Senior Strategic Partners Happiness Officer
SAAED for traffic System
Total des années d'expérience :16 years, 8 Mois
❖ Working as a Senior Strategic Partners Happiness Officer (Covering Head of Department responsibilities) - where responsibilities are:
• • Implementation and application of customer care programs (strategic partners) that include resolving complaints submitted and considering the recommendations of customers.
• Sending questionnaires to clients (strategic partners) to collect information about the services pro-vided, the level of satisfaction, or any suggestions for improving the level of service.
• Establishment of knowledge base data and its suitability according to the company's policy and approval.
• Develop and implement a plan for meetings and visits with clients (strategic partners) in cooperation with partnerships to determine their needs and work to solve their problems in coordination with the concerned departments.
• Obtaining various information such as knowing the percentage of strategic customers' satisfaction and knowing if they have any complaints or suggestions.
• Collect the results of survey studies to carry out analytical studies.
• Receiving and sorting out complaints and suggestions coming from clients (strategic partners) and escalating them to the concerned departments for processing.
• Reviewing the means and channels of communication with clients (strategic partners) periodically and working with the Institutional Communication Department to find the most appropriate means of communicating with them and working on improving the means of communication to maintain good relations with clients (strategic partners)
❖ Worked in Business Banking - SME as an Business Banking Executive - where responsibilities were:
• Business Banking Executive
• Open accounts sourced by ROs or walk-in customers & coordinate with various departments for approvals.
• Ensure correctness and completion of the documents collected and the data captured for each application
• Ensure the account opening activity is completed as per the set SLA to maintain out TAT commitment
Reviewing conduct of accounts, limits utilization and identifying early warning signs, if any, and recommending corrective measures.
Preparing and issuing sanction advices/ approval memos to branches.
Maintaining a regular and timely two-way communication with Branch Managers, Regional Managers & Credit Admin Managers.
Escalate problematic past-due clients to higher management levels to workout solutions as needed.
Working with Core Banking team, testing the new Finacle system 10.2.
Preparation of commercial security documents promptly / Error free on receipt of approved proposal guided by the laid down policy and terms of approval. Coordinate with all related departments (CCA, CBG, legal) in order to ensure a smooth streamline of preparation of commercial security documents in all respects within the stipulated service level agreement.
Balance confirmation letters: prepare list of collateral details in respect of customer’s balance confirmation letter accurately, by reflecting the exact security position of the client on the as on the desired date, on receipt of request from CPU.
Preparation of miscellaneous letters to clients (Corporate / Commercial / individual) with regard to expired facilities / release letters etc..
Accurate checking of personal loans, Islamic finance, personal overdraft applications and Agro loans.
Opening of loan accounts.
Checking and processing of loans deferments request.
Prepare list of contact details for CPV, and send to call centre.
Preparation of miscellaneous letters: release letters (Traffic, Land dept.), settlement letters to other banks (Covering letters) and pay orders to Banks, car show rooms…etc).
Attend the CAU help Disk and replay to all inquiries.
Update the retail tracker sheet.
Release report of all loans with Zero balance (Personal) and ensure full closure from system.
Preparation of Liability Letters, No Liabilities Letters and Direct Liability Letters.
Stand By Duties
Leave cover for visa cards processing.
Opening of CIF for completed documents.
Prepare list with cards which are t be processed and send it to card centre.