Anthony Micallef Email & Phone Number

Malta

Sliema , Malta

Processing deposits.Locating and crediting missing deposits through accessing back office.Verifying business and third party deposits.Processing and verifyng Bitcoin withdrawals.Locating missing Bitcoin deposits through accessing backlog system.Processing withdrawals via wire.Resolving queries with missing or delayed withdrawals.Resolving Payments and Payment Specialist tickets with a variety of issues related to the tasks above.Investigating… Show more Processing deposits.Locating and crediting missing deposits through accessing back office.Verifying business and third party deposits.Processing and verifyng Bitcoin withdrawals.Locating missing Bitcoin deposits through accessing backlog system.Processing withdrawals via wire.Resolving queries with missing or delayed withdrawals.Resolving Payments and Payment Specialist tickets with a variety of issues related to the tasks above.Investigating chargebacks.Contacting clients via email describing the steps taken to resolve an issue. Apart from these duties, due to my previous experience with KYC and Customer service I have also assisted with any task overflow from other departments in times of need.These include : Taking client queries through chats, handling queries that may not necessarily be payments related i.e checking POI and POA documents, taking customer callback requests. Also raising any issues to the respective manager if anything that is not up to standard is identified. Show less

St.Venera , Malta

My role at HSBC Head office involved the following tasks:Reviewing existing customer’s details we hold on our databases, checking if the details we hold are up to date, checking the mandatory documentation such as IDVA held on system is still valid.Mitigating risk on existing customer based on the information held, triggering a review when required.Monitoring transactions to ascertain if they are in line with customers expected behaviour, and details provided.Conducting reviews… Show more My role at HSBC Head office involved the following tasks:Reviewing existing customer’s details we hold on our databases, checking if the details we hold are up to date, checking the mandatory documentation such as IDVA held on system is still valid.Mitigating risk on existing customer based on the information held, triggering a review when required.Monitoring transactions to ascertain if they are in line with customers expected behaviour, and details provided.Conducting reviews with existing customers and requesting for documentation if the current ones we hold are out of date / invalid.Conducting Enhanced Due Diligence if customers are PEPS or SCCs, to ensure there is no AML or tax evasion risk.Exiting customers who are not in line with KYC. Show less

Swatar, Malta

As a Helpdesk Supervisor, my role involved the following tasks:Providing support for frontline agents to resolve complaints at first point of contact.Supporting colleagues with providing superior service by answering complicated queries.Dealing with customer complaints when the customer has asked to speak to a supervisor. Resolving at first point of contact where possible.Providing support to colleagues through self-discovery and self-realisation.Coaching front line staff… Show more As a Helpdesk Supervisor, my role involved the following tasks:Providing support for frontline agents to resolve complaints at first point of contact.Supporting colleagues with providing superior service by answering complicated queries.Dealing with customer complaints when the customer has asked to speak to a supervisor. Resolving at first point of contact where possible.Providing support to colleagues through self-discovery and self-realisation.Coaching front line staff and providing feedback on a daily basis. Show less

Swatar, Malta

As an Unsecured Lending Specialist at HSBC Swatar, my role involved the following tasks: Having in depth needs based conversations with customers requesting lending.Understanding each customer’s situation in detail and making a decision on whether or not to provide the lending based on affordability according to current and future financial positions.Completing lending applications from start to finish by engaging each customer individually and ensure to carry out a smooth journey… Show more As an Unsecured Lending Specialist at HSBC Swatar, my role involved the following tasks: Having in depth needs based conversations with customers requesting lending.Understanding each customer’s situation in detail and making a decision on whether or not to provide the lending based on affordability according to current and future financial positions.Completing lending applications from start to finish by engaging each customer individually and ensure to carry out a smooth journey with each customer.Deliver the decision on lending to each customer whether it is declined/accepted/referred.Handle Customer complaints and escalate where required using network relationships built throughout a long career at HSBC.Reducing the amount of escalations by objection handling when delivering declined decisions.I was also sent to the UK to train new recruits in their new call centre in Salford thanks to the strong reputation built within HSBC UKCC Malta. Show less

Swatar, Malta

As a Customer Service and Sales agent with HSBC I was responsible for providing assistance to our customers with their banking needs from the most basic enquiry to complex issues that requires critical out of the box thinking to resolve at first point of contact. I was trained on Multiple Channels (Advanced, VBV/SecureCode, Personal Internet Banking, Lost and Stolen).