Fateem Almakhmari

• Began as a call center representative, resolving customer inquiries and complaints related to banking services, credit cards, and digital platforms with a high first-call resolution rate.
• Promoted digital banking usage by guiding customers through mobile and online services.
• Transferred to a front-office teller role at the Al Ain Mall branch, handling cash transactions, including deposits, withdrawals, and account services, with accuracy and speed.
• Ensured compliance with all internal procedures and Central Bank regulations, including AML/KYC.
• Maintained a zero-error record in cash handling and end-of-day balancing.
• Consistently received positive customer feedback and contributed to branch service excellence.

• Handle a high volume of inbound and outbound calls to assist customers with banking inquiries related to accounts, cards, loans, and mobile banking services.
• Resolve customer complaints efficiently while maintaining professionalism and ensuring high customer satisfaction.
• Educate customers on FAB’s digital services and guide them through self-service options to improve user experience.
• Accurately document customer interactions using the bank’s CRM system for tracking and follow-up.
• Adhere to bank policies, data privacy standards, and Central Bank compliance regulations (KYC/AML).
• Collaborate with different departments to escalate and resolve complex issues within defined service levels.

• Handled a high volume of inbound calls related to remittance and currency-exchange services, delivering accurate information on rates, products, and procedures.
• Resolved customer queries and complaints promptly, maintaining a high first-call resolution rate and positive customer satisfaction scores.
• Logged interactions and updated customer records in the CRM system, ensuring complete and accurate documentation for every case.
• Coordinated with branch teams and back-office operations to escalate complex issues and follow up until full resolution.
• Adhered strictly to AML, KYC, and other regulatory compliance requirements during every customer interaction.

• Assisted customers in completing the hiring and processing of domestic workers (maids, drivers, nannies, etc.).
• Managed documentation and submitted applications to government entities such as MOHRE, ICA, and immigration departments.
• Ensured all paperwork was accurate and complied with regulatory requirements.
• Followed up on application statuses and provided regular updates to clients.
• Delivered professional customer service and supported clients throughout the entire process.