A leading Exchange company in Kuwait is looking to hire a Senior Accountant.
Job Summery
General
• Lead and manage a team of service staff.
• Manage the daily operation of the department.
• Monitoring and minimizing abandoned calls.
• Ensure compliance to Company Policies and procedures.
• Handle customer complaints, disputes with satisfactory resolution.
• Working hand in hand with branch operation to ensure highest level of service to customers.
• Monitoring completion of tasks and responsibility given to service staff from time to time.
• Escalate any customer escalation relating to Branch staff to branch operations.
• Conducting regular briefing for knowledge sharing.
• Keeping branches and concerned departments aware on bank communications on product and services.
• Assisting account on recovery of funds from customer / banks on erroneous payments.
• Staff performance appraisals.
• Assisting Reconciliation on debit / credit inquires.
• Assisting Compliance Department on payment investigation by contact customers.
• Meeting with other managers to discuss possible improvements to customer service.
• Make sure that company policy and procedure is implemented and followed.
Western Union
• Generates reports from Voyager on Unpaid transaction.
• Preparing Memos to Account for shifting outstanding payments to dormant account
• Prepare memo for monthly telephone to FM. (WU Reimbursement)
• Liaise with WU ON creating new branch accounts.
• Liaise with WU for Terminal Id. Resetting Terminals.
• Terminal Id Management.
• WU Id management – Issue new Id’s, Relocation Ids, deleting ID’s as per HR requests.
• Increasing branch limit as per requests received from the branch.
• Analyzing branch limits monthly per business requirements and proposing new limits to OM/GM.
• Obtaining documents, information from customers on OFAC cases
• Handling escalated customer cases of suspected fraud, non-receipt of payment matters.
• Co-ordinate with EROC / LAROC on payment and product related concerns.
• Keeping all concerned departments aware on any new relevant new information received from Western Union.
Transfers / Swift / Draft
• Give approval for refunds / stop payments /Amendment / replacements.
• Checking all correspondence from banks, customers and forwarding them to the concerned.
• Correspond with banks on all payment inquiries, escalations and general queries.
• Handle customer escalations on non-receipt of payment or any other to the satisfaction of the customer.
Training & Team Development
• Having timely training session for CSR’s to ensure up to date knowledge on product and service in order to support branch operations and assisting Customers.
• Carrying out Customer Service training sessions for new recruits and existing employees on customer dealings and keep up service standards of the company.
• Distribute a work load to increase team efficiency and Department Productivity.
Job Details
| Posted Date: | 2019-04-01 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Financial Services |
Preferred Candidate
| Career Level: | Management |
To apply for this job click here
Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Customer Service Manager-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
Post a Comment