CUSTOMER SERVICES MANAGER
RAK BANK
Total years of experience :9 years, 7 Months
1. Monitor Branch sales and service standards.
2. Retain customers through complaints resolution and other inquiries in coordinate with Complaints Unit.
3. Produce, analyze and report management statistics branch sales and transaction volumes, recommends and implement changes / improvements based on the findings of these statistics.
4. Provide leadership, coaching and support to the team members by setting objectives, evaluate performance, identifying development needs and motivate staff.
5. Ensure lending guidelines and system are implemented and staff are fully aware of the procedures.
6. Ensure that account opening applications, ATM, Credit cards applications, Request for certificates are input / sent to Operations for processing are error free.
7. Recommend credit proposals (Personal loans, ROD, TOD, postponements, Credit cards and commercial loans).
8. Ensure (Know Your Customer) investigation is done for all Business and non resident accounts and personal accounts where customers indicate large cash deposits will be made.
9. Monitor overdraft limit review dates and ensure no overdue limits.
10. Ensure the business is booked as per laid down procedures and guidelines and due diligence is carried out with respect to money laundering and other regulatory requirements.
• 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.
• Contributes to team effort by accomplishing related results as needed.
1. Planning, developing and implementing PR strategies;
2. Liaising with colleagues and key spokespeople;
3. Liaising with and answering enquiries from media, individuals and other organizations, often via telephone and email;
4. Researching, writing and distributing press releases to targeted media;
5. Collating and analyzing media coverage;
6. Writing and editing in-house magazines, case studies, speeches, articles and annual reports;
7. Preparing and supervising the production of publicity brochures, handouts, direct mail leaflets, promotional videos, photographs, films and multimedia programs;
8. Organizing events including press conferences, exhibitions, open days and press tours;
9. Managing and updating information on the organization's website; and engaging with users on social media sites
10. Commissioning market research;
11. Managing the PR aspect of a potential crisis situation.
Bachelor of Human Sciences majoring Mass Communications and public Relation from UAE University in Al Ain- July 1998 with GPA of 3.29