Relationship Officer / Acting office Manager to AGM, Head of Cards and Payments – Cards & Payments
Commercial Bank Of Qatar
Total des années d'expérience :11 years, 7 Mois
Competent support and assistance to the AGM and Limited Edition Team Clerical and operation support -maintains and handles the team requirements and reports submission.
Competent MIS support ( preparation the daily, weekly and monthly reports, preparation of KPI results) Coordinates with different units/department ensure well functioning in timely manner with LE team.
Additional support for LE team and AGM (Disciplinary issues, attendance, punctuality, quality assurance of the team work, Complaints/errors, personal issues of the entire team).
Handling complaints related to the department area, monitoring the quality assurance and proper follow up and closer of those complaints.
Handling the requests from VVIP customers the database of AGM.
Handling entirely the internal (staff issues and requests) and external requirements (business requirements) for the 12 branches that belong to the Qatar North region and coordinating they work, communications and follow up’s between other departments.
Responsible to prepare the supporting documents for the mentioned above requirements and make sure that documents filed properly and submitted to the concerned department if required.
Preparing daily and monthly MIS reports for the 12 branches with regards to their performance, follow up’s & etc…
Personal Assistant responsibility for AGM Qatar North region including scheduling meetings, analyst reports, documentations, filing and etc…
Handling complaints related to the department area, monitoring the quality assurance and proper follow up and closer of those complaints.
Handling banking electronic services and leading the centralized service team.
Responsible to respond on customer with their banking queries: on request to stop the card; Payment for CC/Loan; Recovery; Credit Card and Loan Postponement; Fund Transfer; Internet banking concerns & others (Rare cases and Complaints)
Log and record all the emails accordingly. The procedure that we follow is in accordance to our Turn Around Time (TAT) Monthly and General Reports along with the Summary and Monthly Fulfillment Report.
Analyzing the case depends on the concern of the customer. Majority of the cases are as follow: Accounts, Credit Cards, Loans, Telex Transfer, ATM Cards, Cheques and Letters, Internet Banking which includes: Internet banking deletion, unblocking, resending authorization code and updating email address, modification of personal details, and SMS and mobile banking.
Calling the customer. Normal inquiries that need only verification or confirmation, we opt to call the customer. We take the numbers through the registered SMS facility or in CRDB and PRIME. We will call the customer and inform them accordingly.
Sending Emails. There are two ways of replying to the customer. First is by responding through the secured email and the other one through their personal email address.
Upon the analysis of each case, the agent measures the importance of the email. There are some cases that need detailed steps and procedures. In this way the agent can not inform the customer over the phone as the customer might forget the process.
Agent chooses to officially replying through the secured email or through their personal email address. Most of the time, responding to emails is more efficient and effective since all answered secured emails are saved in the back
office database, and the non secured emails are available in sent items of Centralized Outlook. We keep our records just in case customer complains of not receiving reply from us.
Note: All of our replies to the customers are recorded in our log sheet indicating the timing we open the case and close them. If we contacted the customer, we put their phone number where we were able to reach them.
Following up emails. Some of the customers’ requests are being processed, approved or investigated by another department which can not be done only in the Contact Centre. Therefore, the Centralized Unit waits until we receive the reply from the concerned department in order to confirm with the customer and then we close the case accordingly.
Distribution of Faxes. The Centralized Unit is analyzing the incoming fax and simply distributed to the concerned department or concerned person. We also use a log sheet to keep a record of the incoming faxes. However, to some exceptional cases we handle and treat them correspondingly.
Training of new staff and preparing training materials and presentations.
Evaluation and exam the trained staff to the subject of certification.
Additional responsibilities :
handling auditing part with the Governor Team from January 2012:
*Monitoring and evaluating the agents’ calls for the quality assurance and auditing purpose.
* Checking the accuracy of records in the TAT report for the Centralized Unit and Complaint Unit for the auditing purpose
Handle banking and non-banking phone queries related to the accounts, personal, vehicle and mortgage loans, credit cards, and other banking concerns.
Capture leads and send to the branches and Sales Team.
Ambassador of Commercial Bank which capable to speak to 100 customers per day.
Provide solution to the problems of the customers.
Answer balance inquiry of the customers; process and transfer payments from accounts to credit cards
Process request to increase credit card limit; do balance transfer; request to re-issue or replace ATM/Credit Cards
Update mobile phone number for SMS Banking.
Set up disputes for unauthorized transactions, unable to receive money via cash withdrawal and cash deposit.
Process request for previous credit card bill statements and sending it to their fax or email.
Update personal information like changing of new billing address, telephone numbers and email address.
Answer telephone,
screen and direct calls
Take and relay messages
Provide information to callers
Greet persons entering organization
Direct persons to correct destination
Deal with queries from the public and customers
Ensure knowledge of staff movements in and out of organization General administrative and clerical support
Prepare letters and documents
Receive and sort mail and deliveries Schedule appointments
Manage and coordinate all marketing, advertising and promotional staff and activities
Conduct market research to determine market requirements for existing and future products
Analysis of customer research, current market conditions and competitor information
Develop and implement marketing plans and projects for new and existing products
Manage the productivity of the marketing plans and projects
Monitor, review and report on all marketing activity and results
Determine and manage the marketing budget
Deliver marketing activity within agreed budget Develop pricing strategy
