Heba Okasha Email & Phone Number

Cairo, Cairo Governorate, Eg

Egypt

Americana Plaza

· Provide customers with basic information on all Bank’s products/services to increase Customer awareness & ensure a high level of quality service.· Achieve assigned targets/volume/attrition/x-sell/deep-sell for the branch in both assets and liabilities to ensure that targets are met through walk-in, relationship building and depending of existing customer base and companies as well as new to bank clients in a transparent & ethical way.· Track customers’ inflows and outflows and contact customers to seek information on reasons for unexpected behaviors to maintain better-quality service level and meet set budgets.· Ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards TAT and bank service indicators (including wait time, telephone timeliness, reply to customer queries and messages etc.).· Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty· Prepare a daily sales report (DSR) including sales activities and call reports, share it with supervisor and branch head to track sales performance achievement versus budget and work on alternative plans when needed.· Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.· Introduce and promote alternate channels to customers to reduce traffic in branches.· Be attentive to any possible frauds/risks and provide feedback to direct supervisor for guidance and assistance.· Receive all relevant customer requests related to cheque book, credit & debit cards, TDs, CDs..etc. check their validity and send to related departments for completion.Complies with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct

- handle the interviews and applications of the foreign refugees and immigrants- calculate and follow up fees and fines- coordination between immigration and citizenship department with the ministry of interior- update immigration and residency procedure handbook- act as the first point of contact with relevant to all immigration, passports, and residency issues

Cairo, Egypt

- Preparing entry Visa for out comers.- Preparing travel documentations for travelers.- Reserving hotels & preparing payments for them.- Receiving foreigners’ complains & manage them.- Organizing tours & events for foreigners.- Managing, organizing & updating company documentary to provide readily available information and illustrating them using excel charts & tables.

Master Of Business Administration - Mba, Finance, General, 3.81

Very Good, Business Information System, 3.36