Executive Customer Service
Qatar Islamic Bank
Total years of experience :9 years, 9 Months
TEAM MEMBER CORE BANKING TRANSFORMATION SYSTEM
Participate in the relevant transformation sessions and demonstrate subject matter expertise for the bank.
• Represent business units and support functions.
• Process Improvement: Identifying scope of improvements/GAPS to increase efficiency in the new system based on the results derived from AS-IS analysis.
• Technical Support: Developing test script to ensure successful testing at EST (Early System testing) level.
• Performing high level test approach at various levels with the help of IT to ensure smooth transformation and migration of the core banking system;
• Participating as an integral part of SIT (System Integration Testing) and UAT (User Acceptance Testing).
• Migration: Ensuring successful migration to the new system along with the coordination of the transformation and Temenos Team after successful testing and approvals from various levels.
• Proficiency Enhancement: Training Temenos Team with current operational activities along with current system functions and interfaces running alongside;
• Attended workshops/training from the certified Temenos trainers to understand the new core banking system.
• Keep note of point requirements raised during workshops and reconcile end of day with Temenos
CUSTOMER SERVICE - SENIOR LEVEL
SENIOR OFFICER CUSTOMER SERVICE
New Client Acquisition:
* Acquire new clients, conduct financial analysis and submit accurate credit applications while ensuring an excellent on-boarding experience in order to achieve assigned acquisition targets and achieve the desired growth in portfolios
Portfolio Management:
* Offer existing clients new solutions, enroll clients for alternate channels and value added services to increase transaction volumes and grow the assigned
Relationship Management:
* Review client dossiers to ensure capture current and future needs, identify and respond to customers’ requirements and ensure complaints are resolved within agreed turnaround times to build and maintain long-term relationships
Risk Management:
* Conduct client visits, understand and report on risk profile and highlight/ update approving authorities with any changes to enable necessary action to be taken
Financial Analysis and Credit Assessment:
* Conduct analysis on clients’ financial health and needs as well as their industries/ markets on regular basis in order to identify lending, selling, and cross-selling opportunities and improve ADCB’s profitability
* Conduct credit assessments/ appraisals and coordinate the processing of approved credit requests for new clients to ensure a quality and timely credit utilisation process
Cross Selling:
* Cross-sell various products of ADCB’s portfolio such as corporate finance, project and structured finance, transaction services, debt markets, treasury and Islamic banking products to existing client based on their requirements in order to contribute to the increase in product penetration and wallet share of the existing clients
People Management:
* Manage self and team in line with ADCB’s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance
* Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
Policies, Processes, Systems and Procedures:
* Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders Continuous Improvement:
* Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank’s standards
Main Duties
Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter.
Plan, direct, or coordinate the activities of workers in branches, offices, or departments of establishments, such as branch banks, risk and insurance departments, or credit departments.
Approve, reject, and coordinate the approval or rejection of lines of credit or commercial, real estate, or personal loans.
Guiding, Directing, and Motivating Subordinates - Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.
Communicating with Persons outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information.
Contribute to team effort by accomplishing related results as needed.
Tracking fraud online, outside the country and suspicious transactions.
Main Duties
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information.
Contribute to team effort by accomplishing related results as needed.
Training new joiners for the Islamic Banking Services and Products.
Responsible for 1st line complaint diffusion.
Provide a daily report for the abandoned calls and reports for login and log out time
Monitoring agent’s calls and performance.
Monitoring the recordings to be published for the customers through online system
Testing and Translating Interactive Voice Respond (IVR) for the products and the activities for the Bank.
Internet banking - SMS banking team support.
Weekly sales performance team support
Night shift Senior - Handle specific client enquiries.
Determines requirements by working with customers.
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains call center database by entering information.
Keeps equipment operational by following established procedures; reporting malfunctions.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
MBA Islamic banking and finance
Certified Islamic Finance Expert May 2013 AIMS- Islamic Finance Institute - London - UK
✓ English Conversation Courses Certificate - Upper Intermediate Aug 2005 UNESCO
✓ ICDL\ECDL Certificate 2005