Maha Naser
Abu Dhabi,UAE
Summary
A Senior Customer Relation Officer ( Assistant Branch Manager) with 15 years of experience in banking. Extensive experience developing customer relationships. Top performer with track record of consistently meeting or exceeding sales goals. Talented at educating customers on banking services and products and recommending best options to meet long- and short-term needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Customer Relation Officer
Arab Bank
09.2023 - 12.2023
- Assistant branch manager, Holder for signature of external class B.
- Reviews and Controls (Daily and monthly branch reported printed, reviewed & signed, cheques returned report etc..)
- Assess local market conditions and identify current and prospective sales opportunities.
- Monitor and Analyze accounting data and produce reports.
- Manage and Oversee daily operations of accounts, and make sure that it’s free from mistakes (Approve opening,closing of all types of accounts for branch, Verify customer’s signature against the specimen on Bank's records, Authorize customer account statements issued by branch as per the bank policy, etc..).
- Classifying customers for compliance with anti-money laundering regulations( AML).
- Developed and implemented strategic plans to meet organizational goals, ensuring alignment with company objectives.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Negotiated contracts with vendors optimally, securing best deals for organization while maintaining excellent working relationships.
- Managed budgets effectively, prioritizing resource allocation for maximum impact on departmental goals.
SENIOR CUSTOMER SERVICE OFFICER
ARAB BANK
11.2008 - 09.2023
- Holder for signature of an external class B
- Verification and Controlling the perform of customer service operation issuance of certified cheques, payment and transfer orders including inward and outward ones, cheques payment and receipt
- Buying and selling foreign currencies, and cheques clearing)
- Overseeing the Accuracy and security of all cash transactions
- Balancing teller drawers at the beginning of each shift
- Preparing and Reconciling cash reports: accurate reports are crucial for internal control and regulatory compliance
- Insuring compliance with federal regulations and bank policies regarding cash handling
- Dealing with Central Bank of Syria in addition to managing its withdrawal and deposit operations
- Developing and Implementing training programs for the teller team and contributing to branch goals
- Enhanced customer satisfaction by consistently providing prompt and accurate resolutions to inquiries and concerns.
- Contributed to increased sales figures by upselling products or services when appropriate during customer interactions.
Education
Master Degree MSc - Financial Markets
Arab Academy For Banking And Financial Sciences
Damascus, Syria2014
Bachelor Degree BSc - Economics. Expert, Banking
Damascus University
Damascus, Syria2008
Skills
- Strong communication and Interpersonal skills
- Cross selling
- Cash Drawer Reconciliation
- Customer Service
- Flexible Schedule
- Business Development
- Marketing
- Performance monitoring
- Compliance Reporting
- Team Management
- Negotiation
- Decision-Making
- Problem-solving abilities
- Administration and Reporting
- Organizational Skills
- Problem-solving aptitude
- Analytical Thinking
- Customer Relationship Management
- Time Management
- MS Office
Certification
1. On line training and competence certificate in Introduction to Risk Management.
Salalem (Agreement between Salalem and Arab bank-Syria).
2. On line training and competence certificate in Negotiation Skills. Salalem (Agreement between Salalem and Arab bank-Syria).
3. On line training and competence certificate in Anti Money Laundering and Counter Terrorism Financing.
Venture of Business Consulting and Training.
4. International Intermediate Accounting.
Modern Center for Commercial Sciences, Al sweida Syria.
5. On line training and competence certificate in KYC, AML, and CTF training. Arab Bank, Damascus Syria.
6. Discovery the Banking Forgery training course.
Arab Center Of Research & Studies, Damascus Syria
7. Training session in policy and procedures – product knowledge – ultimate customer service and selling skills.
Arab Bank, Damascus Syria.
8. Advanced training in Livelihoods characterization, adoption and impact.
The International Center for Agricultural Research in the Dry Area (ICARDA).
9. Advanced training in management and development the projects.
The International Center for Agricultural Research in the Dry Area (ICARDA).
10. Microsoft office programmes.
Alreda Center , Damascus Syria.
Languages
Arabic
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Senior Customer Relation Officer
Arab Bank
09.2023 - 12.2023
SENIOR CUSTOMER SERVICE OFFICER
ARAB BANK
11.2008 - 09.2023
Master Degree MSc - Financial Markets
Arab Academy For Banking And Financial Sciences
Bachelor Degree BSc - Economics. Expert, Banking
Damascus University
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