– Process Analyst
Emirates Bank International
Total years of experience :4 years, 11 Months
• Assisted the in-house call centre dedicated for the Returned Items Unit with training their staff on how to tackle ¬customer and branch queries regarding the entire bank’s returned items by mail.
• Provided suggestions to management to aid in reducing client complaints and actively participating in its implementation.
• Managing the proper handling of sensitive returned items (eg. Credit cards, Cheque Books, Returned MCs & DDs, etc) based on the Bank’s policy.
• Maintaining a daily record and generating MIS reports on the staff’s activity.
• Supervised the Authorization team which handled batch authorizations and checking the validity of the applications, calculating the subscription amount, and comparing it to the report attached to the batch before debiting the customer’s account
• Maintained good customer relationships and handled all IPO related queries in the shortest possible TAT
• Was part of the Testing Team for IPO system
• Supervised the processing of IPO applications and reconciliation of cheques for all IPOs
• Appreciated for prompt query resolution
• Handled the recruitment and training of staff for IPO processing unit
• Responsible for authorizing the issuance of duplicate allotment letters after insuring that the necessary checks & compliance requirements are fulfilled
• Expertise in handling one off cases on client issues
Updating the IPO system on daily basis and monitoring the Team’s entries
Handled the data entry team and supervised the accuracy of the data input into the system
Managed the flow of application forms and relevant documents
Monitored the screening and scanning of supporting documents before processing
Supervised the cross verification and reconciliation of documents at EOD (End of Day)
Maintained customer files
Handled the Back Office Refund process (stopping cheques, issuing cheques and allotment letters, revalidating CIF Integration:
Employed by Emirates NBD From 25 june 2006 To 31 March 2012
Feb 2010 - Emirates NBD - Group Operations: (RIU)
✓ Job description - Process Analyst:
• Assisted the in-house call centre dedicated for the Returned Items Unit with training their staff on how to tackle customer and branch queries regarding the entire bank's returned items by mail.
• Provided suggestions to management to aid in reducing client complaints and actively participating in its implementation.
• Managing the proper handling of sensitive returned items (eg. Credit cards, Cheque Books, Returned MCs & DDs, etc) based on the Bank's policy.
• Maintaining a daily record and generating MIS reports on the staff's activity.
•Assisted the in-house call centre dedicated for the Returned Items Unit with training their staff on how to tackle ¬customer and branch queries regarding the entire bank’s returned items by mail.
•Provided suggestions to management to aid in reducing client complaints and actively participating in its implementation.
•Assisted the in-house call centre dedicated for the Returned Items Unit with training their staff on how to tackle ¬customer and branch queries regarding the entire bank’s returned items by mail.
•Provided suggestions to management to aid in reducing client complaints and actively participating in its implementation.
•Managing the proper handling of sensitive returned items (eg. Credit cards, Cheque Books, Returned MCs & DDs, etc) based on the Bank’s policy.
•Maintaining a daily record and generating MIS reports on the staff’s activity.
1.Technical Verification, Marking & Uploading RTNs (Inward Clearing)
2.Posting, Checking, Scanning, Transfer and RTNs (Outward CLG)
3.Start Up of Finacel System (New Bank Core for EBI)
4.Verifying Transfer chq
•Supervised the Authorization team which handled batch authorizations and checking the validity of the applications, calculating the subscription amount, and comparing it to the report attached to the batch before debiting the customer’s account
•Maintained good customer relationships and handled all IPO related queries in the shortest possible TAT
•Was part of the Testing Team for IPO system
•Supervised the processing of IPO applications and reconciliation of cheques for all IPOs
•Appreciated for prompt query resolution
•Handled the recruitment and training of staff for IPO processing unit
•Responsible for authorizing the issuance of duplicatE allotment letters after insuring that the necessary checks & compliance requirements are fulfilled
•Expertise in handling one off cases on client issues
•Updating the IPO system on daily basis and monitoring
•Handled the data entry team )
Worked on the Customer Information File Integration Project, during the merger of Emirates Bank International with National Bank of Dubai, which also included the migration of the integrated date onto the new core banking system.
• High School Cairo
• Bachelorize Of Commerce Ain-Shames University