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• AML and reporting • Fraud monitoring • Transaction Dispute handling • Insurance Claims handling • Product Knowledge queries • Other Card benefits queries • Using the Card Management System in an effective and timely manner • Client Identification and Security • Online Services queries • Identifying Account types and Credit limits • Maintaining Customer Profile • Card and Pin related enquires • Transaction and Authorization information • Statements and Settlements queries • New Applications and Account closures requests • Telephony System navigation • Email system navigation • Issues and complaints escalation • Balance queries • Assisting LSB with control duties • Conducting regular customer surveys