Officer, Retention & Service Quality
United Arab Bank
Total years of experience :16 years, 9 Months
• Reduce attrition of Retail customers to maintain quality portfolio.
• Escalate proposals to obtain necessary approvals for Retention.
• Maintain relevant retention databases and provide analytical reporting of attrition on the portfolio.
• Aid in Cross sell of retail products and advice customers on their existing retail facilities-Mortgage, Personal Loans and Credit Cards.
• Highlight market trends & customer feedback to product team & management.
• Respond to ad hoc customer queries and address complaints in a timely manner.
• Review early/partial settlement requests and provide necessary approvals for the same.
• Prepare Liability Letters, Clearance letters, Reference letters, Mortgage Facility Offer Letters etc. and ensure timely dispatch of the same.
• Maintain electronic archival of letters issued and dispatched, responsible for filing and letter charges reconciliation.
• Liaise with Call Center & Compliance to resolve Central Bank Complaints initiated by Retail Banking customers.
• Facilitate the identification of process improvements through customer retention.
• High level of internal cross functional interaction with Credit, Compliance, Operations, Sales etc.
• Support Line Manager with reports, presentations, audit requirements and any other tasks outlined by Management based on business needs & work requirements.
Retail Credit Officer, UNITED ARAB BANK, Sharjah
• Analyse, evaluate and process all applications received at Retail Credit Department are within the policy parameters and credit considerations.
• Check customer's records with Central Bank, Credit Bureau, Blacklists and Collections to minimize the risks associated with customer's integrity, credibility, repayment history and relationship with other banks.
• Assess and highlight companies with weak and fraudulent profiles to the Company Listing Officers.
• Investigate fraudulent applications and liaise with the Fraud Management Unit for detailed scrutiny on the same.
• Adhere to Standing Operating Procedures (SOP's) and Compliance and Quality procedures.
• Handle team responsibilities- distribution of applications, track turnaround time, discussions on reject/return applications, maintain productivity databases.
Retail Credit Coordinator, FIRST GULF BANK, Dubai
• Pre-screen all applications basis various checks.
• Process CPV (Contact Point of Verification).
• Undertake Risk Assessment Analysis of the lending proposals. Prepare disbursals after verifying original documents & scrutinizing the security cheques.
• Restructure the respective liabilities of the customers and devise smart payment plans.
• Constant Monitoring overdue and delinquent accounts and follow up closely with customers on collection.
• Recommend legal action or discontinuation of services where payment is not forthcoming.