Account centralization unit senior supervisor/ Customer relationship Manager/Branch Assistant
Capital Bank
Total years of experience :18 years, 10 Months
Motivate and encourage staff to keep the branch/branches running smoothly and looking after business and individual customer accounts. Keep all regulations and policies in order and maintain good customer relationships. Be responsible for helping to bring in new customers and boosting the bank's profits. Identify opportunities to acquire new to bank clients by way of referrals or direct acquisition from the markets.
Directing and coordinating account processing activities in terms of authorizing all movements on the applicable systems in coordination with the branches and corporate sector management, in addition to monitoring subordinates to ensure that they perform their tasks properly and adhere to the policies and procedures in this regard.
Strategy and administrative tasks: Supervise quality and service standards across the bank. Supervising the implementation of procedures and programs of work in addition to running and facilitating the mechanism of work and increase the effectiveness of the performance of the subordinates. Identifying customer needs and taking proactive steps to maintain positive experiences. Manage responding to customer queries in a timely and effective manner, via phone, email, social media, or chat applications. Develop plans and programs related to the unit development and thus contribute to achieving the objectives of the unit and follow-up its implementation. Prepare periodic reports on the activities and achievements of the unit and submit them to the direct manager. Aligning customer experience strategies with marketing initiatives. As well as informing customers about new product features and functionalities. Determine the duties and tasks and ensure efficient implementation of the required tasks and measure their compliance with the approved procedures . Ensure that employees adhere to the Bank's policies and procedures in a manner that serves the proper functioning of the Bank. Train employees to work within Customer Experience standards. Follow-up on all matters related to the supervision and management of the work and performance of the team through periodically evaluation and provide support and training necessary for them to ensure the efficiency of their performance and develop their skills in coordination with the Human Resources Department. Focus on supervisory tasks in strengthening systems of internal control, the requirements of the ethics guide and ethics of the profession and the discovery and correction of any irregularities and / or abuses when they occur. Collaborating with IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness. Carry out any other duties and responsibilities at the request of the direct manager. Contribute to the dissemination and sharing of best practices and lessons learned for planning and knowledge building. Keeping informed of industry trends and new CRM technologies. Analyzing customer feedback on product ranges and new releases, as well as preparing reports. Maintain records, files and other supporting documents. Ensure accurate data entry into Bank system. Documenting processes and logging technical issues, as well as customer compliments and complaints.
Technical and operational tasks: . Give transactions Authorization on amendment of new open accounts by the branches. Give transactions Authorization of electronic visa application for new accounts. Give transactions Authorization of closing accounts and to cancel all related services. Follow-up. Give transactions Permission to enter the additional account signatures. Follow the branches to send all files to the central. Follow-up of branches with regard to deficiencies of accounts. Follow-up mail sent from and to the archiving unit at the end of each working day.
• Provides customer service support by obtaining, analyzing and verifying the accuracy of
• provided data and information in a timely manner. Carries out corrective action as needed in
• order to ensure that an excellent standard of service and a high level of customer satisfaction are
• maintained. Concrete tasks can be summarized as follows:
• Overall management of customers’ accounts
• Maintains efficient and effective relationships as primary point of contact with
• customers (including VIP customers, SMEs and MMEs) in relation to accounts’
• management and follow up processes;
• Processes loan activities and reviews and analyzes applicant’s status by assessing
• relevant customers’ needs and eligibility. Accordingly; identifies obstacles and suggests
• feasible solutions;
• In coordination with relevant units/departments (credit, risks and business),
• determines new credit worthiness, assesses clients financial ratios and business
• models;
• Reports out key learnings and insights to enable efficient data-driven decision-making;
• Markets and sells Bank’s services and products;
• Detects and reports suspicious money laundering operations;
• Recommends system improvements in light of customers’ needs, competitors’ policies
• and data analysis.
• Training and Supervising CSOs
• Coordinates with team members as well as monitor daily operations to ensure both
• internal and external customer service level are met;
• Leads, plans, trains, and reviews the work of staff responsible for providing customer
• service primary functions and services; actively participates in performing the most
• complex work of the unit;
• Trains assigned employees in their areas of work including customer service related
• Bank methods, procedures, and techniques;
• Verifies the work of assigned employees for accuracy, proper work methods,
• techniques, and compliance with Bank applicable standards and specifications.
• Provides highest level of care to customers;
• Handled all sales transactions;
• Administered public relations duties;
• Consistently meets sales goals set by upper management while striving to exceed
• expectations;
• Ensures the proper training for all staff and recognizes potential candidates for
• promotion;
• Organizes all issues relating to general services (maintenance, store orders,
• heating/cooling);
• Follows companies’ policies and procedures focusing on their management principles;
• Calculated sale’s representatives’ commission based on achieved targets;
• Managed and conducted performance evaluation reports for employees.
• Managed employees and processed evaluation reports;
• Handled all sales transactions;
• Administered public relations duties.
• Handled accounting in Emergency Room;
• Manage petty cash and perform monthly cash reconciliation.
• Ensure all accounting records and supporting documentation for all financial transactions are maintained in a systematic order.
• Record daily cash registrations and ensure all invoices and supporting documents are completed appropri-ately.
• Entered data for patients and closed accounts;
• Admitted patients;
• Organized operations.
• Procurement and logistical: Prepare logistical purchase request (PR) and Purchase orders (PO)
• Provide administrative support as needed, such as typing, data entry, translation and logistics.
• Maintain all supporting financial documents for audit and review processes.
• Maintaining accurate, up-to-date and useable information in our systems.
• Collecting and entering patients data from source documents
• Research and obtain further information for incomplete documents
• Apply data program techniques and procedures
• Scan documents and print files, when needed
• Keep information confidential
• Comply with data integrity and security policies
• Maintain records and files in hard and soft copy (by copying, scanning and filing).
• Ensuring that the tax exempted invoices are well stamped and regularly delivered to the suppliers.
• Ensuring good record keeping and filing of archive with scanning of the documentation if requested.
• Draft formal letters and documents in Arabic for administrative purposes.
• Assist in logistics tasks as requested.
• Assists in the preparation of accurate financial reports
• Prepares payment and corresponding checks;
• Prepares monthly bank reconciliations;
• Responsible for ensure all supporting documentation are in place;
• Responsible for recording expenditures, income, and any other related transactions, in the books of ac-counts;
• Prepares payroll and other regular payments
• Follows up on monthly wire transfers;
• Checks petty cash payments and periodically reconciles petty cash balances;
• Ensures that the books of accounts are up to date at all times, orderly, well kept, and readily available for reference and audit, when required;