Muaamar Sultan

Sales and Service Officer, Premier

Work Description
To assist Premier customers by effectively dealing with customer enquiries and account services by providing excellent customer service as would normally be the first point of contact while assisting Premier customers to complete their transactions, Also to assist Premier Relationship Manager with the day to day operation of their portfolio. To ensure all the administrative functions of the Premier Relationship Manager are managed effectively.

Principal Accountabilities.
Customer
1. Service Quality Metrics
2. Customer Contact
3. Complaints

Internal Business Processes
1. Service Level Agreements
2. Audit and Compliance
3. Portfolio Management
4. Service Coordination and Internal Communication

Learning and Development

Financials
1. Referrals
2. Other Cross-Sales

Work Description
To actively focus on all HSBC customer segments Premier, Advance and Personal Banking customers and maximize product sales by identifying cross -sell opportunities.

Principal Accountabilities.
• Ensure that a consistently high level of customer service is maintained and thus contributing positively to the image of the bank.
• Proactively cross sell profitable banking product and provide higher value investment and insurance products to existing and new clients.
• Proactively learn and develop one self.
• Improve customer perception and service standard by monitoring and reviewing procedures and reducing number of processing errors.
• Compliance to legal and regulatory framework for reducing operational/reputation risk.

Premier Service Officer

Work Description
To provide the highest standards of customer service through the provision of telephone banking to existing and potential customers.

Principal Accountabilities.
• Receive in-bound calls from Premier customers while maintaining established standards for number of calls, pick-up time, duration of call and quality of call.
• Continuous learning to keep up-to-date with changes and developments to products, services, and procedures of UAE and region.
• Maintain excellent communication links with branches, departments and staff and work in full co-operation with all of them to provide the highest level of customer service.
• Actively participate in providing ideas to improve products, procedures and work environment using proper available channels.
• Audit compliance.

Work Description.
Work a queue/campaign of delinquent accounts to collect arrears to bring customers account up-to-date or within agreed terms of borrowing using legal process of Repossession Order.

Principal Accountabilities.
• Run query to get the latest due accounts which needs committee case request.
• Prepare the documents and the letters which is required for Repossession Case.
• File Repossession Orders against the delinquent accounts and release it when there is a payment agreement.
• Coordinator between the bank and the agency (Advocate).
• Update Repossession Case Excel sheet with complete case details and the Bank systems for the MI.
• Maintain communications with branches and departments to maximize the recovery of the delinquent accounts.
• Have a wide knowledge of UAE law.
• Audit compliance.