Hi, I’m
AHMED HASSAN
Banking Operations Specialist
Doha
Summary
Experienced in banking and accounting with excellent customer service skills. Good communicator with proven inter personal skills and am used to working in a team whilst also being capable of using own initiative. Skilled in dealing with problems in a resourceful manner.
Overview
10
years of professional experience
4
years of post-secondary education
2
Languages
Work History
Qatar Islamic Bank QIBDoha
Chargeback Officer
02.2023 - Current
Job overview
- Handling and investigating chargeback cases, reviewing and investigating disputed transactions.
- Managing chargeback queues through digital channels, call center and branches.
- Resolving our customers claims as per agreed SLA.
- Resolving received claims through other banks in qatar.
- Check incoming disputes NAPS,ATM and QPay and take action as per agreed SLA.
- Resolving disputes either through negotiations with merchants or by escalating case to higher authority.
- Coordinating with other departments such as fraud prevention or customer service and customer quality assurance, to ensure that chargeback cases are handled efficiently and effectively.
- Adhering to regulations and policies to ensure that all chargeback cases are processed in compliance with regulatory requirements and internal policies and procedures.
- Resolve Claims and disputes with clear supporting documents and clear communications with concerned authorities.
Qatar Islamic Bank QIBDoha
Operations Officer|WPS and Payroll Services
07.2018 - Current
Job overview
- Participated in preparing, implementing and developing bank's wages protection system WPS and payroll services.
- Obtain needed documents from companies for new registration in wages protection system WPS and payroll services.
- Open new Payroll accounts for employees of registered companies in wages protection system WPS, and following up with cards operations for debit cards issuance.
- Responsible for preparing, completing, and processing all forms with regard to all customers accounts information, ensuring all information was accurate, recorded, and making changes to database as necessary.
- Respond to customer questions and inquiries delivered fast, friendly, knowledgeable service and ensure success in maintaining customer loyalty and satisfaction.
- Collect customers information, complaints , assessed issues and determined possible solutions.
- Resolve and de-escalated customer complaints by solving issues quickly, achieving high level of customer satisfaction.
- Ensure that all customer needs are met and handled appropriately during their initial contact.
- Provided information on various loan products and credit options so that customers could make informed decisions.
- Effectively respond to service emergency calls and work efficiently even under strict deadlines.
- Respond to reported technical issues and used personal knowledge and experience to resolve problems in timely manner.
- Shared front-line expertise to provide advice to in-house committees to improve performance, followed Bank's standards of procedures, and improved service to customers.
- Preparing daily, weekly, and monthly reports of registered companies , new payroll accounts opening and salaries transactions in MIS report.
- Generate daily reports and recommendations for corrective actions to assist management in making decisions for improvements in operations.
- Ensured executive reporting complied with rules and regulations.
Qatar Islamic Bank QIBDoha
Operations Officer|Account Maintenance Unit
07.2015 - 06.2018
Job overview
- Enrich all customer's personal and non-personal accounts which opened by branches CSR in daily basis.
- Open and Create Payroll accounts for employees of registered companies in Wages Protection System (WPS), capture signatures and following up with cards operations for debit cards issuance.
- Primarily provide maintenance on customers accounts within agreed SLA and in line with bank’s policies, procedures and ethical standards.
- Reactivate inactive accounts, closing accounts according to customer's request submitted through branches in accordance with policies and procedures.
- Review legal documents related to new account opening, data update modification, power of attorney and consult with Legal department when required.
- Liaise with branch CSRs to clarify, highlight deficiencies, rectify incomplete instruction and escalate to team manager as appropriate.
- Respond to CSRs, RMs inquiries.
- Perform full reconciliation at end of day between actual received requests and MIS report.
OSNCairo
Call Center Representative
05.2013 - 01.2015
Job overview
- Respond to customer questions and complaints, delivered fast, friendly, and knowledgeable service and was successful in retaining customer loyalty.
- Consult with customers to provide valuable customer service and achieved high sales percentage as result.
- Communicate effectively to appease angry customers by suggesting best ways to resolve service and billing issues.
- Enhance service delivery by recommending changes to procedures and products in response to customer feedback.
- Communicate with customers to explain billing procedures, arranged for payment options, and processed all payments accurately.
Education
Zagazig UniversityEgypt
Bachelor of Commerce (B.Com.) from Accounting And Business Management.
09.2008 - 05.2012
Skills
Customer Service
Timeline
Chargeback Officer
Qatar Islamic Bank QIB
02.2023 - Current
Operations Officer|WPS and Payroll Services
Qatar Islamic Bank QIB
07.2018 - Current
Operations Officer|Account Maintenance Unit
Qatar Islamic Bank QIB
07.2015 - 06.2018
Call Center Representative
OSN
05.2013 - 01.2015
Zagazig University
Bachelor of Commerce (B.Com.) from Accounting And Business Management.
09.2008 - 05.2012
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