Branch Service Manager
Muslim Commercial Bank
Total years of experience :13 years, 11 Months
Designation: Branch Service Manager
Responsibilities:
• Provided guidance and recommendations in order to support the resolution of all customer cases to improve overall customer experience
• Supervised Daily routine commercial banking working, cash shipments and management, cash vault, stationery, daily vouchers, foreign remittances & ATM Operations and balancing
• Operations controls, compliance, reconciliation of branch daily cash reports/sundries accounts, GLs balancing
• Record keeping and management of branch F&F
• People management, led a team of 4 employees to improve in their respective roles and achieve targets
• Ensure that highest ethical standard is maintained in rendering the best customer services to the client
• Conducting on-site and off-site reviews of branches via ERP OBIEE database
• Performed over 5 compliance audits per month, preparing reports shared with managers and ensure timely rectifications and Identify operational gaps and high-risk issues.
• Conducting on job trainings to branch staff on monthly basis to develop operational knowledge and developed compliance training initiatives and materials, educating staff on regulations.
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• Monitored employee activities, confirming compliance with security regulations.
Designation: Customer Service Representative
Responsibilities:
• Served as the first point of contact for clients, responding to inquiries/calls via phone, email in a timely and professional manner
• Attend phone calls and provide accurate information
• Attended average 70+ customers on daily basis and resolved queries efficiently while staying up-to-date on product knowledge to provide complete information
• Filing documentation and accurate record keeping for audit and compliance as per regulations
• Facilitated delivery of hassle-free services to clients and collaborate with other departments
• Promoted and cross sell new products and services
• Opened 5 NTB accounts on daily basis with all KYC and audit procedures and updated client accounts, 10+ CIF amendment, Dormant activation of customers accounts as routine task
• Maintained friendly and professional customer interactions and reception cleanliness
• Resolved customer complaints
• Completion of any other tasks assigned by immediate line of authority
• Supervision of routine tasks i.e. cash vault, ATM Balancing and reconciliation and vouchers, Lockers etc.
• Set up and supervised cash shipments.
• Provided team with administrative support, when required, to ensure that duties are completed accurately as required.
• Maintained close liaison with clients, make personal calls to them and build sustainable business relationships
• Supervised branchs staff, review their performance and support them in achieving their personal targets
• Assist and build concept of cross sell among branch team.
• To fulfill any other duties assigned to them by line manager.
• Maintained branch files for accounts, branch record and employees leave applications.
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• Served as first point of contact for clients, responding to inquiries via phone, email in timely and professional manner.
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• Attended and resolved customer queries efficiently while staying up-to-date on product knowledge, policies, and procedures to provide accurate information to clients.
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• Identified cross sell opportunity and initiate effort to expend and deepen relationships.
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• Timely opened NTBs with all KYC and audit procedures.
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• Responded to customer requests for products, services, and company information.
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• Updated account information to maintain customer records.
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• Answered constant flow of customer calls with minimal wait times.
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• Utilized customer service software to manage interactions and track customer satisfaction.
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