Amer Qindah

Duties:
 Monitor Channels Performance.
 Conduct monthly and daily ATM Network performance and outage monitoring.
 Prepare periodical and on demand Performance Analysis Reports and Presentations.
 Function as liaison between branches, other departments and third-party vendors.
Projects Involvement:
 Prepared UAT script for a new E-Banking system and M-Banking upgrade.
 Participated in testing the new E-Banking and the upgraded M-Banking.
 NCR-Gasper Vantage (ATM Monitoring/Incidents Ticketing System).
 NCR-APTRA Vision (ATM Monitoring/Incidents Ticketing System)
 Prepare Call Center System Requirements and System Replacement.
 Queuing System Maintenance “Service Level Agreement”.

Duties:
- Ensure agreed customer service standards are consistently met.
- Supervise the day-to-day operation of the Call Center business.
- Consistently monitor staff levels and liaise with management regarding any adjustments required.
- Provide leadership, guidance and support to the Call Center Agents.
- Consistently monitor systems with a view to recommending changes / updates to improve them.
- Participated in Preparing and reviewing Capital Call Center policies and procedures.
- Participated in Mobile Banking and Internet Banking User Acceptance Test.
- Participated in preparing ATM Transaction flow screens.

* Provide information on all Bank Products to existing & potential clients.
* Selling bank products and services, and generate quality service opportunities.
* Resolve customer complaints, either directly or conjointly with the other concerned departments.
* Execute client instructions as per Bank of Jordan P&P’s.
* Identify & forward customers feedback, and contribute to process improvement.
* Management and follow up on customers’ complaints with the related departments according to the complaints policies and procedures.
* Answering customers’ inquiries, complaints and suggestions.

* Assist in implementing of HR policies and procedures.
* Assist with recruiting and staffing.
* Filing physical HR records.
* Checking new employees’ background.
* Data Entry and general administration