Sonal Thakur

Disputes Case Handler @HSBC

Chester, GB

Using knowledge of card scheme rules, products, processes and procedures to provide high-qualityservice for maximum customer satisfaction and resolving the customer query at the first point of contactwhere possible, in an empathetic manner.Processing of servicing requests for credit and debit card disputes and complex card queries, including,where necessary, taking preventative actions to protect customers’ accounts from fraud and protectingthe Bank from first/third party fraud.Build high standards of external & internal customer service, efficiency & productivity in line with strategic & operating objectives. Reviewing claims and making commercial, liability decisions where applicable.Objection handling, and dealing with customer complaints professionally whilst providing backgrounddata for handoff where required.Providing advice, guidance, and solutions in a structured manner to customers according to their ‘needs’.Proactively broadening & deepening relationships with HSBC customers through effective customercontact thereby enhancing the financial value for HSBC. Increasing awareness amongst customers aboutremote/ alternative distribution channels.

Lady Irwin School - India

12th , Commerce

University of Chester

Postgraduate Degree, Marketing/Marketing Management, General

UCPL Technologie, NEW DELHI, INDIA

SAP, FICO S4/HANA,, SAP, FICO S4/HANA,

Guru Gobind Singh Indraprastha University

Bachelor of Commerce - BCom, Marketing/Marketing Management, General