Islam Mahmoud

Build, develop and motivate a high performing team committed to achieving success. Ensure that the team members are developed to achieve their maximum potential whilst coaching them to build their awareness of their strengths/development needs. Creating an empowering environment for my team encouraging individual ownership, initiative and challenge of the status quo.

Promote the development & growth of the Tharwa Segment through acquisition & nourishing of Wealthy customer’s relations through selling a value adding financial advice for portfolio of Tharwa clients aiming to achieve the financial ambitions and aspirations of Wealth customers faster & at a less cost.

- Manage efficiently the portfolio of customers designated, Acquire NTB customers, Enroll, and Upgrade existing customers along with cross-selling all exclusive products to the customer to achieve his/her set target and meet the annual approved plan.
- Review reports provided from Quality Assurance Department & Call Centre which indicates the level of service & rate of complaints, then ensure that any customer complaint is solved, as well as striving for achieving the best in class service through professional customer handling.
- Track wealth customers’ inflows and outflows on a daily basis and contact customers to seek information behind unexpected behaviors.
- Ensuring that a consistently high level of customer service is maintained by effectively dealing with CIB Wealth Customer’s queries and complaints.
- Ensure that the work area is maintained in good condition and that product literature is available and prominently displayed.

Customer Support Coordinator
- Handle customer's requests/instructions related to remittances, trade finance, and Remittances Awaiting Disposal recovery of charges/fees & clearing cheques, also ensure timely execution of the same in coordination with the respective operational centralized units whenever required.
- Receives applications from customer related to L/Gs, L/Cs, IDCs, money transfer, collection etc. and ensures that all application data is fulfilled and delivers documents to customers.
- Prepare required reports on due time and meet target dates for assigned tasks to be delivered back on time.
- Meet target dates for assigned tasks.
- Ensure that all daily transaction have been delivered to central operations.
- Perform any additional related task as assigned.

Service Representative
- Ensure that all customers' interaction begins with the standard service greeting.
- Strive towards managing customer expectation and specific requirements and queries for each interaction.
- Be vigilant and alert on any possible frauds and risks and provide customer feedback to direct supervision.
- Provide continuous feedback and seek guidance, assistance and approval from direct supervisor on any irregular/or suspicious transaction.
- Coordinate with retail operations card production, branches and other units to resolve any customer problems and queries.
- Introduce and promote alternate channels to customers to reduce traffic in branches.
- Cross sell products based on customer potential and needs without affecting their primary work and service standards.
- Serve customers at the branch by either directing them to appropriate counter, managing the queuing system or by understanding and resolving (when possible) their inquiries and requests.
- Provide customers with basic information on all products/services.
- Handle all allocated function with strict adherence to set processes (stop payment requests, external signature verifications etc)
- Perform issuing the certificates requested by the customers.
- Ensure safe and proper custody of security items (credit cards/ debit cards/ cheque books/ pins/ documents and acknowledgements) including handing over/ taking over.
- Responsible for specific customer complaints/inquiries.
- Ensure accurate reconciliation and daily balancing of security items are conducted as per SOP.
- Deviations and exceptions reporting in branch monthly exception report in a timely manner.
- Implement "Anti-money laundering law" and "knows your customer" concepts.
- Manage stationary stock for branch.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Pursue Personal Development of skills and knowledge necessary for the effective performance of the role.
- Full awareness and adherence to the SOP's policies, bank code of conduct, appearance, safety instructions, internal related policies and procedures, CBE regulations, banking law, AML law and secrecy law.
- Perform any additional related task as assigned.

- Sell comsumer banking products to existing and new branch customers.
- Ensure that all customer interaction begin with the standard service greeting.
- Strive toward meeting and exceeding customer expectation and requirements in each interaction.
- Be vigilant and alert on any possible frauds/risks, and provide feedback to direct supervisor for guidance and assistance.
- Coordinate with departments/units to resolve any customer problems and queries.
- Introduce and promote alternate channels to customers and reduce traffic in branches.
- Cross sell, products based on customer potenial needs.
- Provide customer with basic information on all products/services.
- Handle all allocated function with strict adherence to set processes.
- Receive customer’s requests for issuing the various certificates.
- Maintain and meet the service quality standard that has been set. Responsible for customer complains/inquiries and for logging every customer complain, inquiry and forward to the customer care unit.
- Ensure all knowledge of all processes activities and functionality of SSRs.
Manage stationary stock for branch.
- Operate, carefully and efficiently, a variety of standard office machines, including personal computer and a variety of computer software, phone, fax, calculator, shredding and photocopy machines.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
- Pursue personal development skills and knowledge necessary for the effective performance of the role.

Mar 2011 - Feb 2012 Q-Mobile Middle East Co, (Q-Tel) Alexandria, Egypt
Senior Support translator

- Searching and editing different News categories to meet specific criteria.
- Translating News from Arabic to English (& Vice Versa) and forwarding them to foreign subscribers.

Jul 2009 - Aug 2009 National Société Générale Bank Alexandria, Egypt
Summer Vacation Trainee - Loan Department

- Gained experience of providing accurate and timely servicing of the Bank's loan portfolio.
- Processing the production of loan documentation relating to the opening, servicing and closing of all loans.

Aug 2008 - Sept 2008 National Bank of Egypt Alexandria, Egypt
Summer Vacation Trainee - Bank Receptionist

- Providing customers with an adequate level of service or help with their questions and concerns.
- Receiving customer's complaints.
- Handing over newly issued ATM cards to their own holders.
- Serving customer inquiries concerning their current accounts.