1. MARIAM FUAD ALHALWAJI
m.alhalwaji@hotmail.com
Contact # 050-9639995
OBJECTIVE
To obtain a position that will provide me an opportunity to apply my education and problem solving skills
and serve an organization that demands excellence in a competitive market.
PERSONAL STRENGTHS
As a person of high integrity, I am committed to performing superior work while demonstrating creativity
and innovation. I eagerly accept challenges, especially those involving hard work, and enjoy finding
successful solutions to customer and organizational problems. With a keen eye for detail, I am
responsive, flexible, and capable of adapting quickly to a changing environment. While recognizing when
to lead and when to follow, I work hard to get results in everything that I do.
EDUCATION
Emirates Institute for Banking and Financial Studies, Sharjah
Banking Diploma, December 2007
Higher Secondary School ( science section )., June 2005
PROFESSIONAL EXPERIENCE
Emirates NBD March, 2008 – Present
Retail Card Business-Fraud Investigation Unit
Fraud Case Investigation:
Ensure all identified Fraud Swipe cases are investigated & action on day to day basis to avoid customer
complaints.
Escalate cases to Acquirers Banks where fraudulent transactions can be cancelled and reversed back by
merchant in the card account.

2. Ensure all fraudulent disputed transactions are charged back within time frame to help increase of
recoveries.
Prepare the fraud investigation case memo for individual cases and obtain management approval.
Ensure Proper compliance to updating of service requests on fraud cases.
Ensure Temporary credit is processed within 2 working days. By following up with chargeback
Conduct analysis for identification of CPP while carrying out fraud case review.
Review daily late presentment & Dummy Auth reports to timely chargeback and recovery.
Backup Role: Ensure Fraud reporting is done on daily bases for all fraud & non fraud cases.
Backup Role: Assist in Non-fraud Dispute case processing and doc review activities.
Card Dispute Process
Assist in the day to day activities of the chargeback case management process and team, performing the
following:
Review of all faxes and emails received and create the related service requests to fulfill the request
Review the dispute cases for the unsettled transaction.
Customer contact / communication – written/verbal/email if the customer is un-contactable beyond the
required TAT.
Assign calls to concerned department based on the analysis and requirement
Review of fulfillments received from NI Chargeback Unit and communicates with the customer.
Follow up with the customer to ensure the case taken to closure accordingly.
Ensure CRM updates w-r-t case details.
Ensuring that the chargeback dispute cases are raised within the stipulated timeframes as per the
scheme guidelines.
Review pending cases between Fraud Unit & NI Chargeback Unit to ensure cases are closed within the
turnaround time.

3. Ensure that all the disputes cases are updated/tracked in a central repository (Shared dispute sheet +
CRM) are tracked to closure.
Transaction Confirmation & Call Outs
Conduct Daily call outs to the customer disputing transactions on their Debit/Credit Cards.
Obtain the required information & documentation to ensure all dispute cases are initiated.
Explain the time frame of the dispute to the customer.
Attach Dispute form to relevant SR along with allied documents and provided the cases to Z-Dispute
Processing.
Update the CRM system on all actions carried out over Credit / Debit Card disputes.
Resolve cases on first call basis the dispute nature and convey liability to customers.
Sending out the required communication to the customer, if the customer is un-contactable beyond the
required TAT.
Customer Service Executive (CSE)- Mazhar Branch
Process customer requests including TTs, account to account transfers, and salary transfers (add the
number if you have it)
Maintain deliverable register including cheque books, debit cards, and credit cards
Receive return cheques, and follow up with customers for collection or send them to the customer PO
Box or to the RIU
Perform reconciliation to all deliverables, and cheques.
Order cheque book for customers as per their request
Prepare mailing list at the EOD for all requests and forward to the concerned units
Review the Financial & non Financial reports report at the EOD

4. Review EOD Finacle and tracksoft reports to ensure that all requests (cheques books, TTs, account
maintenance, transfers) received has been sent to the concerned unit.
Opens new accounts, completes associated documentation and loads into the banking system as per
ENBD policy and procedures
Contributes to the efficient operation of the branch through the accurate and timely processing of all
account maintenance.
Attend customers and solve their issues related to credit and debit cards.
Sell ENBD Products
Apply AML policies and procedures
Handling all Telephone Enquiries & Customer complaints (Oral & written) as per bank’s procedures using
CRM system.
Answering discrepancies related to our products by internal mail.
Building a relationship banking with customers, and Serving them with all their requirements.
Randomly calling customers for confirmation and satisfaction.
Teller-Muhaisna Branch (For 4 months)
Cash deposits and withdrawal
Clearing and House cheque deposits
Currency Exchange
Fund Transfer/ Transfer Posting
Issue TT/DD and Manager Cheque
Apply AML policies and procedures

5. ADDETIONAL QUALIFICATION AND COURSES
MasterCard chargeback Training, 2013
Money Laundry Training - 2013
Impactive presentation skills.
Business etiquette and working in multicultural environment.
Power reading skills.
English for banking, mathematics and principles of banking.
Language: Arabic & English (written and spoken)
Computer skills: Microsoft Office 2007 (Word, Excel, Access, Publisher, Outlook & Power Point)
Experienced in using Emirates NBD systems including, BA, Finacle, Oracle CRM,Siebel
CRM,Cognos,PRM,Vision Plus,Visa and Master Online and Tracker.
Personal Skills Hard worker, excellent grasping power, ability to learn new skills, self starter. Good
communication skills. Confident and upfront attitude towards problems. Flexible and open to views,
opinions.
2 Months (Start 29Apr2007) Practical Training course in Citi Bank- Sharjah branch- in most of the bank's
departments (Personal Banking, Credit Facilities, Credit Operation, Accounting, Treasury, Trade
Services, Clearing, etc..). Customer service.
PERSONAL INFORMATION
Date of Birth: 22nd June,1986
Nationality: Bahraini
Marital Status: Single