Customer Service/Business Support
Emirates NBD
Total years of experience :25 years, 7 Months
PROCESSING TEAM MEMBER
Customer Service - Emirates Money/Business Banking (Oct 2015 - Present)
Customer Service/Business Support - Retail SME (January 2018 to Present)
EMIRATES NBD, Meydan Dubai UAE
Customer Service function:
Handle customers' queries/complaints/requests via mails, walk-ins, calls and via Siebel CRM system (customers' requests are being raised from Call Centers).
Ensure providing superior customer service and answer all queries of customers with maximum quality.
Recognize and convert sales opportunities while answering prospect customers’ inquiries and deepen existing customers’ relationship by Cross Selling and generating sales leads.
Applying sound & accurate product knowledge. Follow up all activities and requests arising from customers and deliver as promised.
Complaints’ handling and problems’ resolution.
Ensure efficient secrecy by applying the standard security measurements before providing any information to customers as specified by bank’s policy & procedures.
Preparing MIS reports. Circulation of MIS reports like Siebel CRM MIS, Consolidated Cheque MIS and managing group Siebel CRM for all customer queries related to operations and resolved within TAT.
Raise request for letter issuance, loan closure, and refund to customers. Communicates with internal colleagues(i.e. Sales Managers, Sales Executives, Sales Coordinators, AST team) from all branches and other departments; we provide them feedback and update regarding their requests and queries via call, e-mail or mail as soon as possible.
Business Support function:
Proactive engagement in project activity and monitoring the progress.
Coordinate with the stakeholders. Review changes, if any and ensure implementation.
Maintaining MIS.
Escalation to the right level in case of any issue or gap.
Assistance to RMs on understanding on compliance alerts, associated risks and possible mitigating controls. Provide end to end support to centers.
All other compliance activities assigned time to time to be handled and resolved within TAT.
Rewards and Recognition:
Received 12 appreciation mails from external customers in 2016
Received 5 appreciation mails from internal customers in 2016
TOP Customer Experience Award Q1 2017
Received GEMS Award Q2 2017
Received 8 appreciation mails in 2017
Received TOP People's Choice Award in Jan 2018 for delivering TOP Customer Experience for 2017
Consistent appreciation mails from internal and external customers 2017/2018
Received GEMS Award Q4 2018
1.Operations Function. Review loan applications and check the financial and personal content provided to determine if they meet the loan qualifications; Manage multiple loans at once, requiring immense time management skills.
2.Preparing MIS reports. Circulation of MIS reports like CRM MIS, File Authorization MIS, Letter Tracking MIS, Disbursal Cheques MIS, Consolidated Cheque Hold MIS and managing group CRM for all customer queries related to operations and resolved within TAT.
3.Customer Service/Admin function. Handles letter issuance, loan closure, and refund to clients. Communicates with internal colleagues(i.e Sales Managers, Sales Executives, Sales Coordinators) from all Emirates Money/ENBD branches and other departments like Product and Marketing, Credit and Collections group; we provide them feedback and update regarding their request and queries via call, e-mail or mail letters as soon as possible.
1.Directly reporting to Sales Head, handling electronics/ home appliances/ office and home furniture dealers; giving product, personal loans and credit cards as well.
2.Responsible for increasing and developing sales on my assigned electronics and furniture dealers; handling big Electronics/Furniture dealers in the Mall of the Emirates, IBN Battuta and Sheikh Zayed Road (i.e. Jumbo Electronics and Jackys, Marlin Furniture).
3.Maintaining and developing relationships with dealers' sales team and existing customers via meetings, telephone calls and emails; developing relationships with potential dealers to prospect for new business tie-up;
4.Pre-screen customer’s profile and submitted required documents for loan approval.
5.Negotiating the terms of an agreement and closing sales; gaining a clear understanding of customers' businesses and requirements; making accurate, rapid cost calculations, and providing customers excellent customer service.
6.Telesales function; Inbound/outbound call handling.
1.Directly reporting to Team Leader and Assistant Sales Manager, handling electronics/home appliances/office and home furnitures dealers;giving product loans to individual and corporate customers.
2.Responsible for increasing and developing sales on my assigned electronics and furniture dealers; will be handling big Electronics/Furniture dealers in the Mall of the Emirates area (i.e Jumbo, Eros Digital, Harmanhouse, V.V & Sons, Virgin Megastore, Eon Digital and Eon Smart Home, Betterlife and ID Design, Compu ME, Jackys).
3.Maintaining and developing relationships with dealers' sales team and existing customers via meetings, telephone calls and emails; developing relationships with potential customers to prospect for new business; acting as a contact between a company and its existing and potential markets;
4.Negotiating the terms of an agreement and closing sales; gaining a clear understanding of customers' businesses and requirements; making accurate, rapid cost calculations, and providing customers excellent customer service.
5.Telesales function; Inbound/outbound call handling.
·Provide excellent customer service by answering calls and/or queries from internal/external clients, transferring calls to correct personnel, checking incoming fax, ordering office supplies for the team; receiving, coordinating and handling information for distribution to staff and clients through the use of telephones, mail, and e-mail;
·Arranging and scheduling meetings or appointments, handling travel arrangements;
·Organizing and preserving paper/computer files, performing research, managing projects, write correspondence, supervise databases; and produce presentations, reports, and documents;
·Coordinating and monitoring of clients’ sales, stock reports and accounts collection;
·Train, assist, and inform new staff;
·Work cooperatively with each other in order to work flexible and be helpful to one another.
·To consistently and successfully apply various collection techniques.
·Recommend and agree repayment solutions to customers.
·Trained new staff.
·Directly reporting to Senior Supervisor, submit monthly reports on team’s productivity (total inbound and outbound calls handled, total manned hours, attendance, total collection rate).
· Daily monitoring of staff’s inbound and outbound call handling of delinquent accounts (60day overdue) to ensure correct and complete call handling.
·Daily distribution of list for call-out. Each staff is given 100 accounts for call-out for the day.
·Gives hourly update to the team on inbound calls statistics, if all inbound calls were received or dropped.
·Close coordination with team leaders to monitor staff’s attendance and daily productivity, also to ensure that the team is performing their tasks and achieving the targets.
·Prepare group monthly schedule.
·Conduct monthly performance meeting with the team to ensure motivation and good relationship among team members.
·Empowered to decide on accounts that needs special approval, but still within the department’s parameters.
·Participating in yearly department’s strategic planning.
·Multi- tasking; was also assigned to handle accounts that were already endorsed to collection agency (120-over overdue), with close coordination with Collection Agencies to achieve collection targets.
·Resolve work related problems such as complaints or disputes from subscribers; analyze and process reversal or adjustments of disputes related to bill.
·Secretarial function; coordinate with the department’s secretary with regard to the group’s monthly supplies, reservation of conference rooms for monthly meetings, and assist our Senior Supervisor in her daily tasks.
·Cross-selling of company’s products
Credit Analyst - Car Loans Dept. (1998 Jan - 1998 July)
·Credit checking of car loan application
Collection Assistant - Car Loans Dept. (1998 July - 1998 Oct)
·Inbound and outbound call handling of delinquent car loan accounts.
·Resolve work related problems such as complaints or disputes from clients; analyze and process reversal or adjustments of disputes related car loan bill.
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