senior fulfillment officer
commercial bank of Dubai
Total years of experience :9 years, 8 Months
Build reporting to track key fulfillment metrics
Support Sales in key client meetings acting as the Fulfillment expert
Define the strategy to expand our portfolio of offerings for the Fulfillment product
Create and manage operational dashboards to monitor changes in business line performance
Partner with Sales, Product Management, Marketing, Operations, Finance, Business Development, and other
internal groups, contributing subject matter expertise and progressing cross-functional objectives
Handle any and all other tasks given to them by the Head of Fulfillment
Review application forms and signature cards and validate the documents collected by officers
Assign the cases to admins to upload the customer’s documents to customer onboarding and send the documents
for archival.
Meet customers, obtain signatures on applications, collect original documents and take copies of identification
documents
Handle and resolve related complaints from customers and escalate when required
Take active interest to build skills and develop self to hold higher responsibilities.
I joined Emirates NBD as customer service for personal banking then I moved to training team (SME) where I was responsible for
the governance model, assisting On Job Training agents and cascading the new process and product for the entire agents then I
moved to priority and private banking then working group customer experience to handle all the complaints for our customers
related to our process and product then I moved to interactive teller team (ITM) for cash and cheque transactions and now I’m
working in anew project for video banking.
Submitted the customers’ complaints and suggests.
Responsible for supporting the Head of Compliance Monitoring & Testing (CSAT) Control Unit across all bank.
departments/units and within Compliance across the Group.
Responsible for collecting all ENBD UAE Compliance Management Self-Identified Issues & entering them into the
Management Awareness Rating System.
Cleansed and updated customers’ information.
Handled the VIP customers’ issues.
Excellent experience in handling Team requirement and coordinates with the management.
Proactively advice customers best available solutions for their monetary affairs.
Diagnose frequently occurring problems with ENBD Channels.
Market ENBD products & services using Up-Selling & Cross-Selling techniques.
Listen to grievances of irate customers & channel their Queries with Timely Escalations to Specific Depts.
Taking care of Escalated calls and forwarding them to the concerned department and Following up with them to get the quick
resolution for the same.
Maintain records of all customer interactions and respond to email correspondence.
Complete all duties/tasks assigned by the unit manager.
Suggestion and comments given to higher manager to improve the process to reach the High Level of customers Satisfaction.
bachelor degree of commerce English section
