Core Responsibilities:
 
·         Investigations related to cyber-crimes. 
·         Reporting and investigation
·         Vigilance

Team Leader in HBL Contact Center looking after ADCs (Alternative Delivery Channels) Like Internet banking, Mobile Banking Mobile APP. ATMs, Debit / Credit Cards + Floor Management + Disaster recovery operations ( 2015 Till Date ) Hands On Softwares: UNISON, IRIS, CTL, FCDB, CMS, MISYS, NICE, Mobile App back office, Online issuer + MS-Excel JOB DESCRIPTION · IVR / Recording Check · Consults / Floor Queries · Escalations · Breaks Management · Frequency Reset · OTB Replainshment · Team Meeting · Individual Sessions · E-mail Escalations · Call Summary Report · Abandoned Call MIS · Cases forwarded by Management · System / IT Issue Escalation · Refreshers · ID Related Issues (Team) · System navigation Training · Handling System Issues · Response on Error Closure · QA Sessions / Call Evalutions · Attendance Report / absenteeism Follow UP · Day End Reports

(Transaction Verification Officer )
Hands on verifications of Debit \\ Credit Cards transactions, e.g E-commerce usage, security and risk control through transaction authentication process. ( 2015 Jan to Nov )

Joined HBL as a Phone Banking Officer on 20th Sep 2013.
Hands on customer service and care, quality assurance and compliance.