Elizabeth Nancy Mathews Email & Phone Number

United Arab Emirates

Dubai, United Arab Emirates

Capitalized on skills gathered over the course of my banking career by introducing enterprise grade strategies in SMB’s I am involved with. Streamlined processes for increased productivity and reduced TAT. Implemented a robust tracking and scheduling system for management of BAU activities and projects.

Dubai

Joined the Business Banking family in April 2015 and was also instrumental in supporting the Priority Banking segment Proposition initiatives from 2017 until June 2021. Adept at any level of the Value Proposition and Marketing scope, with particular skill in project management and execution, process reviews and building partnerships both internal and external customers. Proficient in management of PR, media, digital and marketing research functions. Value Proposition - Established partnerships with key government departments to boost acquisition - Dubai Chamber & Emirates Development BankLed the design and review of the on-boarding journey spanning over 120-days with regular communication on Business Banking products and services Management of all premises of the Business Banking Segment with strict adherence to Brand guidelinesRegular update of market benchmarking in comparison to the Business Banking Proposition.Identifying training opportunities for staff and maintaining training records.Product Management & Digitization - Managed, supported and executed campaigns, closely monitored progress and increased efficacy through customer/staff engagement. Key support in increasing penetration for Cash Management products through deep dive analysis of customer requirement vs onboarding. Established a simplified onboarding journey for CMS products in collaboration with the Business Support team for seamless service delivery.Increased onboarding of customers on Digital Channels by 6% through targeted EDM communications and customer call outs.Key focus given to increase FX penetration through regular staff contests and customer campaigns.MarketingManaging and providing support for all marketing activities.Drafting and review of Internal and External communications.Review and update of content on the Business Banking website as per brand guidelines and Central Bank mandates.Arranging and organizing events for staff and customers to increase engagement levels.

Taken key role in improving customer experience through mentoring, directing, supervising overall functions and staff of customer service operation, handling top-notch professional support services, providing personal interaction, and resolving varied customer enquiries and complex issuesReviewing and streamlining existing processes and implementing of new processesResponsible for the recruitment, training and on-going development of staff and teamsMonitored service levels, call volumes and schedules & took action neededHandled customer grievances that were escalatedOrganized market research surveys amongst client baseAdept with any level of the marketing process, especially in PR, media, digital and marketing research functions, articulate and quick thinking with a natural flair for communication and building relationships with potential clients. Possesses effective organizational skills and proficient with administration and practical tasks, including planning market research.Directed and measured the execution of strategic annual/long-term marketing plans Assisted in conceptualizing and orchestrating marketing campaigns to effectively reinforce and build brand imagesEfficiently managed media distribution (press, radio), lead generation, advertising campaigns, publisher relations and collaborative venturesCoordinated activities with advertising agencies and various other media companies Instrumental in preparation of printed material, writing copy, proofreading, regular newslettersManaging and providing support for marketing events and exhibitionsInstrumental in the set up of the redesigned website, responsible for maintaining & updating the company’s websiteProducing & analyzing leads figures, and reporting them to marketing managersWorked closely with marketing vendors and designers; directed negotiations on pricesAssisted in the technical, conceptual and content development of sales-driving collateral

Fraud Detection and PreventionManaged and lead a team of 11 analysts to ensure timely detection of potential fraud and to identify and build specific strategies to address risk mitigation. Conducted case investigations to determine point of compromise and prevented risk loss through timely preventive action through rule creations and placing appropriate restrictions on card, country or type of transactions. Conducted periodic review of Rules for the Fraud Management System with special review for CNP transactions to redesign rules to enable more efficient monitoring of VbyV transactions. Maintained and enhanced departmental service levels by ensuring that all queues are satisfactorily resolved on a daily basis. Provided feedback to management regarding changes and updates for process changes and customer care issues.Team Management/Training & DevelopmentLead and mentored team members to enhance performance levels, through performance monitoring and training to achieve optimum efficiency in taking decisions and time management. Provide leadership, guidance and assistance to peer employees by answering questions, providing feedback on customer issues and supporting all areas of Fraud/Credit Risk as needed. Management Information SystemsKey functions included preparation of MIS for tracking of Daily performance of analysts and replacement activity done in the unit, monthly MIS for review of higher management and rules review. Preparation of Monthly, Half yearly and Yearly Fraud dashboards for review of the higher management. Drill down analysis of CNP transactions for rule effectiveness for VbyV transactions.

Settlements Clerk  Settlements between Card Associations (Visa) and Rakbank. Management of post-dated cheques. Processing and verification of standing order instructions. Review and Reconciliation of G L Accounts and Cardholder Balances Account. Reconciliation of ATM account. Processing of Charge backs and retrieval Requests. Sending charge back support documents to various Banks. Printing and Dispatching of PINS to various Branches / customers. Account monitoring for credit card customer for Early Detection of Fraudulent transactions. Monitoring of VIP accounts for incoming transactions and Payments.

In addition to end-to-end handling and management of Disputes and Chargebacks for UAE and Bahrain regions, I also handled Pre-Arbitration and Pre-Compliance cases for both regions. I was responsible for regular reviews for reconciliation of GL accounts and ATM accounts. I played an instrumental role in developing and designing the specs for the enhanced Chargeback Processing system.

Settlements between Card Associations (Visa & Master) and Citibank. Handled processing of cash and cheque payments and Standing Order Instructions. Review and balancing of Sundry accounts and Account Receivables. Management of Cheques, PDC’s and Return Cheques1997 July to 2000 Credit Cards , Dispute Resolution Unit Responsible for all chargeback operations such as performing chargebacks, copy requests, fraud reporting, fee collection, fund disbursement, Pre-compliance / pre-arbitration as per respective scheme Operating regulations and as per Bank’s procedures for Citibank Dubai, Citibank Poland and Citibank Hungary. Was a key contributor for all User Acceptance Testing activities for system enhancements, specific to the department.