Customer Service Officer
Union National Bank
مجموع سنوات الخبرة :22 years, 7 أشهر
-Follow up and monitor customer Service Team performance to ensure quality of services rendered according to agreed service level standards.
-Handles problems, and cases which are more sensitive, and beyond the competence of staff in tactful, and diplomatic manner.
-Prepare action plans and schedules to identify specific targets and follow up on sales techniques.
-Introduce, explain, sell, cross sell, and over sell bank services and products clarifying all features to ensure customer understanding and satisfaction.
-Follow up on set objectives, new leads.
-Monitor and review certain types of customer accounts (Visa, incidental, fully secured…etc) to ensure proper settlements by customer in due time and propose necessary action to preserve bank rights.
-Negotiate, propose and raise issues to develop new products, services out of close interaction with staff and customers.
-Review secured facilities and personnel loans. Handle customer complaints and propose solutions to ensure customer satisfaction.
-Monitor and achieve targets to ensure fulfilling the department business requirements.
-Evaluate staff performance and define training needs necessary to upgrade skills and knowledge of customer service staff enhance quality.
-Responsible for my team target.
-Provide cover for other team leaders and team members when required.
-Provide honest, direct and constructive feedback to others .
-Share knowledge experience and best practice with team members and other team leaders with in the cluster.
-Work cross functionally with key providers to ensure seamless service to our customers.
-Give direct reports for the Branch Manager & the Region manager .
-Manage staff attendance levels and ensuring that UNB procedures are followed
-Motivate staff and ensure they are recognized through the UNB recognition schemes.
Identifying prospective clients and conducting sales visits to explore potential business opportunities by identifying their needs for fixed assets throw the year.
Proposing and actively promoting solutions based on company products and
Services that would satisfy identified needs.
Following up on the developments of clients' needs and maintaining good long terms relations with customers to ensure maximum clients satisfaction.
Ensuring excellent feedback efficiency to customer queries.
Continuously updating market and competition knowledge to expand market penetration.
Continuously building and developing the network of contacts and sources of leads.
Ensuring continuous self-development to keep up to date with the knowledge needed for effective performance.
Visiting the area's branches (24 Branches) to :-
• Push the production
• Solve problems faced during life insurance selling.
• Ensure that the bank staff know Life Insurance Technicality
• Meet new Clients which they have a complicated questions about Life Insurance.
• Inform the branches staff with any updates or new information about Life Insurance programs.
• Help bank branches achieving their insurance target by show them new ways of selling the Life Insurance Programs.
Meet the Branch Manager to review:
o The branch insurance production during the last period and the reason behind the achieved production.
O The branch situation with respect to achieving its target, set on the quarterly action plan
o The Unpaid Premiums and the Incomplete Applications of the branch's clients and how the situation can be resolved, within a set deadline, through the bank staff contacting the clients.
O Any new activity / news that the branch / bank is planning
o Planning any potential outdoor visits for next week.
O Any reports requested concerning the branch's sales from NSGB LICO.
Meet the branch staff involved with life insurance sale to:
o Answer any questions they might have.
O Motivate them to sell life insurance
Products in addition to the banking
Products.
o Review the applications which they fulfill
with the client to make sure it meets the
standards accepted by the Operation
Dept.
Visiting the area's branches (12 Branches) to:-
• Push the production
• Solve problems faced during life insurance selling.
• Ensure that the bank staff know Life Insurance Technicality
• Meet new Clients which they have a complicated questions about Life Insurance.
• Inform the branches staff with any updates or new information about Life Insurance programs.
• Help bank branches achieving their insurance target by show them new ways of selling the Life Insurance Programs.
Meet the Branch Manager to review :
o The branch insurance production during the last period and the reason behind the achieved production.
o The branch situation with respect to achieving its target, set on the quarterly action plan (Refer to procedure # 1.3)
o The Unpaid Premiums and the Incomplete Applications of the branch's clients (Refer to procedure # 11.2) and how the situation can be resolved, within a set deadline, through the bank staff contacting the clients.
o Any new activity / news that the branch / bank is planning
o Planning any potential outdoor visits for next week.
o Any reports requested concerning the branch's sales from NSGB LICO.
Meet the branch staff involved with life insurance sale to :
o Answer any questions they might have.
o Motivate them to sell life insurance
Products in addition to the banking
Products.
o Review the applications which they fulfill
with the client to make sure it meets the
standards accepted by the Operation
Dept.
• IF getting the chance, Perform a life insurance presentation to a new client in front of the branch staff to train them on how they can sell Life Insurance products and develop their presentation skills as well.
• IF getting the chance, Meet old clients which already subscribed for life insurance policies in order to answer any questions they might have.
• Observe the adequate availability of the marketing materials in each branch Brochures & Flyers quantities
Develop and maintain a client base through the achievement of sales targets, while maintaining the company standards and code of conduct. Pro-actively develop prospect clients, which would result of sales being achieved.
Identifying prospective clients and conducting sales visits to explore potential business opportunities by identifying their needs.
Proposing and actively promoting solutions based on company products and services that would satisfy identified needs.
Ensuring the clients fulfill all needed documents and medical examinations.
Coordinating with the sales support services to ensure the promp operations activities in issuance of the policy and claims settlement and providing all needed information for that purpose.
closely managing and monitoring the progress in sales targets achievement, the quality of portfolio and the presistency of policies to ensure achieving targets.
Following up on the developments of clients' needs and mentaining good long terms relations with customers to ensure maximum clients satisfaction.
Ensuring excellent feedback efficiency to customer queries.
Continuously updating market and competition knowledge to expand market penetration.
Continuously building and developing the network of contacts and sources of leads.
Ensuring continuous self-development to keep up to date with the knowledge needed for effective performance.
Keeping up to date with company standards, policies, procedures and authority limits that affect the implementation of responsibilities.
Supporting the department in any other task /project as needed.
Developing client base through the achievement of sales targets, while maintaining the company standards and code of conduct. Pro-actively develop prospect clients, which would result of sales being achieved.
Maintaining a client base through the achievement of sales targets, while maintaining the company standards and code of conduct. Pro-actively develop prospect clients, which would result of sales being achieved.
Maintaining a client base through the achievement of sales targets, while maintaining the company standards and code of conduct. Pro-actively develop prospect clients, which would result of sales being achieved.