Salem Salmain

Supervision and training of customer care
department and patients relations
• Management of daily administrative operations of the hospital
• Monthly employees work schedules, overtime and staff levels
• Daily briefings to the GM
• Coordination between HR, Accounts and IT and develop/upgrade the
hospital administration policies and procedures

administration of several patients related department, staff rostering,
hiring, policies, procedures, customer relations and more.
• Administration Manager - Supervision and training of customer care
department and patients relations
• Management of daily administrative operations of the hospital
• Monthly employees work schedules, overtime and staff levels
• Daily briefings to the GM
• Coordination between HR, Accounts and IT and develop/upgrade the
hospital administration policies and procedures

Customer service, complaints and fraud and
investigation and charges disputes

As a I was tasked with handling of complaints,
fraud and investigation in to charges disputes
• Comply with management instructions when handling customer
complaints and investigations.
• Follow procedures and maintain a high level of customer service.
• Coordinate between departments investigating wrong activation of
services and charges.
• Perform in accordance with the job description set by HD
Management.
• Accomplish the delegated responsibility and tasks given by the
Department Head.
• In-charge of Contract Fraud cases.
• Handle customer complaints raised on the call centre and other
departments.
• Respond to branch emails regarding fraud, incorrect charges, and
promotions.
• Conduct investigations for customer complaints related to all
company services.
• Conduct investigations for customers regarding misuse of CIDs and
signatures.
• Conduct investigations for customers regarding legal cases.
• Coordinate between legal and finance to stop legal actions and
refund and waiver requests.

I was tasked with understanding financial
service needs, recommending ABKs financial services and products to
VIPs.
• Reviewing on-the-spot loans.
• Principal Accountabilities: Asserts financial service needs and
interests of new customers through discussions.
• Presents information on available services such as deposit accounts,
loans, products, and product alternatives.
• Recommends options based on assessment of the customers net
worth, needs, and risk.
•

• Assess Customer Needs: Conduct discussions to understand new customers financial service
requirements and interests.
• Present Information: Provide information on available services, such as deposit accounts, loans,
products, and alternative options.
• Recommend Options: Based on the customers net worth, needs, and risk, recommend
appropriate financial solutions.
• Follow Up and Respond: Promptly follow up on customer queries and provide timely responses.
• Establish and Maintain Relationships: Ensure the availability and completeness of all required
documentation, build strong customer relationships, and follow up on initiated relationships.
• Disburse Funds: Issue chequebooks and cards, receive loan applications, review GBs guidelines
and loan policies, and ensure all necessary information and documentation is readily available.
• Process Personal Customer Transactions: Handle all personal customer transactions, including
deposits, drafts, transfers, foreign exchange, travellers cheques, and more.
• Strengthen and Follow Up Relationships: Initiate welcome packs, demonstrate cards, follow up
on queries, record and handle customer feedback and complaints, and maintain updated customer
personal information databases.
• Perform Similar and Related Duties: Prepare reports and correspondence, and perform similar
and related tasks.
• Customer Satisfaction Survey Results and Feedback: Analyse survey results and customer
feedback to identify areas for improvement.
• Customer Base Expansion: Maintain and expand the customer base by converting prospects into
customers and developing new prospects.
• Sales and Cross-Selling Successes: Achieve sales and cross-selling targets and maintain targeted
ratios.
• Lending Decisions: Make accurate and well-informed lending decisions.
• Database Maintenance: Ensure the quality and completeness of the updated personal customer
database.
• Reporting and Forecasting: Maintain the quality and completeness of reports, forecasts, and
monitoring trends.