Senior Plus Banker
CIB Bank
مجموع سنوات الخبرة :8 years, 0 أشهر
Sales & Service
Manage & upgrade portfolio of existing Plus customers & acquire NTB along with cross-selling all exclusive products to be able to meet the annual approved plan
Track Plus customers inflows and outflows on daily basis and contact customers to seek information on reasons for unexpected behaviors to maintain better quality service level and meet set budget
Ensure that a consistently high level of customer service is maintained by effectively dealing with CIB Plus customers queries and complaint and ensure effective closure of complaints within the set TAT&SLA to meet customer delight Reporting & Communication
Prepare a daily sales report (DSR) including sales activities and call reports, share it with supervisor and branch head to track sales performance achievement versus budget and work on alternative plans when needed
Work Closely with Product Team to address plus customers needed service and products to ensure providing the best in class services and products
Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this within division to keep ahead in the market
Ensure that the work area is maintained in good condition and that product materials are available and prominently displayed (Policies, Processes and Procedures)
Follows all relevant departments policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
Follows the day to day operating related to own jobs in the branch to ensure continuity of work Compliance
Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and the code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks
Handling and processing customer’s (individuals & companies) transactions like: cash deposits, cash withdrawals, check deposit, check withdrawal, cash pickup, cash vouchers, outgoing checks, internal transfers, bank drafts, MCDR coupons.
Prepare ATMs Proof, Print ATMs’ slips, handle cash cassettes at the beginning of every day, physical count of cash at ATMs, preparing of manual tickets of ATMs and record it on the bank’s operating system.
Handling and physical counting of cash at Vault as well as making sure of recording cash in - cash out movements in Vault Registers.
Providing the highest level of service to customers in order to maintain their maximum degree of satisfaction, Referring prospective customers to Customer Service officers to sign and apply for bank’s various products
according to their needs.
Swift Administrator Bank Audi (1 year)
Responsible for First line operational support:
• Status of international operations - transactions
• reactive and proactive The bank’s operations
• Status checks on client's operations and availabilities of services
• User management
• Certificate management
• Handling - initiating of bilateral keys for Swift
Support of projects & changes
• User management
• Handling - initiating bilateral keys for Swift
• Set up of message routing
• Set up of Swift processes (Swift Codes management and data entry)
Administration
• Billing
• SLA reporting( service level agreement reports)
• Document life cycle
• Maintenance in weekends
• Activation/deactivation of clients, etc
OSAD. Operations Supervisor, Activations Dept. at Mobinil (2years)
• Drive improvements in overall service levels, transactional efficiencies & cost management.
• Implement new processes, procedures and technologies as needed.
• Manage and motivate call center staff to meet customer service performance goals. Ensure that all inbound and call center incentives are developed and executed as planned.
• Maintain and monitor performance, production, attendance and punctuality records, reviews and appraisals for staff.
• Continuously evaluate workflow and identify opportunities for improvement.
• Monitor adherence to company quality monitoring goals.
• Direct the forecasting and scheduling of daily workforce.
• Responsible for the supervision, coaching, monitoring, training, reviewing, disciplining of assigned staff.
• Track and measure individual and team productivity and quality results for staffing forecasts.
Graduation project: Advertising Campaigns : Dangers of Smoking Business Admin.