See Curriculum Vitae
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Work Experience | Union National Bank, United Arab Emirates
| Sept O3-Present
| Branch Manager – Kalba Branch, Shrajah (Aug 06-Present)
Senior Customer Service Officer – Fujairah Branch (Oct 05-Aug 06)
Customer Service Officer – Fujairah Branch (Jun 05-Oct 05)
Customer Service Officer – Al Ain Branch (Sept 03-May 05)
· In charge for complete operations of the branch which includes supervision of account opening, fixed deposits clearing, remittances, credit cards, standing orders and handling team of staff.
· Developing plans in line with overall branch operations; ensuring that goals and objectives are met.
· Monitoring branch operations for its smooth running, while adhering to the highest level of service quality and adherence to delivery standards.
· Preparing branch budget, analyzing variances and implementing rectifications as required.
· In charge for handling all types of retail loan procedures, guarantees as well auto-loan procedures.
· Ensuring the implementation of banks strategy; establishing and maintaining a healthy and conducive environment to motivate staff in performing their job efficiently.
· Actively involve in recruiting, interviewing, training, monitoring and motivating Phone Representatives and other staffs. Also implementing career development programs for same.
· Directing a team of outbound agents in the generation of sales leads and achievement of target.
· Providing assistance to sales department in the implementation of sales goals as well as participating in encouraging sales of financial services and other banks products/services.
· Conducting an analysis of risks; determining appropriate tools to be implemented and ensuring control in compliance to all bank policies.
· Generating statistical reports and presenting same to the senior management.
Customer Service
· Processing customer transactions and responding to product & service inquiries in a responsive, accurate and timely manner. Providing quality customer service at an excellent level.
· Building awareness among customers with special emphasis on flexibility, ease of operations, safety and security on the bank’s diversified range of products to meet client needs.
· Managing customer needs, advising investment portfolio and handling client servicing.
· Consistently meeting/exceeding monthly sales and referral goals by conducting customer sales interviews, cross-selling and up-selling banks products & services.
· Developing and participating in customer retention program by making customer retention calls regularly, both in person and/or by telephone contact.
· Ensuring that customer problems and complaints are handled professionally, effectively, maintained at a minimum level and resolved up to the highest level of customer satisfaction.
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HSBC Bank, Egypt
| Jun 98-Aug 03
| Head of Sub-branch
· Responsible for handling bank products & services such as consumer lending, current account transactions, unsecured loans, overdrafts, credit cards and personal loans.
· Holds B Signatory while handing cash, remittances and customer service duties in the sub-branch.
· Scrutinised new and renewal lending applications, discussed terms with customers and submitted credit applications to Credit Department after the assessment had been done.
· Checked the client’s accounts to determine their withdrawn amounts as per the agreement.
· Processed data to produce accurate facts, figures and reports and ensured compliance with corporate standards and procedures.
· Managed independently Cash & ATM Departments duties.
| Egyptian Workers Bank, Egypt
| Jan 98-May 98
| Collection Department Officer
· Performed effectively duties within Collection Department specially in handling recoveries against credit cards and personal loans over dues.
· Kept an updated collection system in order to have an effective follow up with customers.
· Accepted and processed loan applications, answered inquiries, troubleshoot related problems, calculated pay participation plans, wire funds, change prime rate and quote pay off .
· Followed up with delinquent customers through phone calls or sending demand letters.
· Prepared debit and OCL vouchers depending on the cycles and statement dates.
· Evaluated customer financial status before granting loans to them.
· Entered payment entries regularly into customer accounts to maintain updated software.
· Recovered and expedited outstanding payments from defaulting credit card holding customers.
· Monitored security cheques and presented on timely basis.
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Part Time Computer Instructor at Middle East Technology for Computer Services in Oct 97-Nov 00 |
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