Branches Cash Processing Officer
National Bank of Abu Dhabi
Total years of experience :18 years, 7 Months
NATIONAL BANK OF ABU DHABI-NBAD - Cash Management Service - Central Processing Department CPD - Branch Cash Processing Officer.
Review CMS cash vault balance on daily basis with two service providers CMC’s.
Apply for the daily cash needs from Central Bank through Central Bank automated system.
Obtain Cash Manager Approval and release from NBAD vault with TG/G4S to NBAD ATM’s (more than 550 ATMs) for replenishment as per daily schedule.
Obtain Cash Manager Approval & release cash from NBAD vault with TG to all NBAD branches as per their daily requests.
Arrange with TG to collect daily cash from all NBAD branches as per their daily requests.
Receive report from TG for ATM-replenishment and residuals and CDMs as well to review the same relevant GL report.
Report and resolve in case of discrepancy.
Receive an updated report from TG/G4S for total remaining cash at both vaults.
Arrange cash collection from corporate / VIPs customers based on business request.
Review and balancing EOD TG / G4S cash report and assist for vault proofing.
NATIONAL BANK OF ABU DHABI-NBAD- Banking Customer Service -Personal Banker Executive.
Provide excellent customer service
Handling customer complains in a professional way
Providing advice, guidance and solutions to the customer according to their needs
Help and training other customer service officers
To drive business growth by achieving the monthly standards (business targets) each month
Regular communications with Line Manager who will assess monthly performance throughout the calendar month.
Training register will highlight the sessions attended and certifications gained each quarter.
Cross selling all products as per the client on a need basis.
To follow up the Customer Complaint Action Forms are dealt with within specified timescales and sent through the correct channel. To log all customer queries and complaints on the CRM (complain system) on a daily basis
Ensure that the flow in the branch is managed and clients are served according to their requirement within the standard waiting time as per bank guidelines.
Weekly CRM (complain system) report to be evaluated by the line manager to assess the quantity and types of complaint coming into the branch. This will identify the major issues which need to be resolved at process level. Regular quality checks on Product Knowledge through internal assessments from the Branch Management Team.
All product applications are performed in a compliant manner and are passed through the approved process to ensure all relevant checks and sanctions are received.
Adhere to the policy of Client Confidentiality at all times.
Represent the Group in a superior manner both during and after working hours
1-Maintained good customer relations by answering customers’ questions.
2-Updating the existing database with any modifications or changes and the present status of the customers or prospective customers.
3-Assisting customers of with service related queries and problems.
4-Consulted with customers on specific account needs.
5-Meet targeted cross-sell/product referral goals.
6-Answered inquires regarding checking and savings accounts and other bank related products.
7-Presentation of product (Accounts, Credit Cards, and Personal Loans).
8-Processed, verified, and key all transactions in a manner.
9-Sort out contracts and payment details with clients.
10-Checking and categorizing the problems and issues of the customers.
11-Providing feedback regularly on CS process effectiveness.
Responsibilities and Duties:
oMaintain monthly expenses and yearly budgets.
oMaintain excellent customer relations by identifying and meeting customer needs.
oManage extensive database and electronic files on current and potential customers.
oNegotiate transfer fee discounts with customers.
oBuild ongoing relationship with customers to acquire referrals.
Responsibilities and Duties:
oHandled customer calls, requests and/or complaints efficiently and quickly.
oCommunicated the correct information and/or policies or procedures as appropriate.
oMonitor and maintain customer information database.
oProviding advice, guidance and solutions to the customer according to their needs.