Anika Rafiq Shamsi

Establishing best practices for the banking activities to maintain high-quality
control and customer service standards.
Managed a team of 10 employees effectively increasing employees
engagement by 15%
Streamlined operation resulting in a 20% increase in transactional efficiency
Collaborated with other departments such as marketing, human resources
and IT to ensure smooth business processes and alignment on organization
wide goals
Successfully resolved complex customer complaint maintaining high
customer satisfaction levels
Financial analysis and decision making
Customer service
Processed an average of 88 transaction daily, including deposits withdrawals
and transfer
Maintained the inventory to assist customers. Achieving 98% customer
satisfaction

Provide splendid customer services to customers in a friendly and courteous
manner at all times
Have sufficient knowledge about the banking products and services and
respond to all inquiries
Improve customers banking experience with the bank by ensuring that the
customers are attended to promptly and all their challenges are resolved
without delay
Ensure that all the bank policies and procedures, code of conduct and
regulatory guidelines abstractly complied within the process of discharging
duties
Provide information to customers on their account status and account
balances
Open new bank account according to laid down rules and guidelines
Suggest effective ways through which the bank can promote its product and
services and increase customer satisfaction
Provide assistance to all other members of staff in other departments of the
bank by liaising with them through healthy interactions
Participate in marketing and awareness campaigns in the bank to create an
enlarged customer base
Establish and promote cordial relationship with customer ensuring prompt
attendance to their inquiries and solving their problems to grant them
maximum satisfaction
Be involved in performing some financial related and marketing transactions
channel complex customer and challenges to the right quarters for effective
resolutions
Continuously update skill by participating in professional trainings, go for
course as instructed by management and be willing to contribute acquired
knowledge to the development of the back team
Promote team work and prove to be an effective participant of the team
Responsible for CIF amendment and dormant activation

Monitoring and maintaining computer systems and networks. Responding in
a timely manner to service issues and requests.
Providing technical support across the company (this may be in person or
over the phone)
Provide 1st/2nd line IT support to Premium user support
Sharing the knowledge and work collaboratively to provide right solutions to
customer
Managed email request and sorted & distributed mail to appropriate parties
for processing
Executed bank to bank transfer ach and wires transfer as well as coding
vendor invoices in app workflow process

Details cross verify provided by applicant or customer
Ensure defined 100% of borrowers verification as per applicable protocols.
Major responsibility is to verify.
Ensuring existence of borrower and guarantor & their businesses (economic
activity) through verification of home & business addresses etc.
To identify any severe nature non-compliance during verifications & initiating
loan application cancellation
Managed and achieved quality documentation
Consistently communicate with multiple departments to ensure accurate and
compliant financial documents
Detect and investigate potential instances of risk and sign of fraud
Assumed ownership over team productivity to exceed quality service goals
Handle and Resolve Customers Complaints and Problems:
A) Details cross verify provided by applicant or customer
B) Verify different companies pay slip