بسام ينكصار

Customer Service Team Leader في البنك الاهلي التجاري

• المملكة العربية السعودية - جدة
• أشغل هذه الوظيفة منذ يوليو 2008

The nature of the job is more into managing Customer Care unit for the Quick Pay Remittance

 Heading a team of 8 members, taking care of Customer requests and complaints 7 days a week. As well as managing their working hours and shifts during the week.
 Monitoring the remittance Transfers customer care performance & work quality to ensure the minimal delivery cycle of the business.
 Involved in the alignments between the business and call center with regard to customer issues and complaints and to identify the staffing requirements for the Remittance Business Phone Banking area (agents, attendants and customer care)
 Involved in Customer Representation and deal with clients issue and complaints throughout the NCB Remittance Business Retail network of 100 Branches.
 Involved in Designed a standard training kit for Customer Services Representatives in the Remittance Business branches and conduct onsite training for the team on various
E Banking, Channels, and front end applications to deal with customers requisites and implement enrollments of clients in the system. The remittance business in NCB is an End to End electronic mean of solution.
 Contacting correspondent’s Banks to escalate any issue.
 Put together the policies and procedures of the unit with all necessary management approvals and work flows.
 Respond to all inquiries from correspondent banks
related to AML
 Handling OFAC (Checker)

 Handling SAMA inquires related to Remittance