Customer service representative
Sharjah Islamic Bank
Total years of experience :13 years, 1 Months
- Answer telephone calls from clients and associates regarding inquiries on deposit accounts, consumer and mortgage loans, online banking and all other bank products and services, and fulfill their telephone requests.
- Keep abreast of new products and services as well as enhancements to existing products and services to actively promote and cross-sell the bank's products and services to new and existing clients.
- Research and resolve client questions and concerns and respond back to them in a timely manner to ensure client retention and satisfaction.
- Process miscellaneous transactions including stop payments, telephone transfers, loan payoffs, loan verifications, etc.
- Process all returned mail statements to the bank and complete change of address forms.
- Retrieve all night service calls and e-mail messages received through the bank's website and fulfill their requests by either responding back to them or directing their requests to the appropriate branch or department.
- Research, verify and resolve check order requests for clients.
- Cancel and reactivate ATM and debit cards and complete dispute forms as necessary.
- Assist Call Center Supervisor in training and developing new call center associates.
- Other duties and responsibilities as assigned.
To deliver a high quality client service and customer retention approach to managing client relationships to enhance product sales and new client growth targets. Achieve agreed individual performance targets for deposit growth, income generation, product sales and new client growth targets.
Analyze documents submitted by the customers and prepare credit proposals for submission to appropriate approval authorities based on Shari’ah
Provide constructive and constant feedback on improvement of Products, Services, Processes which may either reduce TAT, cost or enhance customer satisfaction.
Maintain good relationship with all the constituents in the market to ensure that quality business is referred to the bank on a regular basis.
Ensure good working relationship with different departments within the organizations.
Proactively call on car showrooms and customers and promptly respond to calls from them in order to negotiate and finalize business deals within the targeted turnaround time
Ensure target achievement on monthly basis
Ensure portfolio quality by exercising sound credit judgment and by complying with credit and product parameters to complete all formalities and documentation in line with policy and Shari’ah
Obtain and provide market, customer and competitor information and feedback to management
Always ensure good and healthy grooming habits reflecting the banks image and reputation
Establishing and maintaining effective relationships with new and existing customers, establishing their needs and advising on the suitability of services.
Visiting business customers and attending meetings and conferences with them and other professionals.
Evaluating new and renewal lending proposals, negotiating terms with customers and, where appropriate, submitting proposals to the credit department for approval.
Checking accounts and initiating action if they are overdrawn without arrangement or are in excess of agreed arrangements.
Provide dealers, market feedback, daily and monthly reports to the Line manager.
Cross-sell other bank products.
Awareness of competition and suggest changes for product improvement.
Ensure that routine problems and complaints are handled professionally and only minimal significant issues are escalated to territory manager.
Customer service: Provide the bank’s customers all kind of assistance to ensure maximum customer satisfaction. This includes all kind of help in providing accurate product information and guide the customer through the bank’s processes and procedures.
Cross- Selling: create opportunities for cross selling of all the bank’s services and products for the ‘Walk-in’ customer through evaluating the customer’s need and converting these needs to deals.
Customer Problem Resolution: understanding the customer’s problem and trying to resolve it in the Turn around Time of the bank. Moreover, make sure that all the feedbacks are provided from the customer for future references.
Handling Auto-loan, Personal Loan and Credit Card application Process. This involves collecting the loan application from the customer and pre-evaluate before forwarding it to the initiation unit using FinnOne, LMS programs.
Evaluating new and renewal lending proposals, negotiating terms with customers and, where appropriate, submitting proposals to the credit department for approval.
After sale Services: providing the customer with all bank’s liability letters. For instance, Release Letter, Liability Letter and Take over loan etc…