Kiran Shahzadi

• Ensure efficient, accurate, and complete processing of B2B and C2C transactions, maintaining system operability and strict adherence to established procedures.
• Collaborate with frontline teams to manage complex investigations and effectively resolve customer queries.
• Oversee reconciliation processes, utilizing both automated and manual methods to ensure precise and independent transaction reconciliations.
• Conduct thorough reconciliation of inward and outward transactions, cross-checking with vendor reports, and following up with PSPs to resolve any discrepancies.
• Actively participate in month-end and year-end processes, assisting with reporting and ensuring all financial data is accurate and up-to-date.
• Identify and establish project scope based on detailed requirements analysis to define impact, desired outcomes, and actionable steps for improvement.
• Ensure timely and accurate processing of all ad-hoc customer queries within the prescribed turnaround time (TAT).
• Handle all cash-out and recall requests, ensuring that they are processed efficiently and within required timeframes.
• Conduct User Acceptance Testing (UAT) for new processes and provide valuable feedback to the engineering team for process improvements and system enhancements.
• Prepare weekly and monthly reports and dashboards using BI tools for senior management, providing insights into operational performance and key metrics.
• Coordinated team activities to ensure effective collaboration, enhancing productivity and achieving operational goals.

Worked with Multiple Business Partners: Etisalat, Du, Citi Bank, ENBD

• Handle a high influx of in-bound and out-bound calls pertaining to the reconciliation and collection of delinquent accounts, either directly or through appropriate channels, including Payment Inquiry, Reconciliation & Control units
• Provide accurate & timely updates to customers including proactive follow up
• Active listening of recorded calls & ensuring quality calls
• Prevent impending loss and increase profitability through negotiation and enforcement of scheduled collection campaigns
• Resolving customers Billing/Accounts disputes and issues before deadlines
• Negotiate settlements or monthly payment allowances within specific client guidelines
• Dealing in all sorts of serious complaints & providing satisfactory solutions
• Co-ordinate with banks officials to take further perusal of customer accounts
• With Multiple Business Partners: Etisalat, Du, Citi Bank, ENBD

Retail Banking Operations

• Served branch customers & supported branch staff in order to ensure delivery of quality service to the customers with regards to locker operations
• Ensured that locker premises maintain the highest standards hygiene, cleanliness & comfort
• Maintained files & record of daily visit logs Responsible for balancing of locker keys
• Responsible for verifying the signature of customers before allowing access to the lockers Checking of locker room after every individual customer's visit & immediate reporting to Lost/Found items to the branch management
• Make all possible efforts to recover any outstanding charges from the customers
• Responsible for blocking locker operations in case of deceased /default of customer
• Responsible for sending reminder letters to the customers
• Arrange replacement of locks of surrendered lockers & lost keys by customers
• Dealing of incoming/outgoing FCY Remittance
• Responsible for maintaining records & submitting monthly FCY reporting to Head Office as well to SBP
• Cheque books, preparing, issuing and destruction of undelivered Cheque books and daily balancing
• To understand customers' banking needs, serving them with all financial solutions
• Ensure customer fulfillment and satisfaction
• Complete knowledge of account opening process Individual, Pvt and Public Ltd
• Build Profitable client portfolios and ensure the highest levels of service standards for customers
• Complete working on Customers KYC, AML Policy and the updated customers addresses queries
• Maintain and update the record of the Customers for CBC purpose
• Built Relationship with Clients and maintain deposit
• Retail Banking Operations