Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic
Mohamed Boumchita

Mohamed Boumchita

Dubai

Summary

- Proactive, Well-organized, and professional customer experience officer with over 10 years of experience in the banking and financial industry, committed to providing excellent customer service and tailored financial solutions to new and existing customers to improve customer retention and drive business results.

- Proficient in digital banking tools and CRM systems , emphasizing KYC compliance and regulatory adherence. Expertise in data management, contract agreements, and negotiations. Multilingual communicator with exceptional interpersonal skills, capable of establishing strong client connections. Demonstrated ability to resolve customer complaints effectively, utilizing analytical thinking and empathy to support team and organizational development.


Overview

12
12
years of professional experience
3
3
Languages

Work History

Customer Experience Officer

RAKBANK - National Bank of Ras Al-Khaimah
Dubai
10.2024 - Current
  • Greeted customers professionally upon entry, providing high-quality service with precision.
  • Identified customer needs, addressing inquiries about accounts, loans, cards, mortgages, and services.
  • Educated customers on digital tools, mobile applications, and Email channels for personal, business, and corporate banking.
  • Process customer service requests related to customer accounts, cards, loans or deposits (e.g., Account opening/ closure, debit card/credit card services, statements request, Digital access card issuance and PIN reissue, cheques book requests, LC & NLC, electronic or internal funds transfer, standing instructions requests, CC or loan settlement, Trade finance, WPS services, KYC update, Profile change, etc.
  • Process Home mortgage customers (e.g., Partial or Full settlement, Tenure change, Due date change, NOC requests, Liability certificates, Rate review requests, Statements, and Title deed requests, etc.
  • Promoted bank products and services, cross-selling based on individual customer requirements.
  • Resolved customer issues promptly to foster satisfaction and loyalty.
  • Conducted feedback surveys to gather insights for enhancing service quality.
  • Collaborated closely with team members and other departments to ensure adherence to banking policies and regulations.
  • Conducted regular follow-up calls for improved customer retention rates.

Customer Service Executive

Dubai Islamic Bank
10.2023 - 09.2024
  • Act as the primary point of contact for customers and serve them by providing product and service information via phone, email, and face-to-face interactions.
  • Perform day-to-day transactions related to the CRM operations to meet customers and provide them with needed support.
  • Address and resolve customer complaints and concerns with proactive problem-solving and analysis.
  • Assist customers in opening, managing, closing, and optimizing their bank accounts/account balances, account maintenance activity, statement information, refunds, reconciliation, clearance letters, and other related products and services.
  • Prepare and manage documents and client account management, negotiate contracts and agreements with accuracy and attention, and provide smooth onboarding services.
  • Identify and develop new business opportunities, expand existing customer bases, and promote customized financial solutions (like PF, AF, Mortgage, Investment Deposits, Wealth management)
  • Review and validate customer documentation, including FATCA CRS Self-Certifications and KYC documents, input customer data into the bank CRM, and conduct follow-up communication in case of any discrepancies.
  • Build positive customer rapport and loyalty through friendly, professional communication for long-term relationships.
  • Improved customer satisfaction by addressing and resolving complaints swiftly.

Sr. Sales & Customer Relations Officer

AAFAQ Islamic Finance PJSC
09.2015 - 09.2023
  • Facilitated first-class customer service by greeting customers and addressing inquiries promptly.
  • Managed high-volume queries effectively through prioritization and multitasking.
  • Processed financial transactions, including Labor guarantees issuance and refund, WPS registration and payments, Dubai Economy payments, E-wallet, prepaid, and credit card transactions.
  • Cross-sell company products and services to retail customers and propose tailored financial solutions for SME customers, like Sahobat investment deposit, Wakala deposit, and trade license finance.
  • Resolved customer complaints by providing tailored solutions to enhance satisfaction.
  • Guided customers in selecting suitable products based on their needs and educated them on digital application usage.
  • Cultivated relationships with new and existing customers to foster loyalty and long-term business Win-Win relationship.

Call Center Representative

Emirates NBD by Tanfeeth
09.2013 - 08.2015
  • Handling large amounts of incoming calls from customers (over 70 customers call per day) providing timely and accurate responses to their inquiries.
  • Listening carefully to customers, noting information, and asking questions to determine the nature of the problem or query.
  • Assisting customers with online and phone banking issues.
  • Providing clients with the information asked for accurately and professionally regarding products, Services, cards, or accounts.
  • Identifying and escalating complex issues to the appropriate department.

Education

Associate of Arts - English Language And Literature

University My Ismail, Faculty of Arts & Human Sciences
Meknes, Morocco
04.2001 -

High School Diploma -

Princess Amina H.S
Meknes, Morocco
04.2001 -

Skills

  • Exceptional Customer Service and Communication

  • Product and Service Knowledge

  • Fluency in multiple languages

  • Account Management

  • Agreements Negotiations

  • Complaint management

  • Problem resolution

  • Empathy and Emotional Intelligence

  • AML Compliance and Fraud Awareness

  • KYC Knowledge

  • Financial Analysis

  • Sales Support

  • Client Interaction

  • Data Management

  • Customer Rapport and Loyalty

  • Time Management / Multitasking

  • Attention to detail

  • Staff Training and Mentorship

  • Digital Payments

Accomplishments

  • Awarded the best service performance DSES (Dubai Service Excellence Scheme) Years 2017, 2021 & 2022 with a score of 100%
  • Promoted to acting Area Supervisor and managed 15-16 CSRs.
  • The Best Employee of the Month (Sep 2017 & Jan 2018)
  • Top Retail Sales Performer (Sep 2022)

Additional Information

  • Strategic Customer Service with RPA & AI Certificate, HRDC Institute
  • Compliance Foundations, Compliance & Conduct, DIB Bank
  • Fraud Awareness certificate, DIB Bank
  • AML Anti Money Laundering and Terrorist Financing
  • Building Sales Culture Training Completion, Aafaq Islamic Finance
  • Art of Cross-Selling, Emirates Institute for Banking & Financial Studies
  • Analytical Thinking & Problem-Solving, Mentor Global Consultants
  • Customer Service Excellence, Aafaq Islamic Finance
  • Consumer Protection Awareness, Mentor Global Consultants
  • Business English, Mentor Global Consultants

Timeline

Customer Experience Officer

RAKBANK - National Bank of Ras Al-Khaimah
10.2024 - Current

Customer Service Executive

Dubai Islamic Bank
10.2023 - 09.2024

Sr. Sales & Customer Relations Officer

AAFAQ Islamic Finance PJSC
09.2015 - 09.2023

Call Center Representative

Emirates NBD by Tanfeeth
09.2013 - 08.2015

Associate of Arts - English Language And Literature

University My Ismail, Faculty of Arts & Human Sciences
04.2001 -

High School Diploma -

Princess Amina H.S
04.2001 -

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Mohamed Boumchita