Sales and Service Officer
Hsbc - Egypt
Total years of experience :10 years, 10 Months
Providing splendid customer services to customers in a friendly and courteous manner at all times
Having sufficient knowledge about the banking products and services and respond to all inquiries accordingly
Improving customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
Ensuring that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
Informing and suggesting new banking products to customers
Providing information to customers on their account status and account balances
Opening new bank accounts according to laid down rules and guidelines
Suggesting effective ways through which the bank can promote its products and services and increase customer satisfaction
Providing assistance to all other members of staff in other departments of the bank by liaising with them through healthy interactions
Participating in marketing and awareness campaigns in the bank to create an enlarged customer base
Establishing and promoting cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
Ensuring that customers’ confidential information is properly protected and only used for official purposes
Being involved in performing some financial related and marketing transactions
Channel complex customer complaints and challenges to the right quarters for effective resolution
Continuously updating skill by participating in professional trainings, going for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back
Serve as a primary point-of-contact for customers. Receive and process Retail products’ applications related to the concerned segments. Manage portfolio of customers according to specified segment (Banky Market). Develop branch business in connection with assigned accounts as well as prospect customers to meet and exceed the targets. Take advantage of every opportunity to delight customers, sell the bank products, and demonstrate interest in providing other services
Providing sales and technical support to bank on product details, benefit illustrations, insurance policies. Also to support bank when prospects have unique requirements that cannot be met by the available packages, such as requiring complex saving plans or detailed advice, or with loan debt obligations elsewhere, and needing protection.
Acting as the link between the bank staff and the company, in terms of collecting completed applications forms, and proofs of initial premium payments and submitting them to the company.
Being responsible for the company’s kiosks in the branches and replenishment of brochures, corporate profiles, applications and benefit illustration forms, by monitoring branch supplies and requesting supplies from marketing department.
Monitoring and following up bank activities related to approaching prospects to arrange for meetings and selling life insurance to these prospects and be responsible for the weekly, monthly and annual activity reporting required by the company, for the assigned branches
Calling delinquent customers (from 1-180 days overdue) to remind them of their dues and negotiate upon the fastest method and the bigger amount,
Negotiating with customers on accounts which have reached a critical situation to find the best solution like written off accounts and skipped customers through offering payment plans, rescheduling, re-age and discounted settlements by specific percentages and rates according to each case.
Handling all delinquency buckets starting from cd1 until written off customers on all types of accounts including credit cards, Amanah finance, personal loans.
Handling customer's complaints in an efficient way.
Providing customers excellent customer service with the highest quality levels.