tawakalt

Resolve customer complaints and increase turnaround time while prioritizing customer satisfaction and retention. Supervising employees and assessing performance to determine training needs. Assume ownership over team productivity and manage workflow to achieve exceptional customer satisfaction. Taking initiative and courageously addressing and resolving sensitive customer complaints, ensuring their satisfaction and trust in the service. Managing resources and assets to achieve qualitative and quantitative targets. Monitoring of AML, KYC and fraud prevention activities, ensuring early detection and mitigation of suspicious transactions. Ensuring 100 % adherence to regulatory requirements, internal policies and industry standards, minimizing compliance breaches and reputational risks. Consistently achieved 90% compliance score and a satisfactory audit rating for three consecutive years in a high-volume metropolitan branch. Collaborating with the marketing team to provide seamless and stress-free customer service. Demonstrate unwavering commitment to the team and customers while consistently going above and beyond to ensure excellence in service delivery. Delivering quarterly compliance trainings to staff, improving awareness and reducing non compliance incidents across all operational areas in the branch. Assisting customers in troubleshooting issues with mobile and internet banking applications, ensuring quick resolution and improved user experience.

Responded to customer requests for products, services and organization information. Clarified customer issues and determine the root cause to resolve complaints. Promptly responded to complaints, and enquiries and provided resolutions timely. Delivered exceptional customer service to every customer by leveraging on the extensive knowledge of products and services of the organization. Participated in team meetings and training sessions to stay up to date on the organization's products and services. Tracked customer service cases on CRM and updated service software with customer information. Maintained proper filling of customer instructions for future references.