Michael Alvarez Email and Phone Number

* Support internal and external customers with inquiries and complaints regarding financial products and services.* Provide subject matter expertise and interpretation of procedures to less experienced bankers/csr * Present recommendations for resolving escalated inquiries and complaints, and exercise some independent judgement while developing understanding of transaction quality or deficiencies, risk, and investigative steps to recommend solutions.* Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions.* Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system, to ensure customer issues are addressed while maintaining compliance with external and internal company requirements and standards.* Interact with internal and external customers to respond to the raised concerns, as well as determine the appropriate course of action.

* Support financial products and services.* Perform moderately complex customer support tasks.* Identify opportunities to improve customer service experience and offer ideas to resolve internal and external customers issues to provide first call resolution.* Interact with the customer service team on complex related issues.* Provide training on policies and procedures, and provide guidance to less experienced individuals, as wells as internal and external customers.

* Support financial products and services.* Perform moderately complex customer support tasks.

* Seek out new clients and develop clientele by networking to find new customers and generate lists of prospective clients. * Develop prospects from customers, referral leads, or sales and trade meetings.* Contact prospective customers to present information and explain available services.* Calculate premiums, present the proposed premiums and establish payment method.* Perform administrative tasks, such as maintaining records and handling policy renewals.

* Conduct thorough investigation into complaints and implement effective resolution strategies to resolve the customer concern via chat, email and phone call.* Manage accounts for Sheikh and Notables and Prestige account holders and ensures accuracy of records.* Discuss a suitable course of action after investigation with the customer.* Work closely with various departments to ensure issues are resolved and feedback is shared.* Ensure compliance with regulatory requirements related complaints and make sure that all customer complaint information is accurately recorded and tracked.

* Oversee newly hired CSR's during their on-boarding training and assist with product and process related concerns.* Provide coaching/real time feedback to improve performance and prepare new hires on their transition from training to BAU operations.* Provide expertise to less experienced CSR's in simplifying process related concerns.* Handles complaints and escalations to address any urgent and complex issues or settle any disputes.* Provide recommendation on process improvements and close collaborate with upper management to help improve performance.

* Manage telephone calls professionally, efficiently and with good communication skills. * Diagnose and resolved technical hardware and network related issues for mobile phones. * Attend to customer questions, complaints and facilitate satisfactory resolution.

* Supports installation and configuration of printer’s hardware and software. * Diagnose and resolved technical hardware and software issues, and offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business.

* Responsible in assisting customers in booking their flight and hotel reservations.* Assist customers for any flight changes whether airline or customers decision.* Assist customers in placing orders thru online.