 Being responsible of the following:
• Respond to high segments critical inbound calls (priority, business, VIP, and private banking) and provide an excellent customer experience in each call.
• Follow up and escalate cases to various departments to ensure all cases resolved within time.
• Provide detailed and advanced assistance regarding the bank’s products and processes.
• Initiate call-outs pertaining to customer satisfaction and first call resolution to better the future service.
• Achieve maximum satisfaction rate as per the monthly KPI grid.
• Provide financial solutions by offering bank’s products and features to the customers.
• Work within a team showing an advanced team player skills which will help achieving the team’s monthly target.
• Coordinate with area managers, relationship managers, and other teams to resolve long standing queries.

 Being responsible of the following:
• Explain the organization’s products, services, and details of the organization’s technology to internal and external customers by way of telephone communication and heavy electronic mail communication.
• Handle complaints while maintaining a professional, friendly demeanor and satisfying inquiries of the customer(s), exceeding the expectations of each customer.
• Extensive knowledge of the company and services provided in order to respond to inquiries.
• Understanding the intricacies of the company’s technologies.
• Properly and accurately communicating and documenting the needs and concerns of the customer.
 Key Achievements:
• Within only the first six months of joining the company I became number one agent worldwide in successfully resolving customers issues and fulfilling their requests (based on the reports generated by our Zendesk ticketing system).

• 5 Months Project

 Main Duties and Responsibilities:
• Assess the credit memo provided by the RM and make sure it is accurate and supported by required documents.
• Assess the credit process and analyze the qualification and solvency of the finance seeker, and the cash flows and the economic feasibility of projects to be financed in a neutral manner that would help the credit committee in decision-making.
• Ensure that the credit study comply with work procedures and policies of the bank.
• Assess financial risks, market risks, and management risks through the results of Moody’s, identify deviations and positive or negative indicators, and comment on them in a neutral manner.
• Clarify and identify weaknesses corresponding strengths in the financial and credit process and justifications for recommendations submitted to credit committees.
• Conduct market research and collect economic and financial data needed and reflect the results of the initial collection, then provide the recommendations to inform the credit committees.
 Key Achievements:
• Played a major role during implementation and testing phases of CLOS (Commercial Loans Origination System), which is a new system that was built to reduce time for the credit process and invent a paperless environment. Plus, I conducted training sessions for the bank employees on how to use the system.

 Main Duties and Responsibilities:
• Collect and analyze data required for the strategic planning process, in order to provide management with needed information for identifying future strategic directions.
• Take part in process, to identify the internal strengths and weaknesses and external opportunities and threats for the bank’s sectors and work centers (SWOT analysis).
• Take part in the preparation of the bank’s overall plan, to be adopted by the board of directors.
• Prepare operational plans for the departments and ensure their coherence with the bank’s overall strategic plan.
• Monitor the performance of sectors to ensure achievement of the objectives and submit the quarterly performance report.
• Take part in the suggestion of correctional plans and programs.
• Keep up to date on research and studies pertaining to strategic planning.
 Key Achievements:
• I was a member of the team who built the 3 years strategic plan for the housing bank for the period of 2013-2016.

 Main Duties and Responsibilities:
• Meet the annual target by selling and cross-selling the bank’s services and products.
• Contact customers through different channels (phone, email, and face to face) for marketing purpose.
• Handling customer’s issues and complaints, and go through the escalation process if needed.
• Studying and analyzing the customer's financial situation for loans approval.
• Issuing and following up Letter of Credit (L/C) and Letter of Guarantee (L/G).
• Ordering and solving issues related to cards (credit, debit, and prepaid).
• Follow up customers for installments.
 Key Achievements:
• Achieved and exceeded annual sales target for years 2008, 2009, 2010, and 2011.
• Our branch was awarded for being one of the top 3 branches in sales achievement and customer service performance for the year 2009 competing with around 120 branches.

 Main Duties and Responsibilities:
• Designing, using language-learning techniques, and preparing instructional teaching aids for Arabic classes of five adult American Peace Corps Trainees.
• Serving as a language and cultural resource and interacting with trainees and Jordanian host families in villages and facilitate communication.

I was listed on the "List of Outstanding Students" of the university.