Customer Service Support

SADIA YAQOOB

Professional Synopsis:

A dynamic professional with 14 years of rich industry in client Relationship, with a desire to extend and implement the professional expertise in the realm of financial service at the mid-level management position.

Presently working with CBI as Relationship Manager in Priority responsible for identifying prospective clients, generating business from existing clients.

Awarded the Fundamentals of Financial Services award CISI-Level 2 in wealth & management by Chartered Institute for securities and investment (UK)

Awarded the International Introduction of securities & Investment award CISI -Level 3 in wealth & management by Chartered Institute for securities and investment (UK)

BTEC Level 7(Extended Diploma in Strategic Management and Leadership)

MBA- Cardiff Metropolitan University UK – 2020 (In Process)

Core Competencies:

Incisive professional with 12 years of experience across wealth management, Business Development and Relationship Management in the financial sector in UAE.

Proven Skills in Equity, Debt and insurance products.

Significant experience in Plaining & Implementing business strategies with demonstrated abilities and accelerating business growth in the international arena.

Professional Experience:

Relationship Manager, Retail Banking, RBG

Habib Bank Limited (HBL)

January. 2021 till Date

Grow branch deposit base and open new customer accounts. Contribute to the branch business goals by effectively managing key prospective and existing customers relationships in order to ensure achievements of targets in terms of profit, income and liabilities volumes.

Responsibilities:

Sales: Effective marketing and selling of bank liability products and services to all clients within the portfolio with the objective to maximize revenue/return.

Deposit Growth: Develop and maintain the deposit portfolio of a branch by retaining the existing relationship and developing new customer relationship every month to increase profitability.

Cross Selling: Spot opportunities for cross selling products and services by being aware of customer needs.

Governance: Ensure that all documentation for each customer is complete for compliance purpose.

Customer Service: Provide friendly and responsive customer service by using excellent customer service skills and answer customer enquiries related to products, interest rates and exchange rates etc.

Inter-Department Coordination: Ensure coordination with various internal departments like trade, operations, treasury and CAD to ensure that the customers transactions are processed smoothly.

Director, Elite Banking, PBG

First Abu Dhabi Bank (FAB)

November. 2019 till December 2020

Acquire and manage client relationship by offering the bank’s insurance, Investment products, WM Products, Mortgage, BFS products and services across the identified customer segments to achieve financial and non-financial business objectives.

To plan and carry out direct marketing and sales activities, in accordance with the agreed business plans.

Responsibilities:

Achieve assigned revenue targets, AUM, CASA and customer acquisition targets.

Plan & carry out marketing activities for wealth Management products.

Customer Account & Relationship Management.

To provide &maintain, on an on-going basis, a daily sales report, figures, forecasting & any other records which may be required by the unit Head/ Regional head to keep up-to-date records of sales & performance.

Understanding the needs of the end customer & providing appropriate financial solutions.

Handling of relationship to aid customer for all his wealth requirements.

Ensure timely completion of sale and other customer related documentation with emphasis or risk assessment process.

Promoting Elite, Wealth & private Banking proposition, acquiring new customer base (HNW and corporate) increasing deposit/liability base of the bank.

Cross-sell SBS products to wealth clients under wealth Business Solution proposition.

Selling investment products, Treasury Products, Insurance Products, Mortgage products, Offshore Investments.

Handling of client relationships, manage periodic portfolio reviews and efficiently manage the requirements.

Visit existing clients at least once in 3 months.

To meet minimum 2 new prospective clients per day.

Provide client interaction with value calls.

Attending product trainings, to be up to-date with market developments.

Relationship Manager Priority Banking, RBG

Commercial Bank International (CBI), DUBAI

May. 2017 till October 2019

To build, grow and manage a portfolio of affluent customers with personalized service so as to develop close relationships, present required products, achieve maximum profitable contribution for the bank and retain their loyalty.

Responsibilities:

The jobholder is required build, grow and manage the segment portfolio. He/she will be responsible to enhance CBI First sales and promote the cross selling of bank product to existing and potential priority customers through marketing efforts.

Understand customer needs, identify financial and non-financial requirements by conducting financial need analysis (Client Profiling)

Achieve revenue goals, sales and portfolio growth targets across a range of products and services (Investments, Term Deposits, CASA balances, Mortgages, Credit Cards, Bancassurance, etc.

Ensure delivery of customer promise and practice brand & segment values

Optimize the potential value of the priority base through the delivery of wealth management products and services

Safeguard the bank from potential loss.

Continue to maintain and improve the quality of service offered to priority customers.

Grow CBI First portfolio by introducing higher number of NTB ‘new to bank’ affluent customers.

Up sell and cross sell other bank products and services to existing customers

Maintain a superior customer service experience for CBI First customers including pre-empting issues and proactive servicing.

Minimize customer attrition.

Maintain customer contact.

Responsible to drive to success all customer experiential related micro events held within the area/canters.

Achieve target customer satisfaction scores

Deliver the budgeted volumes for deposits and sale of wealth products.

Increase the CBI First Banking portfolio by increasing deposits of existing customers and targeting of HNWI not Banking with us;

Provide “One Stop” Banking Service to the customers of CBI ensuring timely and efficient execution of customers’ requests;

Leverage client relationships to source new business, cross sell and develop other business opportunities (e.g. Insurance, investments, etc.).

Ensuring highest level of service quality through direct interface with clients.

Conduct annual and periodic reviews of individual accounts

Provide professional advice on financial products to our customers

Develop customer base and maintain existing customer relationships

Conduct regular review and analysis on customers’ portfolios

Grow customer portfolio size by deepening existing customer relationships

Provide advice on potential financial solutions based on identified needs

Resolve client queries without further escalation

Analyse and review potential business to ensure maximum profitability

Achieves revenue per customer target

Achieves healthy growth in product cross holding ratio

Achieves strong growth in AUM

Targets and KPI’s will be communicated to jobholder

Commercial Bank International (CBI), DUBAI

Personal Banker, RBG

July. 2013 till May 2017

As a personal Banker I was accountable for opening and maintenance of customer accounts, preparing proposals related to Loans & cards & ensuring the delivery of quality service to customers and achieving product sales targets.

Responsibilities:

Achieve assigned product sales & other targets through external visits as well as by cross selling to walk in existing customers.

Participate in promoting the different products & services of the bank (including Asset, Liability, Card products as well as internet banking & other services).

Input all transactions related to the dept. And ensure error free transactions & application processing prior to sending to CSM /back office/RCD.Ensure best sales & services to customers by doing all transactions right the 1st time.

Ensure Timely review of KYC & credit facilities overdue, expired & take appropriate action. Comply anti money Laundering (AML) guidelines & ensure that only legitimate funds reach our counters.

Explain updates or launches of new promotions to all staff & destroy outdated products material.

Achievements

Received certificate of Achievement for the month of October 2013 & January-February, March, May, June, August, September, October, November 2014, January 2015 till date top performer.

Additional Responsibilities:

Acting Branch Operation Manager:

From September 2014 working as acting Branch operation Manager in CBI Dubai Mall branch & handle the branch as well as taking care of the business.

MASHREQ BANK, DUBAI

Sales & Service Officer

Jan. 2010 – Jun-2013

Responsibilities:

To provide Mashreq bank customer’s financial services which exceed the customer’s expectations by delivering an unbiased, competent, and timely and problem free service.

Meeting with the set service standards. (indicators & surveys)

Be a team player and contribute to achievement of goals based on the Key Performance Indicators, in the Branch. Also, to support and coach new staff to make easier their assimilation in the MB family.

Ownership of customer complaints. Implementation of the CHAP

Contribution towards acceptable audit rating for the branch.

Deputize for the LMM in his absence.

Provide constructive and constant feedback on improvement of: products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction.

Preparing daily, weekly and monthly business data and services parameters reports for the Dubai region.

Directing these reports to regional manager for management conference calls and distribution meetings.

Generating the Sales Power Model Report a comprehensive performance report covering Dubai region.

Preparing a reject reconciliation report to analyze the issues effecting quality and processing time.

Product wise decline review for all retail products with Credit and Policy.

Intra-organization liaison ensuring Service Delivery to clients.

Establishing, managing and maintaining a robust MIS environment to support the Sales Business Portfolio.

MASHREQ BANK, DUBAI

Relationship Officer

Dec.2007 – Jan 2010

Responsibilities:

Marketing and selling of financial products.

Assisting the line manager in team work like making hands-off, minutes of meeting, maintaining team ranking, records and prepare manager level presentations and reports.

Bring Business for bank from outsource companies.

Bring Bulk business by making other companies’ payroll.

Maintaining Relationship with existing customer by providing them quality services.

CERTIFICATIONS AND TRAININGS

Completed certification course on Anti Money Laundering and Know Your Customer arranged by Mashreq Learning System.

Completed certification of 7 habits for highly effective people arranged by Mashreq Learning System.

Completed training program on customer relations and sales force effectiveness arranged by Mashreq Learning System.

Completed certification course on Mashreq IT Security arranged by Mashreq Learning System.

Completed certification on introduction to Retail Production conducted by Mashreq Learning System.

Completed certification on Fundamental of Banking conducted by Mashreq Learning System.

Completed certification course on Harvard Manage Mentor - Stress Management conducted by Mashreq Learning System.

Attended a training session of Flex cube user interface at Mashreq Learning System.

Attended a training session of CRM at Mashreq Learning System.

Certificate of achievement Islamic Products Sharia ‘h guidelines.

CBI five stars’ service & sales standards workshop

Financial statement Analysis- EIBFS

Investment & Portfolio Management – EIBFS

MetLife LIMRA - Associate Bancassurance Advisor Program

Diploma on customer Focused Selling Skills

Achievements

Received Top Performer certificates consistently since last 6 months. As well as received the certificate of 2nd top performer for 2009 for selling highest volume in personal loan.

Rated “SAT” (Outstanding) performer for the year 2009,2010,2011,2012. As well as achieved to get 5-8 companies listed with the support of RM (BSU) to generate the new business opportunities.

Experience:

KASB Bank -Peco Road Branch (Lahore Pakistan)

Customer Relationship Officer

May- 2006 till Dec-2007

To be point of contact in terms of customer Relationship Facilitation. To act as 2nd in line interface between the Bank and its customers. To help ensure implementation of Service Ethics. Help managing customer traffic flows, reducing line waits etc has execution-end responsibility of implementation of SMP.

Responsibilities:

To be specifically positioned as service provider of the Branch.

To help Service Ethics are practiced at the Branch.

To find a positive way out for customer complains.

To facilities customers in getting the best possible services from the Branch.

To help CRM monitor and identify progress weaknesses in relevant areas based on own monitoring and customer feedback.

To help ensure that all customer care guidelines provided are adhered to.

To support customer relationship manager in delivery her job responsibilities.

Achievements

Attend various training sessions and received certificates on maximum no. of Account opening and the positive behavior towards Customer for Customer satisfaction to improve business volume in the Branch.

Experience:

Union Bank Limited Egerton Road, Lahore.

Tele Marketing Officer

Janrury-2005till April-2006

As telemarketing officer looking after the sales of Amex cards and Spending on Amex and Visa.

Responsibilities:

Dealing with walking Customers and resolving their queries regarding the product.

Providing guidance to the walking customers.

Customer’s correspondence regarding secured and unsecured products.

Resolving customer related queries.

Developed work grade communicational and public relationship skills.

Through telemarketing captured target customers for different consumer products. Ensure the customer satisfaction regarding product knowledge and utilization.

From Jan-2006 till April-2006

Team Leader

As a team leader looking after the unit, resolving the issues and problems related to department. Screening of application, calculation, and documentation of Amex cards. Ensure correct product features and benefits communicated to customers through regular product training.

Responsibilities:

Meet preferably exceed target of Amex/Visa, BTF, PO/DD and EPP.

Ensure correct product features and benefits are communicated to the customers through regular product training.

Ensure awareness and compliance of regulatory environment Keep all related expenses within the budgeted figures.

Training of TMO’s.

Meet OHS, PIR and PRS goals for cards business.

Effective time management.

Approval rate for quality applications to enhance approval rate.

Achievements

Received Countrywide Top Performer certificate for giving max volume for Amex spending for the month of December 2005.

Additional Responsibilities:

Business Development Executive:

Worked in Union Bank Limited as a Business Development Executive for Amex cards department. Responsibilities include establishing new corporate setup. Maintaining previous portfolio and providing them complete service

Customer Services Executive:

Extensive involvement in managing customers, relationship at all levels. Providing backend support and training of customer support officer, monitoring online interface, coordination with administrative staff.

Education

MBA- Cardiff Metropolitan University UK – 2020 (In Process)

BTEC Level 7(Extended Diploma in Strategic Management and Leadership) Passed 2020

International Introduction of securities & Investment (CISI) - Level 3 Passed 2018

Fundamentals of Financial Services (CISI) -Level 2 Passed 2018

F.sc (Lahore board of intermediate and secondary education) Matriculation (Lahore board of intermediate and secondary)

STRENGTHS

Professional Knowledge of MS Office.

Quick decision-making skills with an eye for detail.

Admirable communication, presentation & time management skills.

Excellent interpersonal & strong negotiation skills.

Resourceful team player who excels at building trusting relationships with customer & colleagues.

Goal-driven individual who maintains a productive climate and confidently motivates others Ability to operate in an intense environment.

Innovative problem-solver who can generate workable solutions & resolve complaints.

Personal Information:

Fathers Name Muhammad Yaqoob Ch

Date of Birth 08-09-1984

Nationality Pakistani

Marital Status Single

Address Dubai U.A.E

Email *****.*********@*****.*** Contact no +971**-*******

Reference: documents & certificates will be furnished upon request.

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