رجا رافع

Handling the day to day tasks assigned to me by three Senior Relation Managers, including but not limited to credit application renewals, risk monitoring, cheques clearing, extension of limits, discounting PDCs, trade finance approval to issue LCs and LGs and advance payments.
Key Responsibilities
• Providing support to the business team for a portfolio of 24 billion dirhams borrowing clients funded, 100% cash margin and working capitals clients and act as a principal point of contact in the RM’s absence.
• Monitor quarterly Central bank portal for all borrowing clients for risk monitoring in case companies in loss or defaulting.
• Handle trade finance approval required, in term of limits dropped, Letter of Guarantee, Letter of Credit, Advanced Payment Guarantee.
• Trace repayment of Term Loans, STLs, RSTL and TODs with client on a monthly basis to avoid loans in arears and to facilitate internal auditing and compliance once a year.
• Managing all expired legal and general documents received by Quality and Control such us (Expired insurance, expired deferrals, asset pipeline, expired Limits, credit pipeline, expired Trade license, change of ownership, inheritance and company name change) and dispatch supporting documents for lodgment with vetting unit.
• Ensure ultimate customer satisfaction by monitoring their near maturity fixed conventional deposits / Islamic deposit by obtaining necessary renewal instructions.
• Manage a team of 12 people delegated by manager while being away.

Recognitions:
• 3 times rendering exemplary service delivery.
• Sustaining ultimate customer relationships by being open, trustworthy and transparent.
• Participating in product trainings for maintaining updated product knowledge.
• Training 9 new joiners post restructure.
• Leading senior managers and banks senior level meetings.

Key Responsibilities / Operations Management:
• Heading team efforts in resolving 150 complaint cases on day to day basis through assigning weekly tasks and responsibilities for the team
• Resolve Central Bank and Media complaints in a stipulated time frame.
• Responsible for card dispute reversal and account reversal in coordination with centralized unit.
• Thorough collaboration with Department Heads and Sr. Management for implementing remedial measures and other operational issues aimed at maintaining seamless operations.
• Delegated in approving a refund matrix for account and credit card under a certain threshold

Achievements:
• Awarded for playing key role in software upgrade required to enhance operational efficiency.
• Distinguished for efficiently training and leading 4 interact officers post-merger of ADCB and RBS
• Winner of Star Tamayuz for proactively resolving issues within prescribed standards.
• Recognized 18 times as best officer of the month for accomplishing business targets and rendering exemplary service delivery.

• Handling department email address by responding to customers and the wide bank staff.
• Enhancing customer satisfaction by effectively resolving customer issues and rendering qualitative service delivery.
• Uploading refund charges to retail or commercial accounts aligned to empowerment matrix.
• Understand operational risk factors and implications for own business area / evaluates the risk and cost implications of own.

Key Responsibilities / Operations Management:
• Coordinated activities related to closing loan maturity or early settlement accounts followed by issuing release letter addressed to the ministry of car registration and licensing department for customers.
• Followed up with concerned authorities for issuing no liability letter, no objection letter and recalling PDCs post settlement or closing of loans.
• Involved in changing cheques from one bank to another, stopping old set of cheques including cancelling cheques for direct debiting from personal current or saving account aligned to operational requirements.