Process Associate
Emirates Nbd
Total years of experience :11 years, 11 Months
- Improving Bank Processes. This Involves Analyzing Current Processes and Measuring Their Effectiveness.
- Collect Production Data and Enter into Database
- Collect Feedback from Production Employees
- Identify Weaknesses in the Production Process
- Consider New Production Trends and Technology
- Present Production Improvements to Management
- Direct execution (in some cases) and control of business processes.
- Coordination, assistance, and overview of management processes.
Answer questions about account types and banking products, such as accounts, loans and credit cards
Check on the status of customer accounts and track payments
Review and explain account charges
Assist banking customers who are victims of fraud, theft or identity theft
Assist customers with replacing lost or stolen credit or debit cards
Assist with address changes
• Work with the various Inbound, Outbound, Ground and warehouse operations and insure compliance to service expectations and quality standards.
• Process all incoming and outgoing shipment traffic on daily basis
• Maintain direct communication with other stations worldwide and insure all services and updates are met up to standards.
• Maintain effective communication with other company departments to insure a proper work flow
• Perform all necessary support functions with regards to pending cases, special requests and answering internal/external customers’ inquiries.
• Maintain and improve the quality of the service and commit to pass the various quality audits.
• Effectively use Aramex systems and technology.
• Managing courier routes and optimize the delivery & pickup tasks.
• Evaluating courier performances and insure service standards are met.
• Continuously strives for operational efficiency and coming up with creative ways to do the job.
• Provide full support to the other functions and teams when needed
General Purpose:
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks and Responsibilities:
-Answer Calls and Respond to Emails
-Handle Customer Inquiries Both Telephonically and by Email
-Research Required Information Using Available Resources
-Manage and Resolve Customer Complaints
-Provide Customers With Product and Service Information
-Enter New Customer Information Into System
-Update Existing Customer Information
-Process Orders, Forms and Applications
-Identify and Escalate Priority Issues
-Route Calls to Appropriate Resource
-Follow Up Customer Calls Where Necessary
-Document all Call Information According to Standard Operating Procedures
-Complete Call Logs
-Produce Call Reports
- Preserving customer service standards
- Handling client inquiries.
- Supporting team members
- Representing the company
- Attending meetings
- Achieving set targets
-Maintain Showroom Appearance and Upkeep
-Prepare Showroom Materials and Merchandise
-Supervise Sales Staff
-Assist Customers
-Prepare Sales Reports