personal banikng officer
dubai bank
Total years of experience :18 years, 9 Months
Handle customer applications requesting for, Personal Finance and credit card.
Opening personal accounts, opening companies’ accounts and registering them with the bank for further business opportunities.
Assisting the staff in answering all questions related to Personal Loan and credit card and goods Loan.
Ensure to attain up-to-date products and process knowledge at all times (including that of other banks.
Listening to, negotiating with and providing suggestions to staff and client.
Maintain a daily MIS of cases received from all Dubai bank branches.
Coordinating with staff on any changes with in the policy across all products.
Follow up with all Branches personal banking Officers to resolve pending loans files.
Issuing a monthly error report and track the common error that staff are falling in, provide, and arrange for a training session accordingly.
Analyzing and providing solution to reduce turn around time for Personal loan and Credit card application process.
Coordinating with different Department such as credit policy and operation, to solve all the difficulties, which the customer has within the Bank policies, make decision if the case should go to a higher management approval with justification whenever it is required.
Handling Urgent cases and insure they are done in a very short time..
Handle customer complaints and take complete ownership of specific customer complaints from initial contact to complaint resolution for loans.
Be a team player, facilitate teamwork, and help colleagues as and when required.
Identify customer needs by probing to maximize product sale to achieve branch targets.
Educate and increase customer awareness on the usage of other delivery channels and products while serving them.
Ensure that all customer requests are handled as per bank’s procedures and policies including central bank instructions issued from time to time.
process customers request for Certificate of Balance confirmation, Liability Certificate,
Monitoring Customer Service Executives’ team making sure the team is achieving the targets set by the management.
Making sure that the department achieves the target of service level set by the department head.
Introducing new staff and conduct training on the work Flow of the Call Center
Training and_assisting new staff on how to operate the systems used By Call Center - WinCati and Microsoft Access.
Introducing new staff to and making them familiar with the questionnaires conducted explaining it, how to be conducted and answering their queries.
Assisting agents, when necessary, in solving complicated cases and handling aggressive customers.
Checking complaints taken by Call Center agents and sending it to dealers through SAP.
Handling customer complaints - with a high volume of inbound calls.
Answering customer queries and providing information.
Negotiating with customers and discussing their issues until his/her satisfaction reached.
Capturing Data and recording all received Data
Marketing the Al-Futtaim products throug( the implement promotions
Working on Service Satisfaction Surveys and Sales Satisfaction Surveys covering the customers of UAE, Qatar, Oman and Egypt for Al-Futtaim Motors, Trading Enterprises and Honda Motorcycles.
Carrying out surveys of different projects as IKEA, FAMCO, Emirates Post, Ajmal Perfumes, Hertz rent a car (GCC), United Arab Shipping, Panatec, Plug-ins, Techserve (logistics), Al-Futtaim Electronics Service Center etc…
Introducing customers to new vehicle launches and ensuring their attendance.
Handling customers of different categories and mentalities being able to understand their needs and requirements.
Dealing and liaising with the Managers of the dealers and with customer to ensure that his/her problem has been solved to his/her satisfaction.
Able to work under pressure and keep a smiling and a pleasant tone with customers.
Worked overtime whenever it is required.