Mirshad Muhammed

• To manage service functions of branch by ensuring delivery of quality service to customers and cross selling,while adhering to service standards and maintaining of operational controls.
• Carries out all branch tasks ensuring all activities are completed within timescales and with high degree of accuracy,whilst providing excellent customer service ,to both external and internal customers,and adhering to all appropriate process and procedures .
• Collaborate closely with cross-functional teams, including product and operations, to ensure seamless onboarding and implementation of our solutions, maximizing client satisfaction and success.
• Assist Wealth Management, Small and Medium Enterprise, Corporate banking, Retail banking clients with their transactional accounts, facilities & Investment requirements e.g. Bonds, Mutual funds,Letter of Credit, Invoice discounting, Trust Receipt Facility, Guarantees, Local Bill discounting,Collection documentation, Overdraft etc.
• To ensure compliance requirements for relationships are adhered to in line with banks policies – KYC, AML, account reviews as per risk levels.
• Conduct detailed assessments of clients' financial needs, including liabilities management, and recommend appropriate products and services to optimize their financial operations.
• Provides specialist information,guidance and advise to customers through delivery of excellent customer service to resolve customer queries and achieve customer satisfaction complying to Staff Code of Conduct at all times to ensure positive image of Bank.
• Develop and maintains new and existing relationships with other departments/customers/suppliers/vendors to support achievement of business objectives.
• Adhere to Bank’s Anti-Money Laundering policies and procedures to ensure high-quality KYC.
• Ensuring that due diligence is carried out with respect to money laundering and other regulatory requirements.
• Performs branch tasks under the supervision of line manager to support smooth operation of branch
• Hands on relationship management required to ensure effective and timely delivery of banks’ services / products through proactive interaction across various units
• Responsible to resolve customer problems/complaints and handling it till final resolution through coordinating with line managers and other channel partners
• Ensure adherence to departments policy ,procedures ,standards,reporting requirements and relevant regulatory and statutory requirements whilst complying to the staff code of conduct at all times thus a positive image of the Bank through excellent customer service and unparalleled quality.
• Achieving budgeted sales and service targets within acceptable risk standards and cross selling different products to existing customer base
• To ensure that all control, operational and audit issues relating to Retail,SME & Corporate Banking service activities are properly applied and to liaise closely with other departments to achieve adherence to policies, audit and control procedures.
• Coordinates and monitors implementation of identified initiatives as per implementation strategy and road maps defined for smooth delivery of projects whilst coordinating and collating requests received by stakeholders for new projects.
• Conform to requirements of BCM,Maintain awareness of the Branch Business Continuity Plan and undertake appropriate training to ensure correct action taken in the event of an Incident or disruption.
• Manage and execute trades for high-net-worth individuals and institutional clients.
• Coordinate with RMs/clients for accurate deal details and input the requirements
• Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Enforced security policies and removed violators and unauthorized individuals from premises to maintain safe environment.

Debt Restructuring Officer

• Streamline and review of loans/credit card accounts for restructure proposal on basis of delinquency bucket.
• Analyze and assess the creditworthiness of defaulting customers using external credit bureau report, financial assessment & internal information.
• Negotiate and agreeing on with customer on restructure or settlement plan.
• Obtaining necessary approval from management for restructure proposal.
  Contact point verification for restructure proposal accounts.
• Cross checking of possible skip clients and reporting same.
• To ensure the adequacy & effectiveness of policies, procedures and ensure adherence to the bank’s internal policies/ guidelines provided from time to time.
• Analyzed credit reports to assess risk and determine applicants' ability to repay the Debt.
• Managing customer complaints and follow up with concerned team to resolve the issue.
• Contacting signatories of primitive loan accounts and make them aware of the due date.
• Responsible for retrieval and bouncing of security cheque of default and non-cooperative clients.
• Contacting customer regarding the proposal and making them understand the terms and conditions.
• Preparation of reschedule proposal and forms.
• Liaison with Credit team pertaining to loan restructure proposal and to solve the discrepancy if any in the case.
• Coordinating with the operations team with regards to the disbursement and settlement of the restructure accounts.
• Contacted customers via mail, telephone or email to relay acceptance or rejection of applications.
• Produce credit proposals, analysis,AECB report and recommendations on the best way to manage distressed accounts through workout in order to maximize recovery.
• Attend all internal and external audit issues promptly to comply with Bank's policies and Central Bank regulations.
• Provide input for improvement of systems, processes, and practices while considering best practices, and any changes in the business environment which demand proactive action plans.
• Report and update the status of the assigned portfolio regularly to maintain quality and standards of the Bank.
• Ensuring all security / support documents have been properly executed, signatures are verified and authenticity's of the signatories are supported by resolution / POA.
• Ensuring rectification of existing discrepancies / deficiencies in security documentation for all loans which have been disbursed.
• Ensuring approval from relevant authorities is held for deferral / waiver of incomplete documents.
• Ensuring integrating accurate and timely internal reporting and regulatory reporting.
• Preparing & circulating documentation deficiency (expired / deferred documents) reports and following up for its timely submission / renewal.
• Maintaining up to date collateral data in Bank’s system.
• Performing periodical clean-up of old and obsolete security documents to keep updated / valid security documents in security folder.
• Verifying and confirming periodically at renewal of credit lines, all required security / support documents are physically held in safe custody.
• Ensuring all security documents are kept safe in vaults and checklist maintained in credit file.
• Lodging security documents / collaterals in Bank’s system.

Agency Invoice Analyst

• Processed collection agencies invoices and payments in line with Bank policies and procedures.
• Verify vendor and Collection agency invoices/expense claim for validity,accuracy and approval adequacy with an objective to ensure that the expense incurred is in line with the laid down of Department guidelines and expense budgets.
• Generated accounts payable reports for management review to aid in financial and business decision making.
• Audited and corrected billing and posting documents for accuracy.
• Kept vendor files accurate and up-to-date to expedite payment processing.
• Managed vendor invoicing and payment processing operations.
• Handled accounts payable activities to facilitate accurate payment of bills and expenses.
• Entered invoice data into Bank invoicing system to enable proper tracking and record keeping.
• Executed billing tasks and recorded information in Bank databases.
• Investigated and resolved invoicing discrepancies to maintain good vendor relations.
• Liaised with accounting team for seamless workflow.
• Verified vendor accounts by reconciling monthly statements and related transactions.
• Reviewed invoices for accuracy and completeness prior to issuing payments.
• Compiled and submitted weekly and monthly reports to management for review.
• Followed-up on past due payments to facilitate prompt collection

Controls& Operations

• Preparing Settlement offer letter, security / support documentation in accordance with credit approvals.
• Quality checker of all offer letter and clearance letter issued to defaulted customers.
• Responsible for printing of Legal Notice,Settlement Offer & Clearance letters to customers /vendors on Bank Letterheads.
• Provided feedback for AECB amendments upon customer request
• Periodic agency audits to confirm compliance to code of conduct and other
  requirements
• Issuance of Bank Security Cheque and Cash receipt to collection staff for restructure/settlement.
• To take up additional responsibilities that are specified from time to time and other activities as advised by line Manager

Executive Assistant

• Provide efficient personal assistance and correspondence support to EVP of Collection & Recovery department, routing correspondence as necessary and taking initiative in drafting replies, where appropriate, to ensure that all communications are dealt with appropriately.
• Prepare and process all types of Collection employee relations documents, including promotions, transfers, salary certificates, contract renewal, and salary adjustments in compliance with approved guidelines and policies.
• Carry out all administrative and operation work of the department involving human resources functions and maintains related records.
• Facilitate new employee joining formalities.
• Managed confidential information: responsible for managing and maintaining confidential information related to Head pf Department work, such as contracts, financial reports, and strategic plans.
• Resolve employee queries and grievances and ensure optimal employee relations and conditions.
• Responsible for proper documentation of employee files and retrieving them as needed.
• Responsible for all security items held under my custody and assure to obtain all proof of delivery as per bank policy and procedure.
• Drafting correspondence and reports: will be responsible for drafting correspondence, Department Communications ,reports, and other documents on behalf of Head of the department, ensuring that they are professional and accurate.
• Order and maintain office supplies, ensuring availability and proper inventory management.
• Coordinate with vendors and service providers for office equipment maintenance and repairs.
• Assist in coordination of Department events and functions

• Ensure all queries received by internal or external customers are resolved and logged in system.
• Addressed customer service overflow to reduce complaints.
• Developed process improvements and offered actionable solutions to correct recurring issues.
• Managed team workload to reach targets for specific tasks.
• Worked with customer service representatives to handle escalated customer issues.
• Built strong relationships with customers through positive attitude and attentive response.
• Generated reports detailing findings and recommendations.
• Collected, arranged, and input information into database system.
• Conducted regular reviews of operations and identified areas for improvement.
• Coached new team members on service techniques and provided scoring through quality assurance program.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
• Escalated issues to proper supervisors when standard processes were not effective.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
• Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Met customer call guidelines for service levels, handle time and productivity.
• Liaised with Card Center Operation, marketing, and management teams to develop solutions and accomplish shared objectives.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Maintained up-to-date knowledge of product and service changes.
• Developed and updated databases to handle customer data.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Interact with customers over phone to understand their banking needs
• Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating customer where applicable
• Cross sell different products or services for customers
• Report any fraudulent emails / calls or suspected incidents immediately to supervisor / other responsible departments
• Conducted surveys to determine customer opinion of products and services.
• Ensured that priority and prompt attention is given when proper record is maintained
• Responded to customer inquiries and queries to provide thorough and speedy resolutions.
• Resolved service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered prompt service to prioritize customer needs.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.