Commercial Adviser and Partner
HUB Projects Management
Total years of experience :17 years, 8 Months
Serves as the one-point contact to the customers of the bank to build and deepen relationships to achieve increase in share of wallet and revenue
Capitalises on cross-selland up-sell opportunities to generate revenue through multiple products by conducting regular client visits for relationship building and retention
Establishes company tie-ups and works on brand promotion to achieve budgeted sales volumes by initiating and managing promotional activities and group meetings
maintains high standards of service excellence by effectively meeting customer expectations in terms of efficiency, accuracy, timeliness and professionalism of response to deepen customer Relationship and loyalty
Guides and support new team members by assisting with on the job activities and by providing advice on coping with job- related challenges
Generates new opportunities for sales by devising statistics and techniques necessary for achieving the assigned targets in terms of sales volumes, new customer bas3 and overall portfolio growth
Builds and sustains customer relationships through being open, trustworthy and transparent
Works with others to get things done and achieve performance expectations.
Understands the products and services in own area of responsibility and delivers service excellence in line with the agreed standards.
Is customer focused and takes ownership for delivering service excellence.
Takes ownership and works to achieve performance expectations.
Follows established working methods
Adapts to change to support the continuous improvement of the business.
Demonstrates initiative and passion within own area of responsibility.
Looks for ways to enhance own contribution to ADCBs success.
Understands the vision, strategy and priorities.
Understands the purpose and contribution of own role.
Understands operational risk factors and implications for own business area.
Evaluates the risk and cost implications of own actions.
Takes ownership of own performance and development and looks for ways to continuously improve in own area of responsibility.
Respects differences and acts with integrity to build open and honest relationships.
Is a team player and works with others to achieve results.
Builds relationships to seek and share information to help broaden own business awareness and understanding.
Communicates to understand the views of others and responds accordingly by choosing the most appropriate method and style of communication.
Make consumer asset and liability product sales to meet given target.
Ensure that all product applications are filled accurately, within the agreed timeframe and all the required documents are obtained to avoid re-work.
Ensure that all customer applications submitted are within CBD policy guidelines.
Follow up and close sales leads referred by call center, other segments, etc.
Proactively call existing customers and make agreed target number of appointments per week to review customer needs and make sales of other suitable CBD products.
Review walk in customer needs and make sales of suitable CBD products.
Attend weekly and monthly team and area sales meetings to review performance and share best practice ideas.
Ensure a consistently high level of customer service is maintained at all times.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Maintains financial accounts by processing customer adjustments.
Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Prepares product or service reports by collecting and analyzing customer information.
Contributes to team effort by accomplishing related results as needed.
Handle Bank help desk with regard to the customer inquiries, requests & complaint and based on each status; taking the necessary action.
Follow the bank rules and procedure and also customer service standards while replying to the clients.
Check end of day report which is relating to any action done by agent against credit cards and make sure that it’s with in the policy.
Activate, block and replace Rateb, ATM and Credit Cards.
Make sure that charges are debited from the clients’ accounts against any services provided to them such as ATM replacement, etc.
Prepare end of the month reports of help desk & team leader mail box.
Gather information from other bank and compare it with ours which can affect us positively to enhance our bank product and procedures.
Supervise Authorisation staff and ensure quality service is delivered as per the SLA.
Ensure Fraud monitoring reports are checked and necessary action taken as per the bank procedure.
Handle all Authorisation related issues as per the procedures and the SLA.
Escalate and resolve exceptional cases in coordination with senior staff/ Manager.
Monitor efficient and accurate service are provided to VIP customers / Ruling Family, as per the bank procedure /policies
Ensure Error-free processing, correctness and completeness of the day-to-day operations of the Authorisation unit.
Availability on-call 24 hours a day.
Coordinate with Payment organizations / other banks on issues pertaining to Authorisation
Monitor Daily activity report for the Authorisation staff.
Identify areas of improvement in Authorisation service and methods of implementing the same.
Well informed on all product, policies and procedures of the bank.
Prepare regular MIS of the Unit activities and interactions with customers and other banks.
Handle and follow up for all escalated complaints and issues raised by customers and other banks.
Provide input in areas of Authorisation and corrective action on areas of risk as evident from periodic MIS of all of the Authorisation methods by Telex, Fax and IARS line.
Conduct periodic training to ensure team members are well with Authorisation procedures.
Supervising the floor in absence of team leaders and coaching new staff.
Handling mortgage & personal loans, & Al Dana customers.
Recognize and convert sales opportunities while answering prospect customers’ inquiries and deepen existing customers’ relationships by Cross Selling and generating sales leads.
Credit cards authorization, activation, blocking cancellation and bonus as per the organization and visa international policy
Checking daily cards fraud and suspicious reports, and analyse the transactions
Handling customer’s complaints to ensure 100% customer satisfaction.
Communicate & F/up with other departments & Branches to handle the customer’s inquiries.
Systems Using Knowledge:
Customer Profile, Prime, Prime Online, Base24, Phoenix and CRM system.
Nature of business: labour supply and employment services
Worked in public relation department position of (P.R.O) (releasing documents from immigration and labour office), then shifted to work in the Fleet department (department which involve in solving problem), covering and solving the employment services and labour supply problems.
Handled telephone calls, passed on messages and answered general queries.
Dealing with many construction companies to supplying labours like Alhamad, Ghantot and wed Adams (Constrictions Companies).
89.9% (GPA 3.5),with credit hours 54
