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LILITH GASPARYAN
Digital Business Service Specialist
Phone: +16614372834 | E-mail: gasparyan.lilit93@gmail.com | Location: USA, CA
Summary
Proactive, customer-orientated with experience in sales and customer relations positions retail professional with over 7 years of experience in one of the best international Banks. Received high marks from management for consistently surpassed yearly target. Strong background in sales, fraud monitoring and customer relations.
Skills
Business: Complex problem solve • Mitigation • Strong decision maker • Detail oriented • Sales oriented • Communications skill and collaboration
Technology:MSWord• Excel•Outlook•ASBanking4.0• SmartVista
Experience
HSBC CJSC
Digital Business Service Specialist
Yerevan, AM Aug 2019-present
● Accurate and timely processing of card products in Smart Vista, ArmSoft and HUB (new card capturing, reissue, product change, replacement, card data change, HUB maintenance).
● Closure maintenance in ArmSoft and outstanding clearing.
● ATM and credit Card embossing, enveloping and distribution, retained card checking and
registration, card stock balancing.
● Credit card related issue investigations.
● Review of Corporate cards facility review dates and fees against agreement and Legal
department register.
● Daily Clearing and settlement.
● Daily and monthly Reconciliation.
● Issuing related report monitoring.
● Merchant acquiring:
–capturing new or existing merchant data
– merchant training
– merchant visit upon requirement
– respond to merchant queries, calls and ongoing support – POS terminal technical support
● Acquiring report monitoring.
● Review and act according to Global Standards requirements.
● Other Cards processing related tasks.

LILITH GASPARYAN
Digital Business Service Specialist
Phone: +16614372834 | E-mail: gasparyan.lilit93@gmail.com | Location: USA, CA
HSBC CJSC Yerevan, AM Contact Centre/Digital Service/Operations/Sales Specialist Sep 2016 - Aug 2019
● Fraud monitoring. Review account records and/or transactions involving potential fraudulent activity. Monitoring, evaluating and continually providing input on existing fraud detection systems and capabilities. Perform and continually refine analysis of fraud activity, alerts and improvement opportunities.
● Owns and resolves issues and understands how and when to escalate.
● By working together with the team to ensure that Operational procedures are met.
● Seeking to improve processing and managing the individual product error rates and smooth
processing of all customer applications.
● Organize and supervise sales processing for the department.
● Ensuring targets for all departments during the year.
● Develop the strategy for effective sales for the department.
● Handle contacts with HSBC customers in a polite and friendly way, instilling customer
confidence and resolving customer’s issues at first contact where possible.
● Delivers what is promised in line with customer expectations.
● Offers value added products and services based on customer needs analysis and ensures
customer understanding of those products.
● Where appropriate deliver the initial customer request successfully alongside any additional
products, services and solutions that have been identified.
● Provides excellent customer service to medium complexity customer contacts.
● Deliver fair outcomes for our customers and ensure our own conduct maintains the orderly
and transparent operation of financial markets.
● Keeps up to date on all training and relevant internal communications.
● Ability to handle multiple propositions and multiple products.
● Generating customer loyalty through strong knowledge of key products and services.
Education
Russian-Armenian State University
Master in Political Science (National Security)
Yerevan, AM 2013–2015
Yerevan, AM 2009–2013
Russian-Armenian State University Bachelor in Political Science
English - Intermediate B2 Armenian - Native Russian - Native/Bilingual
Languages