Senior customer service officer
United Arab Bank
مجموع سنوات الخبرة :11 years, 2 أشهر
- Carry out all branch administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy and proficiency.
- Achieve required CSO targets (Account opening, Fixed deposits, Loans & Credit Cards).
- Liaise with various departments within the bank and resolve queries and problems.
- Provide specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
- Cooperate with compliance Department team on specific projects as:
• Periodical review of KYC records as to completeness, including verifying that due diligence has been performed and that CBC (due diligence) standards are complied with; As well as the files and risk assessments are current and up to date.
• Maintain continuous contact with customer in order to keep customer file updated;
• Process amended client’ records on our KYC / RP/ AML and CDD database;
• Investigate high risk clients and reporting where necessary, including Politically Exposed Persons, and obtaining all necessary documentation to complete the client file.
Responsible to monitor and evaluate agents calls (over 300 agent).
•Provide quality sheets to agents to improve their call performance.
•Handle customers’ complaints by emails and calls.
•Implements plans and strategies to enhance agents’ performance.
Responsible to represent NASDAQ in
Responsible to persuade customers for the payment of credit cards, personal loan and auto loans.
•Escalate customers case to legal department in case of continues defaults.
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