Senior Customer Service Officer
MashreqBank
Total years of experience :14 years, 3 Months
Thorough knowledge of deposit, loan and investment systems, report generation and information
gathering
Prepares documents for management review and reporting. This may include new product proposals,
sales presentations, new business reports, customer performance and relationship maintenance
reports. Assist with setting up and training new CSO's and Business Banking RM’s
Provides assistance to Senior Department Managers with special projects and MI's
Interacts daily with internal and external contacts to ensure that all account activity such as account
opening and closing, payments to and from customers, and requests from customers are processed
timely; loan advances, deposits, distributions, wire transfers, loan bookings, FT transfers and receipts are
processed timely
Interacts with customers, managers, attorneys and accountants via telephone, written communications,
or meetings regarding problem resolution and/or account maintenance; serves as liaison between
operational and support areas, customer, and area in-market personnel; performs research and
communicates resolution of problem to customer; resolves questions and problems presented by
customers concerning transactions in their accounts and day to day operational issues. Coordinate with
customers to ensure accurate customer prepared reporting
Responsible for coordinating the daily and Monthly staff ( CSO's) Activities on systems utilized in
Business Banking.With OPS team
Responsible for Assists in establishing and recommending code set adjustments, authorizations and
system changes. Understands all aspects of relevant systems utilized within the Department, including
procedures for internal control of source data and associated documents
Assist in the coaching and training of other staff members
Responsible for monitoring Daily Exception and rework Cases
Responsible for providing monthly CSO performance to Senior Department Managers
Handle frequent inbound and outbound phone calls regarding customer accounts and technical support
Provide information and open accounts for new and existing customers
Process customer transactions on all Type of BB Account Maintenance
Enter customer data into various programs ( CRM, Flexcube, EDMS, ...)
Assist creating service tickets for customer accounts and services
deliver outstanding customer service to ensure customer satisfaction, customer retention and increase
customer traffic.
Contribute to and maintain a professional environment for fellow employees and customers.
open consumer and small business accounts, handle loan applications and manage various customer
service requests.
Advise and educate customers regarding online and mobile banking, deposit account services, checking
and savings accounts, other investment products.
Process confidential documentation using the appropriate protocols
Cross sell products by mastering loan/account qualities and advantages to meet
Cultivate and manage current and new customers by discussing their needs and using product
knowledge and cross-selling skills to match them with the appropriate financial services.
Responsible for marketing and selling bank products and services to potential customers
Open new accounts for customers, as well as making changes as requested by existing customers.
Average of 15-20 new accounts per month.
Accept and process loan applications and conduct loan interviews.
Conduct outbound calls by use of referrals, telephone or in-person calls (Cross-sell banking services and
products )
Promote new and additional bank products to new and existing customers.
Prioritized customer issues based on branch standards as well as resolved customer concerns and
account enquiries with strong verbal and negotiation skills.
Build customer need providing clear explanations of financial products and recommending solution to
Deliver outstanding customer service to achieve customer satisfaction
Provide account assistance to customers by phone, in person, and by mail.
Maintain all audit and security policy and procedures in accordance with Bank policy
Performed and maintained assistant branch manager duties while managerial staff was away for
vacation and maternity leave. ( Acting as Branch Manager )
Proficient with opening and closing accounts as well as handling all appropriate documentation on paper
and otherwise.
Assist in the coaching and training of other staff members
Helped maintain all branch paperwork and filing in an orderly fashion based on branch standards.
Participate in sales and marketing activities for the purpose of meeting branch sales goals and
objectives.
Job responsibilities:
Facilitate cold and warm calls to prospective leads; schedule and follow through on calls with leads and
current customers
involves marketing and selling credit cards to consumers
identifies potential buyers and convinces them to buy the credit cards
Answer all lead and customer questions