Donald Fernandes

Primary responsiblity for implementing workflow procedures, organizing, planning and
implementing strategy based on direction from the Manager for Business
Tracking the progress of the team on weekly, monthly, quarterly and annual basis over
objectives.
Monitoring and maintaining the appropriate data by the Team on the workflow
Managing walkin Clients with their banking needs and product marketing
Supervise and motivate staff to perform their best by coaching and supporting new and
existing Staff
Responsible for providing financial solutions to meet the requirements of the NRI customers
and ensure value added customer service.
Responsible for increasing liabilities size of relationship via balances in accounts of existing NRI
customers and enhancing customer profitability by capturing larger share of Wallet.
Timely reviews the inflows and outflows in the mapped NRI accounts and also proactively
tracks NRI visits to India.
Being in close contact with the existing customers through mailers and phone calls and share
insights on the fluctuations in interest rates, exchange rates and various product offerings.
Updating Banks internal system.

Portfolio management of AED 100 Million for HNI Gold & SME Customers
Providing full range wealth management Products developing long term relationship.
Increasing total Liabilities & annual PFA AUM from the existing & new clients.
Performing KYC/AML reviews & Due Diligence review in timely manner.
Acquiring new business by opening account & cross sell Loans, Mortgage, credit card, etc.
Setting up appointments & meetings for Investment and Savings program.
Helping the customer with International transfer through our 24/7 online with best Fx rate.
FX trade through our margin trading account by getting best deal.
Risk profiling and coordinating with service providers & operations to expedite the process
Maintain satisfactory control & compliance with adherence to laws, regulations & Policies.
Updating the leads on the CRM & Assisting other departments to resolve the issue or request
within the TAT.
Customer experience, satisfaction & quality check for other banking department
Handling team in the absence of the Area Manager by sending the MIS and all the Queries
raised by different teams internally

Negotiating monetary benefits associated with bank products.
Selling Health Insurance & Life Insurance products.
Customer follow up for document collection.
Retaining existing customers by renewing insurance policy
Up‑selling Credit Card, Personal Loans & Auto Loans
Data consolidation to generate performance reports
Verifying calls & Emails for the agents & customers.
Retention on the existing credit card customer.
Helping with upgrade and the downgrade of the benefits and cards.
Giving complimentary rewards as part of retentions.
Monitoring service quality of calls and handling escalations and complaints

Credit Card Verification for Citi Bank & Virgin Cards.
Fraud monitoring of customer applications & documents.
Follow up on completion of application within the required TAT.
Giving exceptional service to the staff applications.
Up selling Credit Card Insurance with all the benefits
Get the Insurance leads & forward to team for closing the sale.
Helping customers on balance transfer & loan on card.

Collection of payments for cards, utilities etc.
Arranging Payment Plan on pass due credit cards & bills.
Inform the customer about the credit rating status
Giving the customer good settlement amount as possible within the set limitations & rules.
Skip tracing customers details & other necessary information
Helping the customer with hardship programs
Assist new agents with sup & escalation calls