Fathima Farvina Ibrahim
Abu Dhabi,United Kingdom
Summary
I am a dedicated and experienced banking professional with over 15 years in customer-facing roles within branch operations and call center in UAE and UK. My core strengths lie in cash management, team supervision, and delivering exceptional customer service. I have successfully managed daily cash transactions, balanced vault operations, and led cashier teams to uphold accuracy and compliance with banking regulations. I take pride in creating a welcoming and secure banking environment for clients, including those who may be vulnerable. I’m skilled in handling complex situations such as bereavement, power of attorney, and fraud prevention, always with professionalism and care. In addition to my operational expertise, I am passionate about helping customers make informed financial decisions by guiding them through products, services, and digital banking tools. I thrive in fast-paced environments and am committed to continuous learning, operational excellence, and customer satisfaction.
Overview
14
14
years of professional experience
Work history
Chief Cashier Officer & Customer Service Representative – Branch Operations
Co-Operative Bank
Wales, UK
2024.08 - 2026.02
- Oversaw daily cash operations, including deposits, withdrawals, and payment processing.
- Balanced cash registers and reconciled end-of-day cash and vault totals.
- Managed cash flow within the branch, including vault and ATM replenishments.
- Processed various forms of payments, including credit/debit card transactions and foreign payments.
- Ensured all cash-handling procedures were accurate, secure, and efficient.
- Trained, supervised, and supported cashier staff to maintain high performance and compliance standards.
- Created and maintained a positive team environment through mentoring and daily oversight.
- Monitored performance and provided feedback to ensure continuous improvement.
- Ensured strict compliance with internal controls, banking regulations, and security procedures.
- Generated daily and periodic reports on cash movements and transactional activities.
- Supported administrative tasks such as account maintenance and data management.
- Identified and addressed discrepancies or irregularities in cash handling procedures.
- Participated in developing and refining branch policies and procedures.
- Delivered exceptional face-to-face customer service, resolving account inquiries and transactional issues promptly.
- Assisted customers with everyday banking tasks including cheque cashing, payments, and account inquiries.
- Educated customers on banking products, digital services, and fraud prevention strategies.
- Supported customers with online banking registration, navigation, and troubleshooting.
- Encouraged customers to connect with the Personal Banking team for tailored financial advice.
- Handled sensitive cases involving vulnerable customers, bereavement, and power of attorney requests with care and professionalism.
- Managed customer complaints effectively, ensuring timely resolution and follow-up.
HR- Assistant to General Manager
Accor
2021.09 - 2023.08
- Assisted the General Manager in the recruitment process, including shortlisting candidates, coordinating interviews, and preparing employment contracts.
- Maintained and organised employee records (digital and paper-based), tracking holidays, sick leave, and other absences.
- Supported payroll processing and handled documentation related to employee compensation, benefits, and allowances.
- Accurately entered and updated employee information in the HR system/database.
- Actively stayed up to date with HR best practices to enhance internal processes and overall workplace efficiency.
Customer Service Officer
Lloyds Banking Group- Newport
2020.04 - 2021.08
- Responded to customer inquiries related to bank accounts, transactions, cards, online banking, and mobile apps.
- Assisted with account access issues, including password resets, security verifications, and technical troubleshooting.
- Educated customers on digital banking tools and guided them through mobile and online services.
- Handled sensitive cases such as fraud reports, scams, bereavement notifications, and power of attorney requests with empathy and care.
- Resolved customer complaints professionally, aiming for first-call resolution and high satisfaction.
- Promoted suitable banking products and services based on customer needs and eligibility.
- Encouraged customers to book appointments with specialist teams (loans, mortgages, personal banking).
- Maintained strict confidentiality and compliance with banking regulations and data protection policies (KYC, GDPR).
- Verified identity before disclosing account information, ensuring all security protocols were followed.
- Logged call details accurately using internal CRM systems.
- Met performance targets including call quality, customer satisfaction scores, and resolution time.
- Worked collaboratively with colleagues and supported team targets during peak call volumes.
- Participated in regular training to stay informed about new products, systems, and compliance updates.
Customer service representative
Abu Dhabi Commercial Bank (ADCB)
Abu Dhabi
2012.03 - 2017.06
- Handled end-to-end account servicing for High Net Worth Individuals (HNWI) and corporate clients. Responsibilities included account reviews, authorizations, and maintaining strong client relationships.
- Supported bancassurance operations, remittances, payments, clearing, and cheque/debit card issuance.
- Processed and authorized Priority Pass cards and ensured service standards were met. Also responsible for training and mentoring new team members.
- ANC Branch – CPD https://adcb.com/en/personal/
- Account Administration Assistant – HNWI & Corporate Clients
- Abu Dhabi Commercial Bank (ADCB), Abu Dhabi, UAE
- March 2012 –2014
- Senior Customer Service Professional – Contact Centre
- Abu Dhabi Commercial Bank (ADCB), Abu Dhabi, UAE
- September 2008 – March 2012
- Delivered frontline support by handling customer queries, complaints, and product information.
- Promoted retail and Islamic banking services while ensuring exceptional customer experience.
- Maintained daily operational reports in Excel and consistently exceeded service targets.
- Recognized for high performance and regularly trained new joiners on customer service protocols.
- Key Achievements:
- Awarded Best Performer (CPD – 2012)
- Received multiple customer appreciation certificates
- Trained new agents and promoted quality service culture
- Systems Used:
- Siebel | Omniflow | Flexcube (FCR) | LAPS
Education
Customer Service Training - Banking & Financial Institute
ADCB
High School Diploma - American
Accounting Course - undefined
Kawarzmi Collage
Airlines Ticketing & Reservation - IATA
Skills
- Microsoft Office - Word, Excel, Power point and Outlook
- Operating Systems (MacOS 12 & Windows 11)
Accomplishments
- Rewarded for excellent service in Conventional Retail Banking products and Islamic Banking products.
- Successfully completed Customer Services Training and trained other agents for Quality Customer Service.
- Appreciated by customers and received Appreciation Certificates as recognition.
- Awarded as Best Performer in ADCB- CPD dpt Year 2012.
Languages
English
Advanced
Arabic
Intermediate
Urdu
Fluent
Tamil
Fluent
Timeline
Chief Cashier Officer & Customer Service Representative – Branch Operations
Co-Operative Bank
2024.08 - 2026.02
HR- Assistant to General Manager
Accor
2021.09 - 2023.08
Customer Service Officer
Lloyds Banking Group- Newport
2020.04 - 2021.08
Customer service representative
Abu Dhabi Commercial Bank (ADCB)
2012.03 - 2017.06
High School Diploma - American
Accounting Course - undefined
Kawarzmi Collage
Airlines Ticketing & Reservation - IATA
Customer Service Training - Banking & Financial Institute
ADCB