Rimah Hussain

- Liaising with the fraud investigation team.

- Submitting requests for fraud investigations to the fraud team if there is any fraud suspected on a customer call.

- Raising fraud checks, on applications where the system algorithm has flagged an application as potentially fraudulent.

-Declining duplicate applications manually to prevent suspected fraud.

- Answering queries from customers around declined applications without using internal language.

-Recording customer data on customer profiles / customer applications with high accuracy.

- Taking payments for customers manually.

- Dealing with payments queries from customers who are overdue on their payments.

- Dealing with customers who may be in distressing situations as well as vulnerable customers with empathy and understanding.

- Liaising with multiple departments, where a customer has called in and is wanting an update on their application.

- Ensuring any data we have for customers is kept up to date and in line with compliance standards.

- Investigating accounts where customers may have had multiple recent declines and declining any new applications, in line with company policy around internal processes.

- Requesting additional documents from customers and liaising with the credit analyst team.

- Assisting customers with the ID check process.

- Flagging failed ID checks to the fraud team for review.

- Working to accomplish individual targets as well as working towards deadlines.

- Assisting new starters with any gaps in knowledge and around company-wide processes.

• -Taking calls in a B2B environment in line with company requirements of minimum calls per day and average call handling time
• -Tailoring each call to the customer type for example: loyal customers, logical customers etc
• -Taking accountability and signposting to the customers
• -Making amendments to existing customers policies, retrieving online quotes to put through for the customer or generating quotes from scratch over the phone
• -Creating complaints in line with FCA regulations after attempting to resolve it myself initially and closing them promptly
• -Following up existing complaints and liaising with the relevant colleagues or departments
• -Using the CRM system to perform administrative duties for customers on their policies
• -Customer retention skills and applying the retention toolkit to minimise loss of business
• -Achieving a consecutive gold ‘mycustomer' rating also being shortlisted by my team leader to become a team leader

• -Welcoming customers as soon as they enter the store and give a warm and friendly greeting
• -Performing relevant duties on FOH such as: stock rotation, stock replenishment, putting up posters for new promotions and products, packing orders for the front counter, maintaining the cleanliness of the restaurant, maintaining front kiosks, using POS system to manage orders chronologically.
• -Performing MOH duties such as: Cooking product in line with POS stock levels and customer demand, refilling food items for the stations/ freezer ready for peak times, packing customer orders for drive-thru, assembling burgers/ burritos, taking orders for drive-thru using a headset and also cash handling
• -Assisting the store with passing internal audits completed by the regional manager
• -Assisting with stock deliveries and dispersing items
• -Placing orders for new products
• -Counting up till floats at the beginning/end of each shift
• -Safe counting and accurately inputting into the PC
• -Dealing with customer complaints and resolving them promptly
• -Training up new members of staff and up skilling existing team members

• -Working with colleagues to maximise and drive sales on areas such as upsells for drinks, impulse buys and meal deals
• -Providing customers with friendly service and interacting with them to build rapports with them
• -Crafting cold and hot drinks to a high standard and in line with company standard specifications
• -Assisting the store manager with general with general ad-hoc duties around the store
• -Replenishing stock and ensuring that stock is displayed and presented immaculately for customers
• -Knowledge and practice of food safety and hygiene standards
• -Stock rotation for items such as seasonal or limited-edition items
• -Working with the team to keep the store and behind the bar clean at all times
• -Taking customer orders accurately and attentively and processing payments using the till
• -Promoting incentives for customers such as the loyalty app and the loyalty cards