إسلام جمال

• Distribution of work among credit review team
• Supervise and motivate Credit Review team to work collectively and efficiently.
• Create detailed daily reports for processed & reviewed requests by credit risk team.

Ensure to provide excellent customer service through phone, e-mail in timely and accurate manner.

Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.

Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.

Provide statistical and performance feedback and coaching on a regular basis to each team member.

Writes and administers performance reviews for skill improvement. Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.

Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members.

Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.

Addresses disciplinary and/or performance problems according to company policy. Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.

Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns.

Ensure to provide excellent customer service through phone, e-mail in timely and accurate manner.

Serve as liaison between Call center, management and customer to improve customer service and business productivity.

Analyze customer complaints and provide appropriate corrective actions. Assist directly or route customers to the appropriate personnel for assistance.

Ensure customer satisfaction by meeting customer needs in courteous and timely manner.

Track, follow-up and resolve customer’s outstanding issues in a timely fashion.

Prepare documentation and reports on routine customer correspondence for future reference purpose.

Assist in training peers on improving customer support service.

Communicate customer feedback to technical and marketing teams in order to develop processes for better
serving customers.

Maintain weekly reports on customer inquiries, responses and feedback so as to develop customer service
analytics and trends.

Receive inbound calls

Answer questions about the product details, the bank, and issues with accounts for the customers.

Assist customers with technical issues experienced with website and escalate any issues to management.

Perform basic account maintenance activities.

Meet Quality Assurance Requirements and other key performance metrics.

Answer customer’s inquiries about Debit / credit cards transactions.