Sales and Services Officer
Bank of Jordan
Total years of experience :12 years, 7 Months
Sales and Services Officer & Trainer March, 2014- Present
• Maximize Sales Revenue:
Achieve sales targets assigned by the Bank Management.
Identify opportunities to promote the Bank’s products and services; where appropriate, cross-sell and refer them to relevant branch or Bank staff.
Active participation and support for branch sales campaigns.
Credit card campaigns responsible.
• Service Customers:
Provide superior customer service in a professional and friendly manner.
Maintain a high level of knowledge about the Bank’s products and services, and ensure customers are provided with accurate information.
Assist customers with self-service banking.
Attend to customers in an orderly manner to ensure a positive customer experience.
• Process and Policy Adherence:
Process transactions efficiently and accurately while maintaining high service standards.
Adhere to all Bank policies and procedures, corporate security policies, regulatory guidelines, industry service standards and codes of conduct.
Record keeping as per branch requirements and the Bank’s policies and standards.
Ensure accounts are opened according to the Bank’s product and service guidelines.
• Trainer:
Identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments.
Designing and expanding training and development programmes based on the needs of the organization and the individual.
Considering the costs of planned programmes and keeping within budgets as assessing the return on investment of any training or development programme is becoming increasingly important.
Developing effective induction programmesnowledge and experience with other team members and provide support as needed.
Demonstrate a positive attitude, adaptability, flexibility, and punctuality.
Contact Center Agent- In bound November, 2011- March, 2014
• Supports a team of 10 employees and monitors the progress of customer service initiatives.
• Responsible for problem solving and follow-up in numerous banking departments.
• Briefs marketing department on potential new products and promotions.
• Updates management daily on quality control for customer service call center.
• Writes schedules and tracks absenteeism and tardiness.
• Fields up to 450 general customer inquiries daily.
• Maintains the utmost in customer service satisfaction by resolving all complaints in one phone call.
• Uses English language skills to assist English-speaking customers worldwide.
• Markets the bank’s products (loans, credit cards, bundles, etc.) to new and existing customers.
• Educates customers in use of online banking products
Master of American Studies Sep 2013- 2015 University of Jordan
English Language and its Literature Sep 2007- 2011 University of Jordan