Relationship and Customer Service Officer
National Bank of Kuwait
Total years of experience :11 years, 3 Months
Relationship and special needs Customer Service Officer -Consumer Banking Group
Special Award: Best Relationship Officer for the Year 2017 for maintaining the highest standards of Service Quality and Customer Service Satisfaction and achieving sales target over 200% in BSC.
Manage and maintain professional relationships with customers in order to achieve monthly target related to sales as credit cards, loans, term deposits and different NBK’s products along with delivering “best-in-class” customer service to the Bank’s client base at consumer and retail banking sector.
Explain to customers the different types of loans and credit options that are available, as well as the terms of those services, getting approval for loans within specified limits, and refer loan applications outside those limits to management for approval.
Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information, review and update credit and loan files, review loan agreements to ensure that they are complete and accurate according to policy and procedures.
Assure clients are fully understand and agree to all features of NBK’s loan products, compute payment schedules, applicable fees, terms and conditions, reassuring all clients’ documentations and transactions.
Extra mile by serving Special Needs Customer (Deaf and Dumb, Blind, Mental Health, Handicapped and seniors.) in accordance with Central Bank of Kuwait rules and National Bank of Kuwait manuals and procedures, using multi tools such as: Sign Language, Braille Printer for Blind Customers, special I-Pad for reviewing Terms and Conditions of NBK’s product.
Combined and unified training and talents development’s procedures in all the branches around the MENA region under the support of Human Resources and Talent Development Manager resulted in creating the Training Hub leaded to decrease the cost of training courses by 40%.
Collected and prepared staff news by Interviewing and contacting the project managers and the employees to design first Newsletter in Arabic and English combining all the bulletin and progress achievements of Clean Fuel Project -KNPC 4th Refinery for Kuwait Branch.
Supervised and trained other fellows in the project in terms of Relationship and Communications skills, teaching basics of Arabic Alphabet as part from the MBA elective Leadership's track.
Prepared a variety of reports and documents (e.g. Employees’ profiles, location analysis of company branches, full time employees’ task analysis) and executed interviews with Training Coordinators in MENA region to support the idea of Training Hub and presenting the information for Human Resource Director and Talent Development Manager.
Designed RACI matrix for Training and Talent development department, by assigning the tasks for each individuals involved in training and education process as Responsible, Accountable, Consulted and Informed based on FTE analysis.
Guided and edited communications supporting planning and career development initiatives, including Talent Development Forum newsletters, Improved the process of marketing and promoting the new training and education programs through intranet for assuring full access of courses and e-learning subjects for all the employees.
Provided guidance and induction for staff and trainees on day-to-day issues related to the access of e-learning system and training courses.
Analyzed staff training needs and matching them with their Personal Development Plan to provide the management with the reports and recommendations assuring transparency and accuracy.
Handled excellent and effective working relationships with staff, managers, officials, external organizations and training providers.
Supervised the registration process of K-Companies nominations in Training Program offered by Petroleum Training Center.
Review and provided recommendations for new technology-based learning programs and learner support mechanisms and their relevance to how the organization delivers learning and development. Collect feedback from reports being given and from Instructors about participants.
Coordinate with management for new programs and handling Training Accreditation Program (TAP) and Learning Management Systems (LMS).
Prepared monthly training departmental expenditure reports and performing quarterly analyses of various activities relevant to training; (Hotel Contracts, events and catering expenses, training facilities, budget performance, employee training) and other operational activities required to be review by the Managing Director.
Initiated successful relationships with key potential customers and companies to generate future business and mutual cooperation in order to achieve the monthly target related to sales of products i.e. credit cards, loans, deposits and Investment funds.
Ensured all clients' documentations, transactions and new customer's acquisition procedures are legally aligned within bank's policy and regulations.
Supported DSD team in mining and analyzing customer data to identify and plan for additional business.
Awarded a prize as the first winner for the Competition of Islamic Products.
Administrative Assistant to Compliance Manager - Risk Management Group
Assisted Compliance Manager in daily tasks and assignments to enhance the efficiency of the bank compliance functions and operational process by preparing official documents, correspondences, reports and forms for Central Bank of Kuwait and other departments in the bank.
Circulated Central Bank of Kuwait’s instructions and regulations to the concerned departments and following up to finalize the deadlines in preparing the appropriate response if any.
Established and maintained all Compliance's filling system (Hard and electronic copies, Intranet databases, records and other recurring internal reports), resulted in increased department efficiency 70%.
Special Award: Special Bonus by the Board of Directors as recognition of performance for contribution to the improved results of the bank in 2007.
Supported the branch manager in identifying and managing a portfolio of corporate clients by obtaining and analyzing all relevant financial and commercial Information gathered from different governmental bodies in Kuwait i.e. Chamber of Commerce and Industry for special interest parties planning to setup a new Business in Kuwait and Italy.
Liaised with sales officers and coordinate with Retail Banking Dept. for all financial transactions for new Italian Customers coming to join Italian companies in Kuwait i.e. Saipem, Trevi Group, ABB.
Organized and prepared different events and occasions for the Italian delegations coming to Kuwait (Hotels accommodation, travel arrangement, restaurants reservation, payments…etc.) in cooperation with the Italian Embassy in Kuwait.
Handled requests received from clients (Italian & Kuwaitis); follow up payments and other fees delivered by clients, and maintain an accurate record for all receipts and disbursement.
Followed up monthly unit reconciliations, acquire client's accounts statements, correct any variance or errors, and solve any related matters, record customer's payments, LG’s, LC’s, receive payments, open accounts, apply credits/refunds, and make deposits.
Supported branch manager in gathering the commercial information and contacting senior's government officials from different private organization and governmental bodies, i.e. Kuwait Chamber of Commerce & Industry, Kuwait Investment Authority, Kuwait Stock Exchange, Ministry of Finance and Ministry of Foreign Affairs as well as Italian Trade Commission and Italian Trade Agency as external governmental institution.
Administrative duties: preparing and typing letters, reports, registration of incoming/outgoing mail, records, screening and distributing incoming and outgoing correspondences, passing calls and messages to colleagues, dated and time stamped mail, prepared and sent outgoing communication, maintained office supply and stationery.
Created Incoming/Outgoing system with index system explaining documentary cycle for all copies of letters, reports and confidential financial transactions related to new Italian Companies coming to Kuwait as monthly client's accounts statements to ensure information are saved in professional manner and can be easily accessible if needed, resulting in increased usability and reduced searching time by 80%.
Enhanced in increasing the sales revenue and customer service quality by creating a special database software to identify the customers needs of training courses and this initiative been supported directly by the General Manager.
Analyzed all necessary personal and financial data for customers in order to maintain solid customer relationships by handling customer inquiry and concerns.
Organized scheduled training courses and assisted in preparing registration contracts by performing data entry and apply different programs.
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