Senior costumer relationship manager (acting branch manager )
Arab Bank
Total years of experience :16 years, 2 Months
Achieve branch overall profitability target
Respond to VIP customer enquiries providing the most compatible advice within standard turnaround time
Follow up with customers on missing information or data correctness through telephone calls and/or emails
Resolve complaints and develop a cooperative relationship with them
Assist the Manager in monitoring the accuracy and timeliness of response to customer enquiries and of the
administration processing provided by team members
Resolve exceptional cases by obtaining additional information and recommending appropriate actions
Complete assigned transactions or special projects within standard turnaround time
Assist the Manager in coordinating the delivery of identified customer service programs,
Review procedures and support development of improved processes
* Lead generation through organized sales presentations to groups and organizations
* Solicit referrals from other parts of the group as well as business referrals to other business units
* Consistently adhere to local and international regulatory standard
*Achieve branch overall profitability target
* Actively grow the Priority & International Banking segment through New to Bank customer acquisition
* Implement and execute regular sales activities to generate business for the segment
* Increase customer satisfaction and service quality as per established standards
* Lead generation through organized sales presentations to groups and organizations
* Solicit referrals from other parts of the group as well as business referrals to other business units
* Maintain excellent customer experience and grow customer loyalty
* Portfolio growth
* Grow product holdings per customer
* Grow the number of customers signed on to alternate channels
* Resolve customer complaints within the expected time frame
* NIL fraud
* Dormant account reactivation
* Improve the branch and segment NPS scores
* Consistently adhere to local and international regulatory standards
• Substantiates applicants' skills by administering and scoring tests.
• Schedules examinations by coordinating appointments.
• Welcomes new employees to the organization by conducting orientation.
• Provides payroll information by collecting time and attendance records.
• Submits employee data reports by assembling, preparing, and analyzing data.
• Maintains employee information by entering and updating employment and status-change data.
• Maintains employee confidence and protects operations by keeping human resource information confidential.
• Maintains quality service by following organization standards.
• Contributes to team effort by accomplishing related results as needed.
• Work with manager and business units to determine budget and manage expenses to that budget.
• Promote products and services through public relations initiatives.
• Develop marketing communications campaigns.
. Approve loans within specified limits, and refer loan applications outside those limits to management for approval.
. Meet with applicants to obtain information for loan applications and to answer questions about the process.
. Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans.
. Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information.
. Review and update credit and loan files.
-Focusing on acquisition activities to new-to-bank customers by selling personal loan, credit cards and cross-selling individual banking products like payroll account, current account, ATM card, debit card and etc
-Achieving personal target
-Generation of new business via direct sales and / or telesales activities
-Use of effective sales plan to achieve personal target
-Providing customer service at good quality and service standards as set out by the Bank
-Attending regular training in order to provide competent service excellence to customers
-Ensuring compliance with the Bank’s policies and standards, local laws and regulations
-Ensuring the work environment safe and free from risks relating to Health & Safety.
• Ensuring customer satisfaction before and after the sale
• Maintaining the aesthetic of the showroom
• Demonstrating professionalism in all aspects of the business
• Enhance the customer shopping experience by providing an exciting and memorable guest service interaction.
• Offering a consultative sales experience to the customers
• Reaching out to the community and network for leads, prospects and referrals
● 2002-2006 University of Jordan B.A political Science - Graduated