Personal Banking Advisor (Mass Banking)
Emirates Islamic Bank
Total years of experience :16 years, 0 Months
•Managing client relationships, as well as developing new business from new and existing clients through building and maintaining a strong long lasting customers relationships.
•Initiating opportunities to deliver distinctive customer service on each client interaction, including challenging client’s requests through necessary escalations if required.
•Responsible for performing intermediate duties and consultations related to branch operational activities and other financial services.
•Overseeing customer account management, including negotiating contracts and agreements in order to balance between customer satisfaction and maximizing bank’s profit.
•Ensuring the timely and successful delivery of solutions accordingly to customers’ needs and objectives.
•Collaborating with bank’s other teams and departments to identify and grow opportunities within territory.
•Forecasting and tracking key account metrics and competitors main selling points.
•Identifying customer needs and relating the features of the products to the benefits accrued.
•Negotiating and closing deals with multiple dimensions.
•Preparing and raising awareness on audit reports account and Balance confirmation certificates.
•Comprehensive operational knowledge of systems and procedures.
•Enforcing Dual control procedures at all times.
•Providing a responsible and accurate banking service experience to customers by maintaining and applying up to the knowledge of banking policies, practices and procedures.
•Ensuring all transactions and functions are carried out in accordance with laid down procedures & policies in the bank manuals and SOPs.
•Implementing customer service delivery standards and providing error free and quality customer service
▪ Working closely with the higher management and supporting the launch of the centre through developing, revising, and recommending personnel policies and procedures. ▪ Responsible for the official launch of the center and setting the company’s goals, deadlines, and projects for all other departments. ▪ Maintaining affirmative action programs as well as the company’s directory and other organizational charts. ▪ The initiation of HR department along with its main roles and responsibilities. ▪ Managing and directing all human resources related activities.
Setting work standards and requirements: Creating and revising job descriptions and Job offers as well as overseeing recruitment efforts for all personnel, including writing and placing job ads. o Talent Acquisition process: Recruitment, interviewing, hiring & onboarding and collaboration with departmental managers to understand skills and competencies required for the job. o Learning and development: Orienting new joiners and engaging in learning and development procedures. o Appraisal and performance measurement. o Compensation system, commission on sales and non-monetary forms of compensation o Employee Compliance & enforcing personnel policies and guidance regarding disciplinary actions. o Payrolls, WPS system and GPSSA: Assisting payroll department by providing HR relevant employee information (e.g. leaves of absence, resignations, increments, and work schedules, disciplinary actions, etc.) o Career development, counseling, training and personnel affairs. o Resignations, gratuity calculation and Conducting exit interviews and all other related procedures. ▪ Ensuring a safe, secure, and well-maintained facility that meets environmental, health, and security standard
Within my job role in priority banking, I have assigned multiple of tasks:
Branch Customer Service Officer (Priority Banking):
•Taking personal responsibility for the establishment and maintenance of key relationships to leverage business achievement.
•Assisting relationship managers in the procedures of application and cancelation of: Fixed Deposits and investment accounts, upon customer's needs and requests.
•Opening and closure of all bank accounts: Current, savings, trading, personal, and corporate accounts.
•Application and closure for all types of finances: Personal, Auto, commercial and credit cards.
•Referring leads of business and potential customers in way of supporting relationship managers and increase the growth of the department.
•Cross-selling all banks' services and products.
Branch Coordinator (Reporting to Head of Branches and Priority Banking)
•Assigning the key responsibility of assisting staff and coordinating projects between various branches.
•Handling correspondence related to branches enquiries and issues.
•Troubleshooting issues between branches and liaising with concerned departments (e.g. credit, HR, IT, .. etc).
•Scrutinizing all asset documentation received from branches and rectifying any discrepancies.
•Reviewing and discussed all pending loan applications with credit department to minimize resubmissions.
•Assembling reports on various branches and centralized department activities.
•Generating monthly reports on progress of bank applications, sources of business, discrepancies and other
•Maintaining branch-level performance and error reports for management reference.
•Flagged relatively larger discrepancies in errors or escalating problems to line manager
•Maintain up-to-date awareness of Sharia, Compliance, Legal and other guidelines for self and team
Acting Relationship Manager for Dubai Police:
•Conducting seminars and presentations to brief bank's products and services for new joiners of the Dubai police force.
•Providing professional and expert advice on products and services to all high valued customers in Dubai Police and business leads to other units to ensure that business opportunities are realized.
•To be able to apply concepts and techniques of selling a range of services in an ongoing relationship context.
•Awareness of bank strong selling points as well as the competitors to increase the sense of persuasion
•Arrangement of welcome packs and the delivery for high profile customers of Dubai Police.
Customer Service Officer (Branches / Mas) 2008 may - 2010 Oct
•Greeting and executing requests for all visiting customers and guiding them to the right department.
•Comprehensive awareness of bank’s divisions /departments, their functions and the products & services they’re responsible for.
•Maintaining custody and delivery of returned cheques, uncollected cheque books, ATM (visa electron) & Covered cards, bounced cheques & Captured Cards.
•Issuance of ATM debit cards, and all bank accounts statements.
•Preparing reference letters, liability letters, and clearance letters.
•Register every transaction & work process in a manual register and in excel sheets before setting a frequent report of all achievements.
•Assessing in additional training needs & train new joiners.
2002-2007 University of Sharjah (UOS) Sharjah Bachelor of Management Information System MIS, Minor in Public Administration