husnain farrukh

I2c Pakistan

May 2014 – Present

Lahore Pakistan

Customer Care Specialist (Team Lead)

I2c is specialized in providing banking services in the market of prepaid card industry with global presence having world’s major banks on portfolio such as Green Dot Bank, Bancorp Bank, Kiwi Bank, Bank of George, Banco do Brasil and many more. Job Description: From providing exceptional customer service to client engagement by covering all major areas in banking and providing technical support for our own developed applications which serve as payment solution. Providing daily inquiries related to their normal banking, filing disputes, getting engaged with clients through email channel, providing best resolution to the customers regarding their finances. Taking care of help-desk tickets opened by customers regarding their daily based banking issues and by clients regarding any inquiry or issues with provided applications such as credentialing, addition and removal of functionalities from the applications, developing functionalities through coordination with cross-functional teams(Engineering and Development teams) and providing training regarding different functionalities. Senior management level reporting including but not limited to STR(Shift Traffic Report), Agent wise and center wise utilization reports in presentable manner also agents activity reports and providing analysis and presentation on those reports to the management. As Fraud Analyst my role was to detect fraud on the alerted accounts by reviewing their usage pattern and usage history. Calling customers also sending emails, account monitoring, providing analysis about suspicious accounts. Potential Fraud Reporting & Chargeback Filing to the relevant authorities like renowned world’s leading networks i.e MASTER, VISA, DISCOVER etc.

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