victims of fraud, theft or identify theft and possible fraud
• Assist customers with replacing lost or stolen credit or debit cards
• Assist with address changes
• Assist customers on mobile banking issues such as application, ussd and website
• Onboarding customer to Mobile banking
• Assist in reversal process
• Educating customers on bank products, terms and conditions
• Escalation of complex issues to relevant departments
• Answering customer's questions and complaints via calls and mails

• Paid attention to detail while completing assignments.
• Developed and maintained courteous and effective working relationships.

• Working with the customer service team to attend to clients’ inquiries and resolve patterns
• Responding to emails and telephone calls such as payments schemes, expiry dates and case managements.
• Responding to complaints from clients and ensuring prompt resolution of issues.
• Ensuring quick response and handling of issues affecting customers.
• Processing pre-authorization forms, quotations, claims and reimbursements requested by clients.
• Ensuring customers issues are handled in timely manner to reduce turnaround time
• Conducting regular calls with clients to cultivate a relationship of trust and leverage the negotiation of terms as a result of changes in personal finances.
• Providing 24/7 support by working in a rotational shift.
• Provide claims status updates
• Excellent communication skills, both verbal and written.

• Answer incoming calls and promptly respond to customer emails.
• Manage and resolve customer complaints efficiently.
• Conduct outbound calls for debt collection purposes.
• Clarify issues regarding terms and conditions to customers.
• Advise clients on loan payment modes.
• Identify and escalate issues to supervisors when necessary.
• Provide accurate and helpful product and service information to customers.
• Manage and protect the company's and clients' reputation.
• Answer all inbound calls from customers promptly.
• Ensure correct disposition of calls.
• Solve customer problems and offer further assistance as needed.
• Conduct clear phone conversations with clients, providing accurate information about the company's products.
• Escalate customers' claims to the relevant department for investigation.
• Deliver clear, accurate, timely, and professional communication to clients in a courteous manner.
• Conduct outbound or follow-up calls to ensure customer satisfaction and resolution of any outstanding issues.