Amr El Easwy

· Prepare for daily interactions with a professional mind-set and an organized workstation.

· Maintain a positive and professional appearance while communicating effectively through on-screen technology.

· Provide world class service by greeting customers with a smile and warm tone while serving them with remote transactions including check encashment, cash withdrawal from the account check deposit, Non emirates NBD check deposit and processing deposits.

· Proactively displays a teamwork mentality.

· Conducts necessary follow up by collaborating with internal departments to ensure consistency in Service Standards.

· Maintain privacy of customer account information.

· Complete reports related to productivity and Interactive Teller Machine activity for proper balancing.

· Maintain knowledge of products and processes while referring customers to our digital channels and always educating them on the ease of these services.

· Learn and apply new technology and serving as a Subject Matter Expert on Interactive Teller Machines and stays abreast of ITM enhancements including process improvement and procedures.

· Resolved customers' issues related to online banking and utility payment failure to encourage good customer relationships.

· Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.

· Cooperated closely with other departments to support achievement of customer experience outcomes.

· Managing social media platforms of the bank in UAE, KSA and Egypt.

· Responding to the comments on social media on time.

· Oversee day-to-day operation.

· Monitor team performance.

· Motivate team members.

· Discover training needs and provide coaching.

· Listen to team members’ feedback and resolve any issues or conflicts.

· Taking over escalation calls when needed.

· Prepare monthly/annual results and performance reports.

· Answering customer`s queries related to loans, accounts, credit cards and all the bank products.

· Review statements, billings and provide clear information about banking policies.

· Handling complaints related to online services and provide basic troubleshooting steps.

· Meeting operations targets and metrics such as AHT, Quality… etc.

· Working along with team members to achieve team related targets and goals.