Customer Relation Senior officer
Arab bank
Total years of experience :12 years, 8 Months
Customer Relations
Job Duties: In addition to the normal job duties undertaken by me as a team manager mentioned below; my current job duties include but not limited to the following:
Leading a team of twelve members on the wealth management queue (Premier & Advance Customers Only) to achieve team targets.
Daily tracking for the generic mails regarding lost & stolen cards.
Daily tracking for the emergency encashment generic mails between HSBC world-wide that links all countries to support HSBC customer for any emergency case.
Handling premier& advance customers; such customers expect an immediate solution for their complaints/requests.
Assist floor management daily with fund transfer, credit card payments & internet banking approvals.
Reviewing yearly the manual of the contact center process.
Supporting the training department for the new batches and also for optimizing new processes for the current Staff.
Member of the audit committee that is responsible for spreading Staff awareness and that also ensure compliance and risk policies are followed.
Member of the Champions Trainers at HSBC, to spread FATCA (Foreign Accounts Tax Compliance Act) awareness and assist agents for their inquiries regarding this topic.
Job Duties:
Leading a team of fourteen members to achieve team targets.
Tracking and validating quality, handling time, Errors, adherence, & compliance for my team.
Handling complaints received from customers regarding agents or faulty banking procedures.
Coaching agents monthly to improve team performance.
Calling for monthly team meetings, to review overall team performance.
Preparing a monthly report for deductions and/or overtimes.
Immediate handling for floor escalations from angry customers to assure customers satisfaction and to reduce complaints.
Tracking agents’ performance daily reports to avoid any abuse.
Updating daily the system with agents log in time and update missing ones.
Assist for any ad hoc requests from our business partners.
Honors: First year: Excellent. Second year: Excellent. Third year: Very Good. Fourth year: Excellent (86%). Graduation project: Excellent (95 out of 100) – (1st place). Totality: Excellent (85.12 %) - (6th place).