Sabrina Simon

Responsible for addressing customer needs queries, complaints and providing them adequate information about the Bank's service / products. The incumbent of this role is the frontline face of the Bank responsible for handling all customer related issues in a branch and provide service to customer from sales and service perspective ensuring continuous improvement in operational efficiency, and desired quality of service through liaison with support and operation functions.

· Ensure that the highest level of customer service is provided at all times understanding customer need, recognizing business potential and referring business to relevant sales staff i.e. marketing ( of liability products and asset products) to walk – in customers or over the telephone.

· Ensure customer's banking needs are fully met in a professional and competent manner.

· Attend to and follow up customer service issues, complaints, resolving them or having them resolved by the relevant desk/ functionalities keeping in mind the relevant processes and guidelines.

Take in request for main functions like account closure, change of address, Cheque book issuance, ATM card and pin request and forward it to relevant departments for follow up and completion.

Responsible for addressing customer needs queries, complaints and providing them adequate information about the Bank's service / products. The incumbent of this role is the frontline face of the Bank responsible for handling all customer related issues in a branch and provide service to customer from sales and service perspective ensuring continuous improvement in operational efficiency, and desired quality of service through liaison with support and operation functions.

· Ensure that the highest level of customer service is provided at all times understanding customer need, recognizing business potential and referring business to relevant sales staff i.e. marketing ( of liability products and asset products) to walk – in customers or over the telephone.

· Ensure customer's banking needs are fully met in a professional and competent manner.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Logged call information and solutions provided into internal database.
• Managed customer relations on ongoing basis to maximize customer retention.
• Completed opening and closing functions to meet operational needs.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Developed summaries to assess each client's participation level and determine targets for follow-up plans.
• Maintained statistical database of customers using [Software] for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.

• Managed and archived quality documentation and participated in internal and external quality audits.
• Devised specifications for processes.
• Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
• Inspected inbound and outbound products for compliance with established industry standards, company policies, and procedures.
• Improved quality processes for increased efficiency and effectiveness.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• · To maintain relationship with existing & new to bank customers.

· To provide information of SME Financing to the customers.

· To ensure customer retention & customer satisfaction.

· To ensure compliance of corporate policies/procedures.

· Coordination with the PRU.

· Coordination with Sales Team, Processing Unit, CIU

· To Establish and maintain ongoing communication and positive relations with associates

·

and departments.

· To ensure the level customer services provided to the customers at all levels.

· To maintain check & balance on the Process flow of the loan application through Customer Service.

· To maintain the check & balance on TAT for all the applications logged through Customer Service..

· To keep proper follow up with other departments for TAT assurance.

· To maintain MIS on the status of the applications logged (i.e. confirmation/rejection).

· To maintain MIS of the applications rejected stating reason for rejection.

· To maintain contact database of all the customers.

· To direct, oversee & manage operations of Customer Service.

DECISION MAKING:

· To take decisions for the department according to the authority granted.

· Formulate policies and planning recommendation for organizational growth.

CONTRIBUTION:

· To contribute towards organizational growth through effective management & performance.

· Directly contributes to corporate goals and objectives.

BRAND IMAGING:

· To contribute towards brand imaging of the organization.

• Streamlined and monitored quality programs to alleviate overdue compliance activities.

• Established new accounts for high net worth individuals and serviced existing accounts.
• Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
• Promoted financial products by maintaining excellent service offering knowledge.
• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.

· Customer Services Walk-in Area's Supervisor at Head Office.

· Area of Responsibility:

· Conducted State Bank reporting for country wide Personal Loans and Auto Loan Pay offs.

· Preparation city wise MISs on monthly basis.

· Conducted RCSA and ARR Audit for the year 2007 for Walk in Area.

· Conducted Quarterly evaluation and ABU Rating for the Walkin Area's Personal Bankers 1 Staff.

Business Development Executive - NSM Liabilities Sales Department Citi Bank N.A. Contractual Employee

· Bring in New to Bank Customers

· Managing Portfolio by developing a strong relationship with clients.

· Contact new prospects through phone, Cold calling or referrals from contacts and existing customers.

· Make sure that the customers fulfil all the Account Opening requirements as well as banks' internal documentation requirement set down by the bank.

· Responsible for resolving all service issues regarding the customers.

· Complete assigned targets, both volume and Number of Accounts wise

· Ensure compliance with internal control local policies and KYC, while performing operational account related functions on the system.

· Coordinating Sales Training Session for new business development executives.

· Relationship management, including exercising KYC and servicing needs and requirements.

· Building portfolio of accounts through bringing in New-to- Bank customers.

· Portfolio management by catering to all banking needs of new and existing customers in such a manner, that repeat sales takes place

· Complete all account opening documentation and getting it approved by the Compliance officer and following up with the AMD to get the account opened.

· Deepening accounts and controlling attrition through regular customer interaction and good service.

CRITICAL ASSESSMENTS:

· Assisting Country Customer Services Manager during RCSA / AUDIT.

· Monitoring of CMS to prevent any technical issue, coordination with technology.

• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
• Expanded client base by promoting new financial products.
• Cross-sold bank products and services to meet customer needs and provide options.
• Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
• Provided customers with additional information regarding account services.
• Explained account terms and conditions to customers.
• Tracked and processed customer account requests and applications.
• Backed up teller team by handling needs of new and existing customers at main counter.
• Collected customer information and completed new account forms.
• Responded to customer inquiries regarding new accounts and account services.
• Monitored accuracy of customer information in system.
• Verified customer identity and reviewed documentation for accuracy.
• Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
• Greeted customers and delivered information about new account processes.
• Presented new and additional products and services to existing customers.
• Maintained customer records and updated account information.
• Activated new accounts and issued customer identification numbers.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.