Customer Service Representative
ila Bank
Total years of experience :10 years, 8 Months
• Established the SLAs and the processes and training manuals of the contact center.
• Assisting customers with the account opening and through ila banking application and on-boarding process.
• Explaining the digital banking experience and journey for the clients.
• Listening to concerns and feedbacks and acting upon them.
• Highlighting issues to the concerned teams for resolution.
• Call backs to the clients to update them about their requests.
• Writing and sending official business emails to clients.
• Fraud monitoring and confirming transaction details with customers.
• Auditing customers' documents as part of KYC process.
• Data entry.
• Using Wathiq website which is Information and e-government Authority website to corrss check customer information.
Serving customers for Citibank Bahrain and Citibank UAE over the phone such as hearing their concerns, clarifing banks process, handling customers complaints, solving problems and following-up with them and highlighting customers feedback.
Worked for Pull and Bear in City Centre mall as a part time Sales Associate for three months and for Zara Home in City Centre mall as a Sales Associate for one month as a part timer (2012).