Customer Relations Executive
Doha Bank-Qatar
Total years of experience :16 years, 10 Months
• Provides assistance to customers in all products and services offered by the branch and explores the opportunities for sale of branch products.
• Handles opening and closing of accounts procedures as per policy.
• Process customer requests for cheque BOOKS, atm CARDS, credit cards and their delivery in coordination with electronic banking dept.
• handles all commercial facilities requests of customers in coordination with the deputy branch manager.
• processes personal loans/ car loans and q-pack applications in coordination with the customer service coordinator.
• handles and processes new / renewal / encashment of fixed deposit facilities and provides rates in consultation with the branch manager.
• Coordinate between the branch and the central archive to dispatch the files and the security items
• Selling bancassurance
• Rectify the weekly and monthly reports requested by the audit department
RETAIL SERVICE HEAD - RETAIL BANKING SECTION
LEVEL OF RESPONSIBILITY:
• REPORTS TO BRANCH MANAGER AND RETAIL HEAD(RETAIL BANKING UNIT HEAD, HEAD OFFICE).
AREA OF RESPONSIBILITY:
• PROVIDES PROMPT CUSTOMER SERVICE IN RELATION TO THE BANK’S RETAIL PRODUCTS(HOUSING, CONSUMER, PERSONAL, ETC.), IN ACCORDANCE WITH THE INTERNAL NORMS AND PROCEDURES.
• ESTABLISHES BUSINESS CONNECTIONS WITH CURRENT AND NEW CLIENTS IN ORDER TO INCREASE ALL BUSINESS ACTIVITIES OF THE BRANCH, MAXIMIZE ITS MARKET SHARE AND REACHES THE SET TARGETS, IN TERMS OF RETAIL PRODUCTS.
JOB DESCRIPTIONS:
• ESTABLISH BUSINESS CONNECTIONS, ATTRACT POTENTIAL CLIENTS AND SEES FOR THE MAXIMIZATION OF THE BRANCH RETAIL MARKET SHARE WHILE CROSS-SELLING ALL BANKING PRODUCTS (INCLUDING CORPORATE).
• PROVIDE COMPREHENSIVE, PROMPT AND EFFICIENT CUSTOMER SERVICE.
• RECEIVE AND CHECK DOCUMENTATION FOR ISSUING DEBIT AND CREDIT CARDS AND PERFORMS ALL RELATED ACTIVITIES IN THE SYSTEM.
• RECEIVE AND CHECK (RETAIL) LOAN APPLICATIONS AND ALL THE NECESSARY DOCUMENTS, INCLUDING THE REQUIRED COLLATERALS WITH THE BANK’S PROCEDURES.
• FORWARD THE COMPLETED LOAN APPLICATIONS FOR FURTHER PROCESSING TO THE HEAD OFFICE, IN ACCORDANCE WITH THE BANK’S PROCEDURES.
• PREPARES RETAIL LOAN CONTRACTS, TRANSFER ORDERS, COMMISSION CALCULATION , ETC.
• FOLLOW UP THE PROPER SERVICING OF THE LOAN UNTIL ITS MATURITY.
• CONTACT THE CUSTOMER IF THE LOAN/CARD IS OVERDUE.
• EXECUTE AND COMPLIES WITH THE RELEVANT INTERNAL PROCEDURES, TRANSACTIONS, LOCAL REGULATIONS AND/OR CENTRAL BANK OF EGYPT DECISIONS, MANAGEMENT MEMORANDUMS AND ORDERS.
• PERFORM ALL BASIC BANKING OPERATIONS OF THE CLIENT (COMPLETE SERVICE IN ONE POINT), IF POSSIBLE DEPENDING ON THE VOLUME OF DUTIES AND THE IT SYSTEMS’ SECURITY CONSTRAINTS.
• INFORM THE BRANCH MANAGER OR THE COMPLIANCE OFFICER AND INTERNAL AUDITORS ABOUT ANY VIOLATIONS OF THE INTERNAL ORDER OR PROBLEMS WITH CUSTOMERS, ANY SUSPICIOUS CUSTOMER OR TRANSACTION.
LEVEL OF SIGNATURE:
• B’ GENERAL SIGNATURE.
• Issuance of CO.
• Open Accounts.(Current accounts, Saving Accounts…etc)
• Issuance and breaking of CD’s and FD’s.
• Generating new business such as Payrolls.
• Selling the bank products such as Credit cards, Personal loans and Car loans….etc.
• Issuance of inward and outward TT (SWIFT).
• Supervising the customer service officers.
• Replacing the customer service head.
• Perform all work in accordance with departmental and bank-wide policies, processes, procedures and instructions so that work is carried out in a controlled and consistent manner while delivering a high quality and cost effective service to customers.
• Achieve the agreed individual sales targets ensuring compliance with the bank’s policies and procedures in order to support the achievement of the overall branch targets.
• Promote the bank’s products and services including salary accounts, loans, cards and deposits to potential and existing ‘elite’ customers by making proactive sales efforts and capitalizing on cross selling opportunities in order to achieve the sales targets.
• Ensure clients fully understand and agree to all features, applicable fees, terms, and conditions of the products and services they are purchasing.
• Direct customers to the appropriate channels (ATM, Phone Banking, THE BANK online) whenever required.
• Conduct pro-active visits to customers outside of the branch to achieve sales targets.
• Deliver, consistently, high levels of customer service and deal with customer queries effectively, initiating transactions where possible and escalating complex ones to the appropriate channel, in order to maintain a high degree of customer satisfaction in line with THE BANK’s service quality standards.
• Ensure flawless execution of client relationship transactions maintaining appropriate records and responding to customer requests and queries without delay.
• Proactively manage the assigned key accounts portfolio in order to ensure that the bank’s ‘elite’ customers are timely and effectively provided with the necessary general banking services.
• Review applications to confirm their completeness and initiate processing, escalating transactions that are outside the delegation authority to the appropriate authorities.
• Ensure adequate filing and record keeping of client queries in order to ensure availability for any future reference.
• Develop competitor awareness to assess the extent to which THE BANK’s products and services are competitive and achieve market coverage.
• Responsible for all cash transactions such as cash deposits, cash withdrawals, checks withdrawals, CO payments, Inward clearing checks, Outward clearing checks.
• Responsible for the ATM replenishment.
• Supervising the tellers.
• Replacing the branch vault.
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• Supervising and monitoring Alexandria branches in achieving their targets.
• Evaluating the staff and reporting to the top management.
• Setting plans with branches’ heads to achieve their targets.
• Attracting new business to the bank.
• Responsible for supervising and leading the auto loan team sales officers .
• Reporting to Senior level management.
• Setting the team monthly target.
• Coordinating between the branches and the retail unit
• Responsible for selling the auto loan product .
• Leading sales officers under my supervision and reporting to the achievement to team leader .
• Generating retail business.
• Sell full range of bank’s products &services.
• Follow up Branch’s Customers payments, assure punctuality& payment regularity.
• Banking business expansion including assets& liabilities.
• Increase customer base& provide customers with a refined service that exceeds their expectations.
• Sell full range of bank’s products& services.
• Contribute in business calls to generate new retail business.
• Ensure client’s inquires& complains are properly dealt with and facilitate their daily transactions.
• Assure &provide excellent service quality to all customer levels.
• Improve customers’ wait time/serve time to reach the applied bank standards.
• Reporting to the retail team leader and the customer service head.
• Selling Banking Products Such as (Credit Card, personal Loans, auto Loans, F/D &OD/FD….etc.).
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