Mostafa Hamooda
Dubai
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
11
11
years of professional experience
Work History
KYC Officer
BANQUE MISR
05.2023 - Current
- Update customers data for corporate and individual account's received through requests via email or through branches.
- Process RE-KYC request's for both corporate and individual bank customers.
- Identifying potential risk by screening account's through World check and central bank.
- Recognized for strong analytical skills, identifying trends and patterns in client data to inform risk assessment processes.
- Enhanced client onboarding process by streamlining KYC documentation collection and verification.
- Kept up-to-date with industry best practices and emerging trends in AML/KYC regulations, sharing findings with team members for continuous improvement initiatives.
- Reduced risk exposure by diligently reviewing client information for potential red flags and escalated issues as necessary.
- Mitigated operational risks by adhering to established guidelines when processing new account applications or updating existing records.
- Provided exceptional customer service during client interactions, addressing inquiries promptly while safeguarding sensitive information securely.
- Maintained accurate records of all client data, ensuring timely updates to reflect changes in risk profiles or regulatory requirements.
Customer Service Officer – Corporate
Banque Misr
03.2022 - 05.2023
- Handle onboarding of all corporate customers
- Complete customers KYC and legal documents
- Follow up with compliance and CPU for smooth onboarding of corporate accounts
- Signature verification for all transactions
- Handle all ADHOC requests for corporate clients ( add signatories, online requests, KYC update and opening sub accounts).
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Branch Admin Officer
BANQUE MISR
09.2021 - 03.2022
- Process all internal Cheques and transfers.
- Issuing manager cheques for all bank customers
- Recording all transactions promptly ,accurately and in compliance with the bank procedures
- Ensure customers are served speedily while receiving their requests
- Ensure compliance with all internal control and established policies and procedures
- Responsible for batch closing and saving the users at the end of the day
- Responsible for Egypt business operation by scanning the documents and following up the requests
- Responsible for collecting all auditing /internal control requirements related to branch operation.
- Register all branch staff attendance, leaves, keys and branch stamps.
- Processing all cheque book requests received in branch and online.
- Debit card and cheque book delivery to walk-in customer in branch.
- Processing financial transaction for the branch ( ATM feeding, Central bank Branch withdrawals, charges for statements, Iban certificates , cheque book requests and others).
Senior Call Center Agent
BANQUE Misr
02.2020 - 09.2021
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Manage and resolve customer complaints.
- Train all the new joiners on varies plat forms(FCUBS,Info view,card systems).
- Handled testing for online banking.
- Support QA Team to identify the areas of weakness of each team member and coach or train the member accordingly.
- Report weekly and monthly performance evaluation and corrective actions taken.
- Document all customer communication information according to standard operating procedures.
- Process customer applications
- Manage customer Contacts and emails with proper responses and follow ups.
Quality and Governance Executive
Emirates Islamic Bank
06.2019 - 12.2019
- Handle all retention activities for Takaful-products in line with the quality guidelines.
- Handle customer queries and complaints.
- Ensure that insurance applications are processed within the TAT agreed.
- Increased revenue through effective negotiation of contracts with clients.
- Perform call-back confirmation in order to assure customer understanding of products, terms and conditions in order to issue new policies.
Quality Consultant & Coordinator– Banca-Assurance
Rak Bank
10.2013 - 11.2019
- Review all Banca-assurance and make sure that they are in line with the quality guidelines.
- Handle customer queries, retention queries, Quality Assurance and translations.
- Quality Assurance for wealth management and telesales.
- Providing trainings for new joiners for the quality assurance process.
- Ensure that insurance applications are processed within the agreed TATs.
- Liaising with Insurance Providers by email and telephone calls for clearing customer queries and complaints.
- Review and validation of the life insurance policies and documentation.
- Performed Service calls and confirmation calls to customers.
- Assisted customers with policy document delivery.
- Retain customer through explaining policy and assist with inquiries through different channels.
Education
Bussiness Administration - Travelling And Tourism
Skyline University College
Sharjah, United Arab Emirates06.2012
Skills
o Experienced in Voice & Accent training
o Ability to work effectively in a team environment – adaptable, reliable with a strong ‘can do attitude’
o Strong banking products & services knowledge
o Strong creative skills, including the ability to generate new ideas
o Self-motivated, results driven with excellent attention to detail
o Strong analytical and problem-solving skills
o Proven ability to work in a team environment and to manage multiple, competing priorities simultaneously
o Good communication skills (written and verbal)
o Excellent presentation and communications skills
Timeline
KYC Officer
BANQUE MISR
05.2023 - Current
Customer Service Officer – Corporate
Banque Misr
03.2022 - 05.2023
Branch Admin Officer
BANQUE MISR
09.2021 - 03.2022
Senior Call Center Agent
BANQUE Misr
02.2020 - 09.2021
Quality and Governance Executive
Emirates Islamic Bank
06.2019 - 12.2019
Quality Consultant & Coordinator– Banca-Assurance
Rak Bank
10.2013 - 11.2019
Bussiness Administration - Travelling And Tourism
Skyline University College
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