Fatma Harb

• Senior role for one of the largest banking groups in the Middle East with responsibility for increasing customer satisfaction levels by providing the highest possible service standards.
• Leading a team of +40 Customer Service Representatives at Private Banking.
• Handling UHNW Individuals, by providing best class of client experience from all aspects; On-boarding, wealth management services, operational transactions, complaint management. Centric, end to end customer service solutions.
• Utilizing sophisticated interpersonal and communication skills to liaise extensively with customers, handling all requests in a professional and timely manner.
• Continuously striving to find ways to improve the bank’s service offerings by meeting with customers and employees to gather their feedback in addition to identifying process gaps.
• Working Group for implementation of Digital Wealth Platform for Private Banking clients.
• Maintaining a constant healthy improved customer’s CSAT and NPS score for Private Banking clients.

Key Performance Highlights:

1-Instrumental in initiating, developing, and implementing key, new ideas within Emirates NBD bank, resulting in significant operational system and service delivery improvements.
2-Consistently exceeded expectations on key performance indicators in the last 5 years.
3-Received excellent commendations from external clients as well as various performance awards.

· Managing a team of +20 Customer Service Representatives at Private Banking.

· Oversee client administration and Front Office transaction support.

· Handling client complaint management and conflict resolution, implementation of common high standards of customer service.

· Managing and handling HNW customer’s complaints, ensure all complaints are resolved within the turnaround time.

· Regular review of processes and TAT reduction to exceed customer’ s expectations.

· Regular meeting with HNW customers along with Unit Head for feedback and improvements.

· Managing a portfolio of 300 Priority Banking customers, ensure that all their banking needs are met.

· Proactively offering products, services, and investment solutions to meet client’s financial goals.

· Maintaining client’s loyalty and transparency while products offering to increase client’s database.

• Providing comprehensive banking support and assistance to the banks Relationship Managers, helping with the swift and professional resolution of customer complaints, and dealing effectively with all queries.

• Directly responsible for meeting customers face-to-face, dealing with all aspects of personal and corporate accounts, performing teller and operation transactions, and handling the clearing of cheques
• Undertaking retail banking responsibilities, evaluating customer's eligibility for borrowing and making recommendations for approval whilst adhering closely to all bank security policies and procedures
• Assisting customers with any enquires or individual needs that may have in addition to handling and resolving any complaints in a timely manner, escalating more complex issues to senior management.

• Playing a key role within a dedicated customer support team responsible for answering calls from customers, handling all resort booking reservations and providing a wide variety of in-depth information
• Proactively following-up any customer improvement suggestions and/or complaints, ensuring that the quality of service delivered by the company is always of the highest standard.

• Operating in a fast-paced working environment, attending to passenger calls, and handling all ticket bookings whilst providing support and assistance with flight delays and emergency situations
• Providing an analytical and practical approach to solving complex situations within short timeframes