Rawan Montaser

• Collected fees for tuition, sports, and after-school extracurricular activities, ensuring timely follow-ups on unpaid balances.

• Issued invoices and reminders to parents, maintaining consistent communication to facilitate payments.

• Prepared and provided detailed accounts receivable reports to the Finance Manager (FM).

• Maintained accurate student fee records and updated logs of bounced cheques, alerting management to potential bad debts.

• Tracked post-dated cheques, ensuring timely deposits to the bank to meet financial deadlines.

• Disbursed approved petty cash and maintained accurate and up-to-date petty cash accounts.

• Monitored and reported fee collections across multiple payment channels, including online transactions, cheques, credit cards, and cash.

• Assisted in implementing and maintaining internal financial controls and procedures to ensure compliance and operational efficiency.

• Engaging with customers by promptly addressing their account inquiries and providing assistance with updates to ensure their needs were met effectively.
• Processes range of customer transactions, such as loan payments, safe deposit box services, and cheque-cashing, ensuring accuracy and efficiency in all financial interactions.
• Actively recommending and promoted bank products and services to both current and potential customers, leveraging deep understanding of their financial requirements to offer tailored solutions.
• Contributed to business growth by cross-selling products whenever suitable opportunities arose.

• Managed high volumes of inbound and outbound calls, ensuring timely resolution of customer inquiries.

• Identified customer needs, clarified information, and seized upselling opportunities to drive product adoption.

• Engaged with customers to address account inquiries and provide updates, ensuring high customer satisfaction.

• Transitioned to a chat-based support role in the last four months, effectively managing customer interactions through digital channels.

• Assigned to quality assurance tasks since September 2019, including:

• Conducting evaluations to identify performance gaps and implementing corrective actions.

• Supporting a team of 30 employees by answering questions and providing mentoring.

• Performing call monitoring and generating trend data, quality reports, and actionable feedback for managers.

• Coordinating and facilitating call calibration sessions to ensure consistent service delivery.