@julieanngracilla
Customer Service Specialist at HSBC Data Electronic Processing, processing card applications and refunds at 98%+ accuracy.
PhilippinesAt HSBC Data Electronic Processing, I process credit and debit card applications in line with banking policies and regulatory requirements. I also process refunds and account adjustments with 98%+ accuracy.
I support customers by phone, email, and chat, document cases for audit and compliance review, and meet SLA and quality standards. I also serve as a Subject Matter Expert and provide training.
Work history, roles, and key accomplishments
Processes credit and debit card applications in compliance with banking policies, handles refunds and account adjustments with high accuracy, and supports customer interactions via phone, email, and chat. Also serves as a Subject Matter Expert conducting training.
Managed over 60 customer interactions daily via Zendesk, handled shipment tracking and resolved delivery issues, coordinated with logistics teams to improve resolution time, and maintained CRM documentation to support service quality.
Handled billing inquiries, payment processing, and account adjustments in a regulated banking environment, processed refunds with high accuracy, and provided multi-channel customer support via phone, email, and chat.
Degrees, certifications, and relevant coursework
Bachelor of Secondary Education, English
2011 - 2015
Completed a Bachelor of Secondary Education with a major in English from 2011 to 2015.
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