SAIRA ABDUL AZIZ

Case Management Officer / Customer Service Officer,

• Advising on processes involving visa, licensing, registration, and compliance procedures utilizing salesforce. Additionally responsible for managing queries about company set up, process and costs in the DMCC Free zone,
• Communicating with other departments to sort client's issues regarding licensing, company set up, visas, office spaces, technical issues and more.
• Updating salesforce with the resolutions and follow ups.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Assisting on compliance related documentation.
• Queries explaining step by step process of service request.
• Aiding on priority and escalation relating to service requests.
• Assisting new agents with process knowledge and updates.
• Providing solutions and information towards commodities and community related queries.

• To source Al Khair / Sukuk products to the specified target market
• Making daily sales calls to existing and new clients
• Achieving monthly sales targets.
• Follow up on prospective clients.
• Visiting clients for a sales call.
• Making Weekly performance reports.

Liquidity and Cash Management.

• Worked with business teams to identify issues affecting financial results and profitability.
• Confidently handled customer enquires and transactions.
• Reviewed financial reports and recommended strategies to streamline operations, increase productivity and grow company profits.
• Detailed financial data in spreadsheets to identify trends and create revenue, profitability and expense forecasts.
• Maintained complete and accurate financial records following optimal accounting principles.
• Conduct client training on compliance, swift, straight through payments and other bank products.

Treasury and Wealth Management.

To process central bank payment
To Prepare Swift messages for manual payments.
Handling Insurance Policy and processing the same to
the fund provider in Zurich.
Periodic review of AML/KYC to avoid regulatory and
compliance obligation.

• Handling Credit Card Collection for Bucket 1 & 2
• Achieving daily call target
• Educating customers on non-payment of dues
• Reducing front-end flow to higher buckets
• Meeting customers that visiting the bank for solutions
• Offering settlement and restructuring of payments to clients
• Initiating police cases by preparing the dunning letter and sending it to the customers
• Working closely with the legal team
• Following up on customers with broken promises
• Skip tracing customers by calling the company or the home country's contact details
• Forecasting weekly and monthly targets
• Preparing daily performance reports and sharing them with the management
• Sending uncontainable and unwilling customers to third-party agencies
• Achieving monthly KPI targets.