Customer services Manager
Arab bank for investment and foreign trade
Total years of experience :2 years, 10 Months
Dealing with customers` inquiries, Complaints and Suggestions through call center and customer services counters.
•Handling a team of call center agents, customer services representatives and create monthly roster, leave plan, job descriptions, KPIs, Quality evaluation.
•Dealing with Power Card application (ATM cards system).
•Dealing with Blue Zone & Vision plus application (Credit Cards system).
•Dealing with Unison CRM application (Accounts / Loans details and transactions system).
•Dealing with Cortex application (Debit Card system)
•Dealing with IST application (ATMs system)
•Dealing with Trans View application (CCDM system)
•Dealing with Retail Internet Banking application
•Dealing with LBMS application (Credit Cards` points redemption system)
•Fully aware about E-Channels:
•Retail / Corporate Online banking
•SMS banking services
•IVR & Phone banking
•Android / IOS Mobile Banking applications
•Aware of Credit cards types and services provided (Easy cash, Balance transfer…).
•Aware of Retail Products (Personal loans, Credit cards, Auto loans, Agriculture loans, Personal overdraft and Home Mortgage Loans).
•Creating the standard guidelines and training manuals for the team.
•Aware of Account types and processes of (SIA, CIA, FIA, CIC and safe deposit lockers).
•Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards.
•Aware of Fees and charges on Retail and Corporate customer service.
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