CUSTOMER SERVICE REPRESENTATIVE
EMIRATES NBD
Total years of experience :15 years, 6 Months
Ensuring customer satisfaction and high utilization of facilities including cross sell of various products within
• ENBD umbrella to maximum risk weighted returns
• Assist RMs in meeting set targets and generation of funded and non funded income as per assigned budgets
• Ensure top class customer service by coordinating with all units involved including trade finance Treasury OPC
branches etc to resolve customers
Handing with the customer cases, Helping the customers to get their point as like the below :
1. Deliver consistent customer service.
2. Ensure Quick and accurate customer service requests. .
3. Manage Customer queues efficiently.
4. Maintain high levels of service standards while dealing with customers.
5. Adherence to laid down policies & procedures.
6. All Exceptions/Deviations have to be immediately preferred to approving authority as per the delegation.
Tahseel is one of the largest, fastest growing, and fully licensed collection companies in the UAE, specializing in all
types of debt collection services ranging from delinquent accounts to write-off debts
RISK MANAGEMENT
▪ Debt Collection:
− Identified slow moving accounts and noting key details on the credit control system so that delinquent
debts could be escalated for case management
− Assumed the responsibility for chasing outstanding debts from customers and meeting collection
targets in order to maintain positive cash flow
− Provided support in managing the debtors book and ensured that the debt status is up to date and
accurate on data editor
MOSTAFA HAMDAN PAGE 3
RESUME
▪ Debt Recovery:
− Negotiated the return of unpaid debt
− Issued payment commitment letters
− Contacted customers regarding overdue accounts and determined reasons for non-payment
− Stratified collection activities to maximize cash receipts
− Issued dunning letters to overdue accounts
▪ Debt Management Plan:
− Managed the process of personal loan and credit cards debt recovery
− Maintained knowledge of banking products related to collection
− Tracked and traced customers through various techniques "particularly online tools"
▪ Debt Arbitration:
− Conducted personal visits to the customers workstations, HR Dept and residence to negotiate and
settle the cases (Field Visits)
− Implemented strict privacy policies that applied to all types of actions before, during, and after
settlement
− Adhered all our collection activities in strict compliance with local laws and international best practices
▪ Customer Services: Created a professional and friendly environment providing fast, flexible and efficient
service to our customers
▪ Performance Evaluation: Monitored individual effectiveness and performance
Accounts Payable/Receivables: Handled all the accounts payables and receivables
▪ Cash Management:
− Managed the responsibility of all daily closing of cash and credit transactions
− Dealt with all local and imported purchase bills
− Released the suppliers claims on a monthly basis
▪ Software Integration: Incorporated and entered journal entries from source documents in to software
▪ Bookkeeping: Maintained petty cash book
▪ Stock Control:
MOSTAFA HAMDAN PAGE 4
RESUME
− Controlled incoming/outgoing stock activities
− Devised and maintained records for all incoming and outgoing stock
▪ Debt Collection: Performed collection services on behalf of the organization from customers
▪ Inventory Management: Managed quantity and quality of stock
▪ Reporting Authority: Reported directly to the Financial Controller
▪ Financial Reporting: Prepared and analyzed the final accounts with the manager at the end of each month
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