Siham El Rhazi

•Managing a large portfolio of more than one hundred Escrow accounts
with all the related activities from setting up the accounts, document
validation and processing all kinds of payments taking into
consideration the required approvals.
•Fully aware of the New RERA TAS system developments on facilitating the escrow stakeholders.
•Maintaining the reconciliation for all escrow projects and prepare the
reports within the agreed timeline and guidelines for the related real
estate regulatory agency, like RERA in Dubai, ARRA in Ajman, RAKIA in
Ras Al Khaimah and Abu Dhabi Municipality in Abu Dhabi.
•Check daily Transactions documents related to Developers, Unit
Management, Projects, Payments, Deposits, Unit Cancellation/Refund,
pending payments, and Retention transfer and ensure timely
processing.
•Work closely with relationship managers to help develop new business,
•maintain existing customers and work together to solve problems that
may arise on escrow file.
•Help generate new business and maintain good public relations with
existing customers. This may include attending business luncheons and
seminars for business development purposes.

- Monitoring of end to end process of outward and inward payment instructions from customers.

- Liaise with compliance with regarding payment and handling customer queries and relationships.

- Liaise with Central Bank of UAE on inward and outward cheques.

- Correspondence with foreign banks regarding customer queries.

- Accepting spectrum or hard currencies for onward Remittances/settlements & cash management.

- AML compliance

- Negotiating rates with mutual benefits.

- Inter-department coordination of remittances based on category ensuring accurate transmission.

- Internal reporting of daily activities and discrepancies if nay.

- Handling of corporate clients.

- WPS processing.

- Cross selling of allied products.

Front office Handling customer inquiries & complaints, Merchandising, Product marketing and creating brand awareness among the customers.

Operations Cash Management & all the back office operations (Credit & operations)

Management Staff management with skills of training & staff rotations, substitutions, Inter-Department coordination.

- Directly dealing with the customers either by telephone, electrically or face to face.

- Respond promptly to customer inquiries.

- Handle and resolve customer complaints.

- Obtain and evaluate all relevant information to handle inquiries and complaints.

- Perform customer verifications.

- Process orders, forms, applications and requests.

- Direct requests and unresolved issues to the designated resource.

- Keep records of customer interactions and transactions.

- Record details of inquiries, comments and complaints.

- Record details of actions taken.

- Communicate and coordinate with internal departments.

- Follow up on customer interactions.