Mohd Haris Suleiman

• Making outbound calls, log and follow up communication details with debtors using Volare system in order to recover delinquent accounts by implementing effective communication strategies and negotiation techniques.
• Negotiating settlements with debtors that resulted in mutually beneficial arrangements while protecting company interests via field visit.

• Conduct complaint resolution satisfaction surveys on escalated & FCR cases and perform analytics and insights thereafter
• Involved in mystery shopping programme including developing audit sheets and questionnaires, disputes handling and vendor management
• Quarterly review and prepare report prior to submission to FIMM and SC on bank-wide unit trust related complaints
• Monthly data profiling for bank-wide FCR cases
• Monthly consolidation of complaints to Maybank received via Bank Negara Malaysia for Complaint and Feedback Resolution Management Department's review
• Monthly data consolidation from various stakeholders on their SLA performance prior to submission to Association of Banks Malaysia (ABM) and Bank Negara Malaysia
• Monthly analysis of complaints exceeding resolution SLA for Complaint and Feedback Resolution Management Department's actions

• Handling complaint, feedback, inquiry, request, compliment and suggestion on bank's banking & finance products and services, ATM, CDM & other SST received via inbound calls and Kawanku phone banking
• Assist customers on internet banking related issues e.g unlock user ID and password, block facility due to fraud and scam, escalation of unsuccessful transfer/ payment
• Assist customer on online purchase related matters

Positioned at customer service department, the job scopes among others were handling customers' inquiries and complaints, assist them regarding Bonuslink card membership application and point redemption, Maybank treatpoints and Parkson voucher redemption, post sales services, paging and handling inbound calls as well as report submission every end of the week and month.

To handle shift operations, stock level and stock take, merchandising, customer service, manpower, sales, monies, data entries, invoice matching, goods receiving and suppliers.

To prepare and review daily and weekly sales report.

To collaborate with head office on purchasing.