Implementation & Training - Payments and Cash Management(GTS), Corporate Banking
Ahli United Bank
Total years of experience :13 years, 5 Months
• Work on all global transaction services (Cash management, Trade finance and Securities).
• Give full training for all products to our clients and staff.
• Attend all policy and procedures committee members meetings.
• Work on Direct Debits, Mandate Management and Direct Debit Out.
• Work on Cross border payments (Inbound, Outbound and Bulk payments).
• Support Corporate Payroll (Private and Governments).
• Complete client implementation within the agreed timelines.
• Achieve all the clients expected benefits.
• Communicate implementation progress to stakeholders.
• Prepared the manual process and procedures for Global transaction services department at AUBE.
• Act as a Consultant for AUBE corporate clients in their daily Transaction Banking needs.
• Do all presentations and prepare documents for our clients to make sure they are well educated on our systems and procedures.
• Preparing all the corporate proposals and agreements locally and internationally.
• Supports the product development team in developing/launching any new product along with maintaining product pipelines.
• Supports the corporate team and sales team to achieve the annual sales target/growth.
• Implement competitive, innovative and value- added Transaction Banking products and solutions for the wholesale/corporate business to AUBE.
• Deliver large/complex domestic and international Transaction Banking implementations.
• Responsible for product commercialization for customers requiring Cash Management solutions.
•Support UAE, Oman, Bahrain, Qatar, Lebanon and Egypt regions.
•Update all customers demographics and contact details on system.
•Working on Darwin system providing customer support for any Financial questions or complaints.
•Working on Hubs systems including UAE, Oman, Qatar, Bahrain, Lebanon and Egypt.
•Dealing with Personal loans, Auto loans, Credit cards, TD’s, CD’s.
•Doing the calculations on HPLS and SLS.
•Issuing Repayment Schedule, Statements for the existing customers.
•Do the calculations of transactions and EMI's on the loans and credit cards.
•Resolving the SR's or the tickets assigned by other departments.
•Collect amount due on customers CD1, CD2, CD3, CD4, CD5 and CD6.
•Collect amount due on customers Skip and Recoveries.
•Calculate the Interest and charges applied to loans and credit cards.
•Resolve the escalated SR's and follow the procedures and bank policy.
•Check and review all the escalated cases and assign it to the concern department and employees.
•Responsible for doing SPP’s and Deferments for delinquent customers .
•Running processes to clear and settle transactions.
•Reconciling systems by checking that the data flows from the revenue-generating front office to the operations systems.
•Monitoring the activity and reports of daily transactions.
•Liaising with clients regarding transaction settlements, as and when required.
•Liaising with clients and other bank divisions.
•Achieved high rankings in customer satisfaction and problems solving, Analyzing.
•Achieved high targets and more than the required by line managers.
•Certified Top performer for the month and Top achiever for the month and best adherence.
Western Union Account
Working on CSC package system to update and maintain customers and business accounts.
•Having excellent financial and IT skills to help all our customers with their transactions.
•Deal with B2C and B2B to assist in regards to transactions, Transfer fees and exchange rates.
•Given excellent communication and financial skills over the phone and by email to facilitate our customers inquires.
•Dealing with different transaction like cash, debit cards, credit cards, bank accounts transfer and WU prepaid card.
•Do the escalations and send it to concern departments.
•Dealing with all WU agents to ensure customers inquires getting resolved.
•Do the TMT with our customer using their cards.
•Sending professional full reports and emails.
•Achieved very high ranks for customer satisfaction and in a short time.
•Play maker between my team in regards to AHT, Quality, Adherence, Absenteeism and productivity.
Click to edit position description•Preparation of consolidated custom detailed Service Unit snapshots for management review.
•Development of weekly, monthly, quarterly and annual reports based on service requests received by service units.
•Creation of various automated excel sheets for data capture & maintenance of data integrity for various units.
• Prepare the daily Contact Center MIS to highlight the call trends and daily Service Level achieved.
•Working on CRM systems providing customer support for any technical questions or complaints.
•Working on LMS, IMS and HPS systems.
•Dealing with Personal loans, Auto loans, Credit cards, LG and WPS.
•Issuing clearance and liability letters for personal and auto loan.
•Issuing Repayment Schedule, Statements for the existing customers.
•Do the calculations of transactions and EMI's on the loans and credit cards.
•Resolving the SR's or the tickets assigned by other departments.
•Check the CPV and credit history of the customer.
•Working on the WPS system for the salaries of employees to be under central bank control.
•Resolve the escalated SR's and follow the procedures and company policy.
•Check and review all the escalated cases and assign it to the concern department and employees.
•Responsible for the reversal and waive of the charges for the cheque return, LPF, AMF and interest applied on customers accounts.
•Running processes to clear and settle transactions.
•reconciling systems by checking that the data flows from the revenue-generating front office to the operations systems.
•monitoring the activity and reports of daily transactions.
•liaising with clients regarding transaction settlements, as and when required.
•liaising with clients and other bank divisions.
•Achieved high rankings in customer satisfaction and problems solving, Analyzing.
• Professional customer satisfaction and replies.
• Working on CRM systems and Vision plus system as well as providing customer support for any technical questions or complaints.
• Dealing with loans, credit cards, balance transfers.
• Achieved high rankings in customer satisfaction.
• Assisting the team members for any queries or complaints from the customers as of my experience and communication skills.
• Expand the marketing of Najm credit cards in the UAE.
• Assist the existing customers for the best way to get the best offers, Cash and Installments using credit cards.
• Dealing with customers in loan on phone, balance transfers and Installments with interest and without.
• Selling satellite and internet radio channels to consumers in the USA and Canada.
• Providing customer support for any technical questions or complaints.
• Ensure a high level of customer service and excellence throughout the customer experience chain.
• Maintain a professional and pro-active approach to all tasks.
• Helping to develop a customer service policy for an entire organization.
• Managing a team of customer services staff.
• Developing customer service procedures, policies and standards for your organization or department.
• Provided technical and general training to new and old teams. \n• Provided documentation of on-going issues. \n• Managing team members. \n• Conducted one to one review meetings. \n• Prepared all mandatory reports and sheets. \n• Managed team performance. \n• provided evaluation and feedback reports \n• Also provided assistance in preparing and reviewing training materials and participated in different training activities.
1992 to 2004 Cairo International Schools "Grade 95%" 2005 to 2011 Bachelor of Science in Computers and Information (IT Major _ IS Minor) Cairo University Giza.
