Head of Customer Service.
Qatar National Bank.
مجموع سنوات الخبرة :25 years, 3 أشهر
Customer (Internal & External):
•Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
•Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
•Resolves escalated customer complaints and ensures timely resolution of the same
•Aims to increase bank’s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
•Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
•Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
•Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
•Build and maintain strong and effective relationship with the all other related units to achieve the Group’s goals/objectives.
Internal (Processes, Products, Regulatory):
•Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
•Maintain customer services area files, database, records, registers and logs under control.
•Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
•Coordinate with Tellers on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
•Lead and direct the daily activities for Customer Service unit including, but not limited to;
checking customers’ applications for different types of products and services.
checking loan applications and loan agreements before submitting the same for approvals.
authorizing customers’ signatures.
•Contribute in setting department business plan and distribute targets among customer service section based on experience and capability.
•Meet customers, give advice, support guidance to internal and external customers to achieve cross selling, up selling, and ensure performance to agreed service standards.
•Define training needs to fill gaps.
•Propose solutions and new ideas to enhance performance and upgrade system capabilities.
•Ensure staff performance at agreed service level standards and take corrective action and give best advice to staff and customers.
•Communicate to higher authority (Branch management) all issues complaints (Reports, Statistics, Analysis…) related to department performance, obstacles bottle necks and propose solutions.
•Pay visits to potential customers, and market special offers and services tailor made by retail line of business to corporate customers (excluding credit facilities) as well as individuals within the branch customer target segment.
•Monitor and review certain types of accounts to ensure conformity with bank ledgers, review and present daily reports related to (Visa, Fully secured…etc) to ensure proper settlements in due time and propose necessary action to preserve bank rights.
•Review and approve authenticity and completion of necessary documentation needed at all business types associated to the customer service area (opening A/C applications, personal loans documentation, certificates of establishing companies, capital increase, etc).
•Ensure compliance to the K.Y.C principles and money laundry regulations requested by CBE.
•Handle customer complaints and propose solutions to ensure customer satisfaction.
•Evaluate staff performance.
•Plan the branch selling activities to both existing and potential customers within established policies and procedures. •Supervise, cross-train, and develop staff to handle several products effectively. •Prepare stastical reports which normaly submitted to the Central Bank of Egypt (CBE) on monthly basis for the clients who had been granted any facility from the bank. •Answer audit review, develop corrections, prepare reports to bank management, and provide general counsel to branch manger. Ensure the proper implementation of permanent supervision system. •Present loan request to the branch manger and IBG authorities if beyond the branch limit. •Develop and maintain large and/or high net worth individual accounts, meet executives, counsel customers on their needs, and ensure efficiency of account management. •Maintain and develop cross-selling transactions through cultivation of account relationships. •Solve problems of non-routine nature (such as validity, insufficient funds, and frauds).Handle customer’s reconciliation problems and their request for different information. •Sign payroll Agreements with companies.
1.For the inbound calls :
•Handling the clients' inquiries, requests & complaints received through (phone, fax or email).
•Direct orders to the appropriate department to be processed.
•Handle critical calls transferred by CSRs.
•Organize appointments to the account officers.
•Direct the client to other points of service if necessary.
2.For the outbound calls :
•Conduct outbound campaigns to develop business by attracting new clients.
•Making cross selling for the bank products & services to our clients.
•Follow up with the clients if necessary. (If they have problems in there accounts).
•Calling the new clients in the bank to welcome them and thanking them for choosing our bank.
3.Delegated as a Team Leader in some shifts, Responsible for answering any questions or inquiries from the representatives, handling any complaints or problems during the shift, Organizing the work for the reps.
From Dec.2005 to July.2006 performing these duties:
Leading the Mi Bank team. (Project)
•Managing and supervising the Mi Bank team after they merged with NSGB, Reasonable for dividing the outbound campaigns on the officers and, handling and organizing the team reports.
•Performing the analysis for each officer’s work according to the reports and show this reports to the manager to evaluate them.
For 1 year.
•Handling the complaints from the customers through the toll free number (customer service #).
•Follow-up with the customers and making sure that they are satisfied from our products and service (random check).
•Performing sales analysis for the customers who stopped dealing with us from a long time ago, and call them to know the reason for stopping dealing with our company (reactivation).
•Making telesales for the customers who stopped dealing with us from 2 months since the last transaction for them.
•Informing our customers by our new promotions and updating them by our new offers and products.
For 1 year and 6 months.
•Customer service Team Leader, Supervising & Monitoring 5 officers, Responsible for dividing the work and the tasks on the officers, trying to solve any problem during the shift, answering any inquiries from the officers.
•Making the analysis for each officer’s work after the end of the shift.
•Making monthly report for each officer to evaluate the officer's work.
1.Worked as a Call Center representative for 2 years.
•Handling the incoming calls from the customers and this calls included complains, network or handsets problems and inquiries.
•Delegated as a Supervisor in some shifts, Responsible for answering any questions or inquiries from the representatives, handling any complain during the shift, Organizing the work for the Reps.
•Trouble shooting.
•Communications skills.
•Experienced in technical problems of handsets.
•Acquainted to computer applications.
•Trained on all GSM basics.
2.Worked in the Collection dep. for 4 months. Included:
•Performing the analysis for all the postpaid customers and see who paid the bill and who didn’t.
•Follow-up with the customers who didn’t pay their bills at the due date, and making reports by that.
•Calling the customers who delayed in paying their bills and informing them to pay the bill in specific time.
•Handling the incoming calls from the postpaid customers and answering their inquiries for the bills.
3.Worked in the Activation department .for 1 month.(Project) Included:
•Activating the new lines for the new customers (Postpaid customers).
•Activating the extra new services for the postpaid customers upon there requests (International, Roaming, Fax and data).
•Making data Entry for the prepaid contracts.
4.Worked in the Sales department.
For 1 month.(Project) Included:
•Helping the sales executive person in preparing the new contracts for the new customers.
•I was the link between the activation dep. And the sales person.
•Follow-up with the new customers and making sure that they don’t have any problems in the line.
QNB Group Management.