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Customer Service Manager

Location:
Cairo, Cairo Governorate, Egypt
Posted:
November 15, 2017

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Mohamed Magdy El Shebly

+*** **** - *** ****

ac3buy@r.postjobfree.com

Academic Background

**** ******** ** ******** **************, Faculty of commerce, English section

Helwan University, Cairo, Egypt

2001 High School Diploma, Science, Port Said Language School in

Zamalek, Cairo, Egypt.

OBJECTIVE: Seeking a position that requires innovation, resourcefulness, Self-motivation

And team work. It will provide career advancement and Enhancement of

Professional skills.

Summary:

With more than 9 years’ experience in cards operation was able to enhance efficiently the operation process including the reconciliation and settlement to be more efficient and accurate and with less time and resources through automation of all the involved process along with support from IT deportment

Along with chargeback experience as issuer and acquirer and manage a team to ensure refunding as per agreed SLAs with other vendors

EXPERIENCE:

Arab African international Bank

Duration: August 2009-present

Position: Unit Head

Department: Credit Card Operation

Job Description:

Unit Head Debit and credit cards settlement and reconciliation and disputes

Responsible of card products launching and improvement along with IT department

Responsible of automation process within Card center

Core banking project team member

Responsible for reconciliation of all card center accounts

Responsible of monitoring and reporting of misuse cards usage

Projects:

migrate Local Cards to Visa and Master debit cards

migrate local payroll Cards to Visa and Master Cards

implementation and migration from EBC system to CEPS system

implementation and design process for Fawry service

Settlement and Reconciliation:

Supervise

Daily 123 settlement

Daily Visa Settlement

Daily corporate (flucy) payroll settlement

Daily ACH government payroll settlement

Daily ATM settlement

Daily MasterCard settlement

Daily government ACH settlement and reconciliation

Daily Fawry payment settlement and reconciliation

All governmental institution payroll settlement between branches and bank accounts

Launched and test Visa Electron card (debit card) and organize transactions flow and dispute cycle and settlement process to be implement efficiently

ATM:

Supervise

ATM cash cover representing in available cash in all ATM machines and the cash held with NPC for further ATM replenishment

Processing the daily Forex reports

Daily cash cover and cash usage related to our ATMs’ machine

Process Forex transactions

Gov and Corp,(flucy) cards transfer from card to card or to bank account

Dispute:

Supervise

ensure disputes meet SLAs

initiate chargeback and copy request

Cover customer dispute / complain regarding transaction performed by ATM, Visa, Master Card credit card (partial or non cash dispense) claims, investigation and refund process for three different scenarios: AAIB customers using AAIB ATMs, AAIB customers using other banks’ ATMs & other banks’ customers using AAIB ATMs

Handling payroll customers (flucy & government cards) claims concerning ATM transaction (Onus & Off us)

Receive ATM dispute & POS disputes from customer service or branch and handle

Handling Visa & MasterCard holders disputes, any incorrect amount charged, wrong calculated amount in other currency, amount charged to customer while it was paid by other means, exchange rate complaints, fraud amount,non dispensed cash, partial dispensing cash, cancelled recurring transactions, card lost, internet fraud or charged fees without approval, etc

Initiate charge back & copy request

Forex dispute handling

Receive other banks claims concerning their customers using AAIB ATMs and inform claiming bank of investigation result and attach journal as evidence of cash dispense or accept claim and refund amount to the bank through dispute tracking system

Inform branch that customers claim is valid or not valid and submit journal or receipt to advice customer accordingly

Forex dispute handling

Issuing supervise:

Prepare daily issuing activity report including MIS(NEW,REPLACEMENT,CANCELED)

Approve and check Visa card issuing through MSCC and linked to the bank system

Approve and check Master card credit card issuing

Approve and check ATM card issuing through bank system

Credit cards replacement(lost,stolen,fraud,convertion)

ATM cards replacement

ATM pin reissue

Visa pin reissue

Increase & decrease limit

handling payroll customers (flucy & government cards) transfers from AAIB account or from old to new card

Inform branch that customers claim is valid or not valid and submit journal or receipt to advice customer accordingly

Credit Agricole Bank

Duration: September 2008-september 2009

Position: Senior Banking Assistant

Department: Debit Card Settlement and

Reconciliation Unit

Job Description:

Team leader to ATM disputes, POS disputes, settlement and reconciliation

ATM disputes, POS disputes, settlement and reconciliation

Member of credit card migration team from outsource processing center network international company-Dubai (NIC) to processing in house

Cover customer dispute / complain regarding transaction performed by ATM, Visa, Visa Electron and Master Card debit card(partial or non cash dispense) claims, investigation and refund process for three different scenarios: CAE customers using CAE ATMs, CAE customers using other banks’ ATMs & other banks’ customers using CAE ATMs.

Receive ATM dispute & POS disputes from customer service or branch and handle

Handling Visa card holders disputes, any incorrect amount charged, wrong calculated amount in other currency, amount charged to customer while it was paid by other means, exchange rate complaints, fraud amount,non dispensed cash, partial dispensing cash, cancelled recurring transactions, card lost, internet fraud or charged fees without approval, etc

Visa balance transfer process workflow for non-Visa cardholders and existing Visa cardholders

Initiate charge back & copy request

Forex dispute handling

Inform branches that customers claim is valid or not valid and submit journal or receipt to advice customer accordingly

Receive other banks claims concerning their customers using CAE ATMs and inform claiming bank of investigation result and attach journal as evidence of cash dispense or accept claim and refund amount to the bank

Develop complain & dispute site program which ensure full control of SLA (service level agreement)

Develop Temporary credit policy and full control on the account

Daily MasterCard settlements

Daily Visa / Visa prepaid settlement

Forex Settlement

Weekly Amex settlement

Cover all settlement and reconciliation of all ATM transaction related to CAE customers and other banks

Ensure refunds for CAE customers and surplus for other banks

Barclays Bank

Duration: September 2007 – 2008

Position: Relationship Officer Corporate Department

Department: SME’S –Corporate Department

Job Description:

Set meetings with BOD or accounting manager introducing bank corporate department services and facilities

Explain and notify all bank corporate products and how to use this product efficiently to help development of business

Get 3 months balance sheet to ensure annual sales turn over not less than 5,000,000 LE and to be studied and analyzed by corporate risk department

Convince corporate to shift all their deals and accounts to the bank

Ensure that client get the corporate offer and special rates and follow up with the corporate with any problem occurs

Activating a bank account for the client to save his money and start his facility programs

Marketing Barclays SME’s corporate department

Offer letter of credit and letter of grantee facilities

Certificates and Courses:

VISA INTRODUCTION TO DISPUTES & VROL

From 18/05/2009 to 20/05/2009

VISA ARBITRATION & COMPLIANCE

From 21/05/2009 to 22/05/2009

VISA Net Financial Management

From 05/07/2011 to 07/07/2011

MasterCard Efficient Chargeback, Arbitration & Compliance

From 09/08/2015 to 11/05/2015

VISA Understanding Dispute Resolution

From 01/11/2015 to 03/11/2015

VISA Master Dispute Case Filling

From 04/11/2015 to 05/11/2015

Anti-Money Laundering and Combating the Financing of Terrorismالمعهد المصرفي المصري) )

From 15/01/2016 to 22/01/2016

Common Reporting Standards Awareness Session



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