Customer Service Officer
Mashreq Bank Corporate And Investment Banking Group
Total des années d'expérience :9 years, 10 Mois
Primary point of contact for bank clients for professional advices, enquiries, resolving of discrepancy and transactional errors in Abu Dhabi / AL Ain region
•As service partner work together with product sales . relationship managers, operation and other key internal stakeholder to identify opportunities for process improvements .
•Deliver proactive reliable and excellent service to clients within portfolio by understanding clients needs and exceeding their expectations .
•Identify opportunities to sell bank products and services referring them to the appropriate staff .
• Maintain a professional mashreq bank image through all interaction and communication with client .
•Providing daily Trade reports / follow up export/import LC issuance / payment , guarantees, import / export collection doc, TR ( trust receipt ), factoring, and KYC update, inward/ outwards advices and swifts .
•Monitor and proactively update client on pending enquires, and understand when and where to escalate potential issues using detailed escalation / TAT matrix .
•Managing and preparing round table meeting on monthly basis with client to ensure that all their need are delivered on time
•Attending client meeting with relationship managers and presenting mashreq matrix online benefits and time saver.
2014
•Provide Mashreq customers financial services which exceed the customer expectation by delivering an un biased, competent, timely and problem service.
•Improve on services levels at the branches. Take ownership of customer compliant resolution. Report indicators, set CSQ accurately at the required frequency.
•Be a team player and contribute to achievement of goals based on the key performance indicators in the branch. Also to support and coach new staff to make easier their assimilation in the bank family.
•Develop and maintain operational strategy for the branch in the absent of managers through the preparation and monitoring of business plans to deliver all agreed financial objectives and targets ( loans, credit cards, NTB accounts, insurance, auto loans, fixed deposit, mortgage and investments referrals )
•Ensures all banks transactions are in accordance with compliance policy and audit requirements.
•Source Islamic products as per shariah guidelines.
Achieve sales targets in term of volume and number
•Increase new to bank customer base and retained of existing client
•Control daily activity i.e. appointments, meeting, closure, acquisition reports of daily sales appointments.
•Update line manager on daily business activates.
•Dealing with the head office regarding sales volume, promotions, marketing strategy, achieving target
•Following up the customer to be sure they are satisfied
Organizing events: wedding parties, conventions, meetings (Miss Emigration Lebanon Event 2007)
•Following up employees and provide them by the last hospitality needs, to provide the highest customer satisfaction
•Dealing with all the hotel department to insure the highest productivity with the lowest cost
•Welcoming customer, online reservation, check in and check out
accounting and finance certifcate from Brentwood open learning college UK . online course start date march 2017 end Nov 2017
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