OSHANE BLACK

• Contribute to the growth of both NCB Capital Markets and NCB Insurance through referrals for closed businesses, as well as employing retentive methods for existing clients.
• Providing superior customer service to both NCB Insurance and NCB Capital Market clients, ensuring optimal customer satisfaction.
• Opening NCB Capital Markets accounts within stipulated SLA, ensuring that all requirements are met, and submitting documents for approval in a timely manner.
• Processing of transactions for both NCBCM and NCBIA clients within stipulated SLA.
• Providing clients with information about products offered by NCBCM and NCBIA. Preparing statements and other documentation as requested by existing clients.
• Providing prompt and accurate responses to queries raised by clients, handling complaints, and following through with investigations, ensuring that clients are left with a satisfying experience.

Same position as the one currently held at NCB Portmore.

While the role at NCB Old Harbour was more insurance intensive, it was required that I stay sharp in the wealth management area as I often had to lead investment conversations (and actions) in the absence of the advisor.

• Perform daily reconciliation and balancing of Cardholder payment accounts (foreign and local currency), ensuring that the transactions have been properly settled and accounted for.
• Identify connections, patterns, or trends on cardholder payment accounts and ascertain the implications and possible consequences of trends and events.
• Deliver daily, weekly, and monthly reports containing actions taken to settle outstanding items.
• Initiate the necessary investigations and work with internal customers to clear suspense items and rejected cardholder payments.
• Update and maintain electronic and physical archive files and correspondence related to investigations.
• Resolve inquiries, requests, or complaints relating to cardholder payments.
• Reconcile (foreign and local currency) ABM settlement accounts.
• Process and manage returned and canceled checks.
• Provide relief as a Reconciliation Officer, balancing and reconciling all credit card receivables.

• Actioned high-risk disputes, which involve high dollar amount and premier customers.
• Ensured incoming retrieval requests and chargebacks are processed in accordance with Visa and MasterCard regulations.
• Processed cardholder disputes daily in compliance with the Bank's regulations in an effort to minimize losses.
• Liaised with merchants and cardholders regarding disputes.

• Analyzed and processed complaints as stipulated by the Service Level Agreement.
• Collated daily statistics for incoming service requests.
• Executed E-Pin requests within the agreed Service Level Agreement.
• Submitted payments for all redeemed vouchers and miles to Caribbean Airlines monthly.
• Processed Lovebird Keycard Vouchers and Travel Master miles for Caribbean Airlines daily.
• Closed, reassigned, and reactivated lost or stolen cards in accordance with the cardholder's request.
• Processed service requests and raised the relevant General Ledger and Prime entries.