sara al refaei

• Occupying branch manager role during the absence of our branch manager
• Manage customer relationships through our CRM and frequently offer customers new
product offerings
• Leading or supervising a team of customer service staff
• Coordinate with respective departments about customers loans, mortgages, collections
• Finding ways to measure customer satisfaction and improve services
• Investigating and solving customers' problems, which may be complex or long-standing
problems that have been passed on by customer service assistants and contact other teams
to solve it.
• Meeting with other managers to discuss possible improvements to customer service
• Make customer calm and tranquility.
• Review, track, and resolve customers complaints
• Handle any customer inquiries related to accounts (opening new accounts, closing
accounts).
• Handle any customer inquiries related to finance (covered card, personal finance and
Auto finance) .
• Manage to achieve monthly target by selling ADIB finance product to each customer.
• Meeting with other managers to discuss possible improvements to customer service • Make customer calm and tranquility.

Tracing/reporting on a daily, weekly, monthly basis to assess sales & portfolio
performance and recommend related strategies. • Actively support product and portfolio teams in key strategic initiatives

• Ensure that adequate data privacy & information security procedures are followed during
generation / transmittal of data for internal /external stakeholders • Responsible for monitoring of key revenue indicators for all businesses within Retail
UAE. Revenue forecasts for all businesses.

• Helping to build good customer relations
• Arranging staff meetings
• Handing complaints and queries (from customers and staff)
• Financial responsibilities
• Working more closely with management.
• Assist with office related matters
• Manage the Branch Mass team during manger absence

• Customer service excellence.
• Quoting branch customer with FX rates
• Preparing daily Rate Sheet.
• End of day and monthly reporting of PnL.
• Service calling for corporate customers on FX rates and market updates and maximizing

spreads on rates.
• Regularly follow up with client RM to update new information on customer acquisitions,

limits changes and fixed rate customers.
• Regular Follow up with Backoffice and Branch if there is any errors on customer rates
• Do training.

• Assisting the Senior Forex and Money Market Dealer.
• Inputting Forex and Money market deals in the system.
• Quoting FX prices for small amounts to the customers and branches.
• Placing surplus USD in the interbank depo market.
• Taking down the AED position from the branches.
• Looking after the nostro balances.