Hicham Osman Email and Phone Number

Responsible for enhancing customer satisfaction and loyalty through handling concerns of all Agent Banking Company customers and stakeholders with the objective of improving the organization’s overall customer satisfaction ratings. KEY DUTIES AND RESPONSIBILITIES: 1. Develop and implement customer centric processes/enhancements to drive service usage. 2. Monitor the service satisfaction of member Banks by conducting internal / external Agent surveys, benchmarking the activities of major market players and cross-referencing market best practices 3. Review, dissect and rectify issues arising from complaints and / or regulatory requirement that may impact customer satisfaction and ABC’s reputation, whilst taking the opportunity to translate them into effective programme and process enhancement initiatives 4. Build and maintain profitable relationships with all stakeholders/clients. 5. Resolve customer complaints quickly and efficiently. 6. Keeping customers updated on the status of resolution of their key concerns/ complaints. the latest products to increase sales. 7. Prepare monthly customer service performance reports for all stakeholders.Organize and spearhead quarterly service review meetings with key stakeholders to understand the customers’ individual needs and address the same accordingly. 9. Expand the customer base by upselling and cross-selling. 10. Champion the use of CRM program amongst all stakeholders/ customers. 11. Knowing your competition and strategizing accordingly.

Probes for customer financial needs and recommends bank products and services Process deposits to customer accounts Process and properly record the sale of monetary instruments Acts in a supervisory capacity as necessary, using increased authority levels, above those of an entrylevel teller, to review and approve certain transactions May be cross trained on routine customer service representative and platform responsibilities in effort to aid the employee in offering a new experience or for business purposes Contributes to the efficient operation of the branch by performing or assisting with other branch duties such as maintaining branch vault cash, night deposit transactions, maintaining branch logs, opening and closing vault, settling and maintaining ATM Refers retail loan and deposit products Provides prompt, efficient and friendly service to Bank customers ensuring that all customer transactions are handled timely and accurately according to guidelines Balances cash drawer and maintains drawer within limits Assists other branch team members in non-primary assigned duties when necessary.