Director Mortgage Elite Services
First Abu Dhabi Bank
Total years of experience :14 years, 0 Months
- Manage and follow up with the RM's day-to-day administrative and transactional activities such as client calls, documentation follow up, updating pipeline, and any other activities in the unit/team to ensure continuity of work and the delivery of effective and high quality outputs.
- Covering all forms of RE finance structures in addition to identifying opportunities for equity origination and deal placement.
- Engage in marketing, promotion and business development activities in support of sales.
- Relationship Management and networking with real estates and developers.
Meeting with clients to assess their financial circumstances and counseling.
- Engage in marketing, promotion and business development activities in support of sales.
- Relationship Management and networking with real estates and developers.
I work with clients and help them in locating and making right purchase according to their preference and budget. We have a strong database of properties ranging from residential to commercial and present them them to clients as per demand. Their job is also to offer advice on financing the properties to clients. We work with real estate consultants and list properties for sale and rent. These property consultants also have to prepare tenancy and sales documents partnering with a legal attorney. In case there is conflicts, these professionals negotiate and resolve them with tenants. To work in the real estate industry as a consultant, you will need good communications and negotiation skills, math acumen, sound understanding of the ever-changing real estate laws.
· Keeping Churn Under Control & achieving desired targets. · Regular touch base with the circle Save team on the challenges faced and share best practices · Maintain direct interaction and partnership with our touch points to improve performance and drive down churn reduction and develop churn prevention tools · Initiate clarity requirements to be made available thereby making customer handling easier and more convenient · Establishing programs that drive strong customer relations, especially with major corporate accounts. · Initiate and organize visits to the top 20 corporate accounts in regards of monthly churn, to ensure proper handling for termination requests and build awareness on the Save Team issue. · Provide suggestions for innovative, new tactics that help drive upgrade, retention and awareness for various customer segments · Work with Sales on churn prevention by operating within Save team. · Work closely with marketing and sales to ensure necessary harmony between upgrade/retention/awareness campaigns. · Monitor SLA of the back office operations; provide valuable inputs & observations on a regular basis. · SLA Adherence & ensure timely closure of cases; monitor Save team queue · Review the current retention related tools and processes and propose new methods based on necessity · Customer care Journey, including; arranging visits to main major corporate accounts, supervise journey team and share knowledge with them and receive daily feedback. · Handle challenging situations or objections · Reactive Customer Retention/Loyalty Initiatives (win-backs of disconnected customers) · Distributes weekly status reports and monitors results for adherence to targets and budget · Accurately quantify the results of trials, compare against success criteria and produce variance analysis.
• Achieve other handled processes and functions on time and efficiency,
• Ensure Quality and efficiency in resolving complaints by 90 %.
• Achieve Complaints service level by Handling and solving all cases within less those 60 minutes.
• Achieved SL 85 % and above to improve the customer satisfaction
• Responsible for the security, Confidentiality & Integrity, of all information assets within his responsibilities in accordance with the company’s Information Security Policies.
• Handle phone-in problems & escalation of problems.
• Able to handle general problem cases.
• Interactive and advice the customers by calls, Outbound calls, SMS, and other multimedia channels when advisers have to provide proper support to customer by handling customer inquires, request and complains with perfect knowledge, quality and positive attitude • Answer inbound calls as well as assist customers who have specific inquiries by providing them with high quality and right information
• Responsible to satisfy customer and maintain good image for the company by promoting strong customer service culture based on company standards and policy.
• Answer all calls related to technical issue and support customers in solving their problems .
• Finding appropriate solution for customer problems by using the suitable trouble shooting
• Answering any questions related to new offers products and services
• Able to handle general problem cases.
• Channel customer feedback and complaints by VOC.
• Support other tasks assigned by contact center team head or contact center team leader.
• Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies. • Adhere to contact center standards, KPI's, rules and Performance • Follow up on overall performance by proper tools provided by CC management
• Keep enhancing systems, knowledge and quality to meet Zain standards
Establishes, develops and maintains business relationships with current customers and prospective customers .
• Makes telephone calls and in-person visits and presentations to existing and prospective customers.
• Develops clear and effective written proposals/quotations for current and prospective customers.
• Expedites the resolution of customer problems and complaints.
• Coordinates sales effort with marketing, sales management, accounting, logistics and technical service
groups.
• Creates and manages a customer value plan for existing customers highlighting profile, share and value
opportunities.
• Identifies advantages and compares organization’s products/services.
• Supplies management with oral and written reports on customer needs, problems, interests, competitive
activities, and potential for new products and services.
• Keeps abreast of product applications, technical services, market conditions, competitive activities,
advertising and promotional trends through the reading of pertinent literature and consulting with marketing
and technical service areas.
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