Rana shaker

Senior customer service officer at Dubai Islamic Financial Services

• United Arab Emirates - Dubai
• My current job since October 2006

• Provide customers with competent, timely and error free services by effective account servicing function to ensure high levels of service and customer satisfaction
• Assist in the daily trading activity taking place at the DFM/ADSM Ensure opening of customer accounts are as per the guidelines as specified in the PPG.
• Contribute in promoting new business through customer contacts by building relationship with existing customers and prospective customers for business growth and profitability
• Assist in increasing the company’s share of each client’s total trading portfolio as well as efficiently and effectively increase the overall affluent market share.
• Maintain/Record all correspondences with DFM, ADSM, the Securities & Commodities authority, customers and others
• Handle and resolve customer complaints and queries with in minimum TAT in order to consistently meet and exceed service standards set for the customer services
• In case of an erroneous transaction booked to a particular account, ensure to submit an application for necessary alteration on the standard format of the market and forward it to Trading Manager for review and approval.
• Assist in preparing all the periodic MIS reports in order to share with the management.
• Ensure that all customer instructions are responded in a timely manner
• Ensure compliance with DFM, ADSM, and the Securities & Commodities Authority as well as with Sharia standards and guidelines and with the regulatory bodies’ requirements
• Doing All customer payment through Dubai GOV website (I vester Card) for DFM Eservice.
• Deliver timely, friendly & error free services for all customers to ensure the fulfillment of customer requirements within the established time frame as well as achievement of department objectives & goals
• Handling phone calls and resolving customer inquires / complains requiring sufficient expertise in a multitude of task and expediency in completing them.
• Responsible for Account opening and transferring of shares between market CDS and brokerage system.
• Providing product & system training to new members in the branch