Customer Care Unit Officer, Head Office
National Bank of Umm Al Qaiwain
مجموع سنوات الخبرة :9 years, 6 أشهر
Position: Customer Care Unit Officer, Head Office.
As a Customer Care Unit Officer, Head Office was assigned the following duties: ❖ Handling customer complaints related to products and services and interacts professionally with the customers
❖ Log customers' complaints in the system (CRM) and follow up in solving the same
❖ Escalation of issues as per laid down protocols
❖ Effectively communicate with customers via phone / email and in person
❖ Identifying opportunities to convert dissatisfied customers into potential business
❖ Recognize opportunities to enhance the bank services by proactively exploring customers' needs and providing recommendation to the line manager
❖ Recognize opportunities to retain customers and prepare necessary proposals and memo for management review and approval
❖ Interact closely with other departments to resolve customers' complaints and solving the same
❖ Strive to retain the customer by calling them and reviewing their requirements to recommend to Head of retail unit for approval
❖ Maintain excellent knowledge of Bank system and procedures in order to solve different customer complaints in a timely and accurate manner
❖ Ensure SLAs related to customer complaints are met, if not proper justification is presented to reporting manager
❖ Maintaining records, providing complaint / retention related MIS to management
❖ Complete processes and maintains applicable paperwork and records.
❖ Document customer outcomes to build database of reasons as to why customer choose to cancel their services with us
Position: OPCSR (One point Customer Service Rep), UAQ Branch &Relief teller
Position: Teller & Customer Service Officer, Head Office.
As a Teller & Customer Service Officer was assigned the following duties:
Handling all cash related transactions
Handling E-Dirham card / E-Guarantee issuance
Receiving clearing cheques
Issue of Managers’ cheques
Handling all ATM transactions (Balancing & Replenishing)
Handling customer service
o Account Opening
o Labor Guarantee refunds
Receiving all customer complaints and solving the same
Al MASREF, Abu Dhabi)
United Arab Emirates
From 2003 till 2005
Position: Head Teller,
As a head teller of a large branch was assigned the following duties: ❖ Handling all Cash transactions
❖ Handling of Cash transfer from / to branches and Central Bank.
❖ Preparation of teller proof and balancing reserve cash with GSL on a day to day basis.
❖ Cash exchange done on the counter are properly documented, such as foreign currency to local currency and vice versa
❖ All ATM operation such as balancing / replenishing and duly checking and resetting ATM in case of problems
❖ Handled 5 machines in various locations within the region and also was associated in liaising with group 4 for offsite ATMs.
❖ Balancing of ATM suspense account on a day to day and reporting to related departments for any difference evidenced
❖ Managing captured cards and duly disposing the same
1996 Faculty of Arts Sociology Dept Elminia University Good Grade