Esraa Elhosainy

AS per attached resume

Reported to : Branch Manager, Zone Manager, Head Of Branches

• Provide a single point for customer service for all bank products and services
• Open/close Personal and company accounts
• Handle customer Applications for Deposits/Recurring Ivestments/Personal Finance/covered cards as per shari’ah compliant
• Handle all buy-out personal Finance Requests.
• Handle customers requests for Early Settlement of Finance/ Postponement of Installments/standing instruction
• Handle Customers inquiries(Transfers, Balances, ..etc)
• Handle ATM/Visa Electron Transactions
• Handle Cheque Books Transactions
• Process Balance Certificate/Liability Certificate/No liability Certificates/Bank Statements
• Issuing Foreign Demand Drafts
• Identify customer needs by probing to maximize product sale to achieve branch targets.
• Actively cross sell all bank products to achieve my sales target of Deposits, Covered Cards, and Personal Finance
• Participate in branch sales compaigns and promotions.


• Attend to all customer queries and ensure customer satisfaction.
• Handle customer complaints and take complete ownership of customer complaints from initial contact to complaint resolution.
• Achieve defined sales targets in terms of No. of Customers volumes and revenues by selling Banks products and services.
• Identify customer needs and provide professional customer service to achieve customer service satisfaction and maximize banks products sales to achieve branch sales target.
• Ensure full awareness of all banks policies and procedures in relation to Money laundering preventation and KYC according to central Bank Rules.
• Ensure Zero error documentation and following bank policies.
• Ensure that all bank products and services rules and guidelines are available and professionaly displayed and explained to the customer.


Branch Services Support Officer - Covered Cards \[Head Of Branches\]

Reported to : Head Of Branches, Branches Support Manager

Credit Intiation Unit, Head Office, Dubai, UAE

• Maintain MIS of Approved covered Cards on a daily / Monthly Basis
• Maintain Monthly ERROR LOG for all Branches to be forward to all Branch Managers/Head of Branches/Service & quality Manager.
• Prepare the Daily Report of all the Pending covered cards Applications.
• Follow-up with Credit team/Supervisor/credit head/Head of Retail/Branch Managers on the pending cases to get them approved.
• Ensuring Proper TAT of covered cards Applications
• Provide Trainning to Branch staff (Personal Bankers) on covered card policy
• Regularly inform all Branches Managers, Service & Quality Manager, and Head of Branches of Repeated and frequent discrepancies related to covered cards
• Receive and review credit Limit Increase/Decrease Documents
• Replying Branches queries (emails and calls) regarding any Pending, Rejected, CLI/D Cases, and any issue related to Covered Card Policy.
• Replying Call center and service & Quality queries based on daily customers complains/Queries by coordinating with the Branch (Personal Banker).
• Updating the Incentive Dept. with updated Personal Bankers source codes / Branches and with the Misc. covered card approved cases.
• Attend trainings and meetings as per Service Quality Manager’s instructions

Customers inquiries(Transfers, Balances, ..etc)
ATMs Transactions
Cheque Books Transactions
Openning all types of accounts including Saving accounts, Current Accounts, term deposits, and Long Term Certificates both retail and Corporate.
Issuing Telex Transfers.
Issuing Foreign Demand Drafts
Selling the bank products to new customers and cross selling with existing customers to achieve the bank sales target.
Issuing Balance Certificates

Personal Loans Department

Processing the Personal Loans
Processing the loans Settlement
Issuing No Obligation Certificates
Follow-up with customers for any late installments.
Handling any inquiries related to loans

Credit Cards Department

Credit cards inquires.
Checking the Minimum payment due, Closing balances, Due dates and others related to credit cards.
Follow-up with customers for collecting payments and Delivery of credit cards

Clearing and Collection Department

Managing the collection process of cheques from Central Bank Of Egypt.

Processing the corporate salaries with co-ordination of the Central Bank of Egypt.
Reviewing the invoices for the Bank expenses.

Cash Department

Cash deposits, withdrawals, and transfers.
Foreign Currency Exchanges.
Review the cash in the main cabinet and the cash register.

• Customers inquiries(Transfers, Balances, ..etc)
• ATMs Transactions
• Cheque Books Transactions
• Openning all types of accounts including Saving accounts, Current Accounts, term deposits, and Long Term Certificates both retail and Corporate.
• Issuing Telex Transfers.
• Issuing Foreign Demand Drafts
• Selling the bank products to new customers and cross selling with existing customers to achieve the bank sales target.
• Issuing Balance Certificates

• Assist in the preparation of regularly scheduled reports for the Marketing Team
• Handling all hotels reservations for seminars and Presentations.
• Organize and Schedule meetings, appointments, conferences, and hotelBookings.
• Answer and direct phone calls
• Maintain contact lists
• Produce and distribute correspondence memos, letters, faxes and forms
• Develop and maintain a filing system
• Order office supplies
• Book travel arrangements
• Submit and reconcile expense reports
• Provide general support to visitors
• Maintained the office database - retrieved and organized information for individual employees and clients.
• Created spreadsheets and presentations for corporate executives.
• Purchased office equipment and supplies - contacted vendors and subcontractors.
• Established and implemented administrative policies and procedures for the office.
• Attending all seminars and events and dealing with customers as an assistant to the marketing team.