Anecia Clarke

Customer Experience

• Investigate and liaise with stakeholders to resolve all customer disputes relating to rates and charges, interests, and rewards.

• Monitor and oversee service requests and complaints assigned to internal complaint channels.

• Provide support to Payment Services Department's Information Officers regarding customer queries/challenges.

• Successfully carry out limit and balance mergers for customers' credit card accounts in a timely manner to ensure increased customer retention and satisfaction.

Portfolio Optimization

• Supported the bank's fraud reduction strategy, by assisting with the successful migration and activation of over 80% of EMV Chip Credit Cards.

• Identify and report on trends and exceptions that require further action to reduce voluntary account closures in the business and consumer cards segments.

• Develop strategies to alleviate identified discrepancies in assigned projects to prevent future recurrence.

Profit and Loss Monitoring

• Cross checking manual calculation of cashback rewards and collaborating with internal stakeholders to ensure that cashback omitted are applied to customer's account/s

• Provided timely and accurate responses to customer inquiries via phone, email, and chat.
• Gathered customer feedback to help improve customer service processes.
• Maintained updated knowledge of products and services offered by the company.
• Communicated effectively with other departments to resolve customer issues promptly.
• Troubleshot technical problems related to products or services provided by the company.
• Monitored incoming calls from customers, ensuring all were answered in a timely manner.