Customer Service Officer
Sharjah Islamic Bank
مجموع سنوات الخبرة :5 years, 7 أشهر
• Assisting customers with their enquiries, escalate/ re-direct problems when appropriate.
• Deliver personalized service over the telephone to customers on various banking products, accounts, and services enquiries in an effective and efficient manner.
• Ability to understand customers’ needs and provide appropriate solution and attention.
• Accepting cash and cheques deposited by customers, verifying records and receipts, and crediting customers' accounts.
• Ensuring customers' forms are filled in correctly and checking customers' identification.
• Solicit customers’ feedback and identify problem trends for improvement actions.
• Take ownership of client complaints/issues, initiating action or resolving the problem within 24 - 48 hours and keeping the clients informed during the process.
• Consistently deliver quality service to our customers to achieve total customer satisfaction.
• Maintain a general knowledge of the bank’s common products and services.
• Understand and apply branch operating policies and procedures.
• Ensure all Bank & Industry service standards and codes of conduct are adhered to.
• Identify opportunities to sell RETAIL BANKING products and services, referring them to the appropriate staff & Participate in branch sales campaigns & identify cross-sell opportunities during customer interaction.
• Adopt a ‘’clean-desk’’ policy and set up high standard of service to the customers.
• Ensure any changes/ modifications to the processes and polices made by H.O are timely implemented.
• Provide continues feedback to branch manager on process adherence and any observed inconsistencies at the counter.
• Develop in-house training plan for concerned staff to ensure awareness of polices of the bank, procedures and upgrading their skills in identified areas of development.
• opening and closing accounts for customers (Individual, Corportate & VIP).
• Issue LPOs for all kinds of Murabaha/ Islamic credit cards/ Goods Murabaha deals, Tawfiq cases, Ijara services deals (Pay out Liabilities)/ Real Estate financing, and other retail business products according to the bank policies .
• Conduct outside sales calls to potential customers businesses.
• Handle internal and external auditors for satisfactory audit rating.
• Assist the purchasing manager on the procurement work flow, deliveries follow up & payments settlements.
• Receiving purchase requests, identifying & exploring request items.
• Arrange to invite vendors for summation of quotations.
• Evaluate & compare quotation prices, products, quantity & quality.
• Get the best quotations & deals from the vendors for all purchase requirements.
• Recommend to the purchasing manager the best quotations & get the necessary approvals on the same.
• Arrange of making the LPOs after getting the necessary approvals ( as per the approved expense policies & delegations) & within the banks terms & conditions.
• Sending the LPOs to the selected vendors & confirm receiving the orders, moreover following the order delivery & ensure to arrange the deliveries on time.
• Ensure that the received items conform the specifications & standards.
• Receiving all the necessary documents from the vendor (Invoice & delivery note acknowledged by the concerned department).
• Reviewing & recommending the set to the purchasing manager for the invoice settlement purpose along with the necessary approvals.
• Ensure to send all the necessary docs to the Finance department & follow up the vendors payments settlements.
• Filling the related documents as per the Admin Dept guidelines & ensure to keep proper records for the daily work. .
• Recommend to the purchasing manager all related suggestion of his area.
• Report regularly to the purchasing manager & update him about the daily work.
• Ensure that the warehouses & fixed Assets are in control and all Fixed Asset movements (Internal or External) as per the approvals & SOPs.
• Responsible for trade Licenses submission & renewals issues.
• Prepare a monthly report about all related stationary work for submission to the purchasing manager.
• Responsible of petty cash operations as per approved policies & procedures and maintain a log for the same and take necessary actions for rectifications for any differences.
• Backup for any of the staff as and when required & assist in any other administration work when requited.
• ¬Overseeing, planning and scheduling overall operations, within budgetary limits.
• Preparing Standard Operating Procedures (SOPs), manuals & work instructions for production operations in the unit and maintaining MIS/ reports to facilitate decision making by the management.
• Identifying, negotiating and developing a dedicated supplier/vendor source for achieving cost effective purchasing and reduction in delivery time.
• Managing overall procurement of ATM related items, Security Items, IT products, Stationery, Printing Items, Electrical items and marketing related products after budgeting.
• Preparing technical conciliation, tabulation of quotation, evaluating quotation and subsequently finalizing procurement and contract feasibility.
• Ensuring constant material availability for easy production execution, with specific focus on cost and time line.
• Planning, scoping, estimation, tracking & Implementation of project plans within preset estimate revenue budgets and deadlines and coordinating projects for the set up of new facilities.
• Negotiating and finalising contracts with vendors, with mutually beneficial terms.
• Governing project-related purchases for the new set ups as well as procuring all material items for the branding & interior of new branches, in line with the management plans.
* B.A in English Literature from Al- Azhar university (1996-2001)