Customer Service Manager
standard charterd
Total years of experience :11 years, 0 Months
• Worked with the operation team and customer service and relationship department to implementing the first branch in Iraq and all the necessary requirements to operate as an international bank and deliver the corporate service to our client.
• Managed and coordinate system integration project between SCB core banking and CBI payment system in Iraq
• Administered the CHQ printing project and integration between CBI systems and core banking systems
• Developing with head office team cash management process for Iraq.
• Captained CHQ printing project as per CBI new instruction.
• Training staff to deliver a high standard of customer service.
• Leading or supervising a team of customer service and cash area.
• Learning about organization’s products or services and keeping up to date with changes.
• Good knowledge of SWIFT messages, inward and outward remittances
• Support team in reports and returns handling and branch management duties.
• Support branch team for day to day running of the branch, maintaining operational control and compliance.
• Efficiency and productivity, while ensuring that risks are well controlled and processes are in compliance with local regulatory requirements.
• Manage in-branch operations and servicing staff with focus on capacity planning, security controls, people management, and customer experience management.
• As a Service Partner engage with Relationship Managers, Transaction Banking Sales & Product Management and other key internal stakeholders to solve client issues, identify opportunities and deliver the bank.
• Build relationships and rapport with clients at the transactional / operational level.
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handling customer complaints or any major incidents, such as a security issue.
• Communicating courteously with customers (Corporate and individual)
Customer Relationship officer:-
- Account opening processes for Corporate and individual clines.
- Meeting Customers.
- KYC process understanding and form preparation.
- Knowledge and understanding of SWIFT messages.
- Good understanding for the local Iraqi market requirements.
- Out ward Inward Remittances process understanding.
- LC & LG understanding.
- Risk understanding.
- Anti-Money Laundering Compliance report preparation (AS CBI conditions).
- Prepare Applications for customer’s requests, and ensure customer transactions are completed with no delay.
- ACH RTGS SVPO payroll system.
- Phoenix Mosaic and Signature captures (Sigcap Application access).
- Transaction Journals preparation.
- E statement and Phoenix Application.
- Understanding the importance of the documentation system.
- Archiving the department documents.
Operation officer:-
- Vault reconciliation, daily & weekly inventory and cash reconciliation.
- Acting as chief teller
- ACH RTGS SVPO payroll system application.
- Dealing with cash.
- Front office and back office tellers supervisor and (vault reconciliation).
- Operation officer
- Preparing (TJ) Transaction Journals for bank NOSTRO and VOSTRO account and for other local accounts.
- AML report (Anti Money Landry reports for the Compliance department and for the CBI).
- ACH (Automated Clearing House) (SVPO, CHQ), (Payroll).
- RTGS transactions (Inward & outward).
- CHQ book printing (Rototype Machine).
- Make the booking for the taxi service in all over Dubai.
- Follow up with the pending requites for the customers.
- dispatching the drivers in all over Dubai thru Raywood satellite system.
- managing the booking by using the Avaya system.
- Help and train the new staff with the new experience how to use the service.
- Giving the new staff training about the locations in Dubai and how they can deal with this kind of services.
- Make a Weakley reports about the staff and the absent dyes for all agents.
Doing the networking setting for the costumers thru the phone.
• Troubleshooting the DSL and ISDN problems for the subscribers with Etisalat.
• Installing the routers for the costumers and checking the status for the accounts with Etisalat system.
• Follow up faults reports for the new subscriber and the uncorrupted lines.
• Installing the routers for the subscriber (LinksysWAG54G, Aztech206U, Semince Modem, Aztech600EU, Lucent Cell pipe 20A USB Modem).
• Support users with any kind of help when they have problem.
• Installing and administration of DHCP and the DNS servicers.
• Managing the shared printers and VIPO system.
• Updating the operating system and monitoring the connection with the satellite system.
• Managing the user’s authority (sharing folders and files).
• Connecting the laptop with the access point.
• Archiving system and schedule the backup system
• Installing the operating system for the new computers.
• Checking the antivirus updates in the clients computers.
• Making a backup for the data and fixing the broken devices, and re-installing the corrupted operation system.
The corrupted operating system.
• Preparing an inventory list contain what we have in the organization.
• Supporting the clients with new information.