Customer service officer
Kuwait Finance House Bank (KFH Bank)
Total years of experience :12 years, 7 Months
Provide proactive customer-driven servicing of all customer banking needs in line with KFH quality
standards in order to enhance the Bank’s image.
• Build and maintain strong and effective relationship with Branch/ Finance Center customers to
implement sales plan and achieve goals/objectives.
• Act as the first point of contact for customers, especially for new customers, answer their queries and
provide information about various products and services offered by the Bank within specified turn-
around time to ensure customer satisfaction.
• Perform all customer service-related tasks with regards to product applications (e.g., account opening,
service subscription, etc).
• Route financing applications to Retail Credit and follow-up on approval.
• Achieve sales targets for loans, credit cards and salary accounts as per branch business objectives
To deliver a high quality client service and customer retention approach to managing client
relationships to enhance product sales and new client growth targets.
• Excellent experience of banking environment and knowledge of policies and procedures
• Greeting customers with a smile and welcoming them into the bank
• Listening patiently to queries and concerns of customers and guiding them to the proper personnel
• Handling basic or general queries at personal level following bank's policies and procedures
• Handling administrative and clerical duties as ordered by the bank manager
• Managing courier, postal and Maintaining daily records of incoming and outgoing calls
• Maintain strong relationships with priority customers and refer sales opportunities to Premium Banking
team
• Deliver high quality customer service and exceed satisfaction goals by reducing customer complaints
Receives and dispenses cash to customers and processes checks, demand drafts, SWIFT transfers,
remittances, foreign currency, deposits, withdrawals, utility payments account to account transfers etc.
• Process all deposit transactions accurately against proper verification of the identity and authenticity of
the customer by obtaining the required supporting documents/source of income/ details/ consent letter
of the customer (wherever applicable) as per the approved procedure and AML/KYC policy of the
Bank.
• Assists supervisor in balancing cash, clearing items, verification of vouchers, KYC & ID expiry
updating and processing non-cash related transactions.
• Obtains necessary approvals for insufficient funds or any other exceptions to ensure compliance with
the approved policy & procedure of the Bank and CBK regulations. The reason for any reversals should
be properly marked and original advises should be taken back from customers.
• Ensure that cash delivery and collection process with external cash supply/collection agency is in
compliance to the approved policy & procedure of the bank.
• Performs all end-of-day closing activities for the Teller system and the vault, ensuring all closing
procedures are carried out systematically.
Make outbound calls to potential clients in order to sell the bank’s products / services.
• Called customers listed in the company database and provided them information on the latest range of
the bank’s products / services.
• Called up customers to conduct after sales customer satisfaction survey.
• Checked to ensure that appropriate changes were made to resolve customers' problems.
• Achieved monthly sales targets.
• Contacted customers in order to respond to inquiries and to notify them of claim investigation results
and any planned adjustments.
• Interacted with a diversity of customers and achieved desired targets within or before a definite time
duration.
• Referred unresolved customer grievances to designated departments for further investigation.
• Helped inbound agents in answering enquiries when the number of waiting calls increases suddenly.
Handle inbound calls, provide one-call resolution to problems reported and follow up with customers.
• Involved in processing orders, forms and applications.
• Identifying and escalating priority issues or customer complaints.
• Providing advice, information and assistance to callers and colleagues.
• Helped in Developing product / service sales script and new conversation techniques.
• Provided technical and analytical support at the call center.
• Proficient in providing information and selling products / services over the phone to clients.
• Well versed in identifying customer needs and able to offer the required service / product.
• Proved Cross-Selling techniques while handling inbound calls.
• Maintained a thorough knowledge of all banking products and services.
Certificates of Achievement
2020
• Gold account for CSO, September 6th
:
courses: Certificates of Acknowledgement • Outstanding Performance in the Quality of Customer service program 1st
