Amna Khanum

• Communicating with both existing and new customers on recorded line to provide detailed information of loan.
• Assisting customers who have applied for loan through Direct Sales agents across U.A.E
• Explaining the ROI, monthly installment and terms and conditions of Loan and additional charges if any!
• Maintaining confidential data of each customer
• Connecting with sales agents Managers to Prioritize the submitted files.
• Co-ordination with both customers and field officers to make sure the documents are collected and submitted accordingly.
• Following up on each case on regular basis to make sure cases are actively worked by credit department.
• If there is rejection of loan during Pre-screening, informing customers, reason and guiding them over liability maintenance or how one can reduce their DBR (Debt Burden Ratio)
• Dealing with Irate customers.
• Offering processing fee waiver or discounts on rate of interest.
• Seeking approval for price break for customers who demands for less Rate of Interest.
• Providing information once system generates i.e. Loan amount, Processing fee, Rate of Interest, tenor period, to customers who are eligible for loan.
• Re-directing Customers to Sales Agents who requests to call as per their convenience date or month that they plan to avail loan.
• Advising and re-directing Customers whose salary criteria do not match for loan as per CITI policies but can avail credit card
• Maintaining confidential records of customers who has submitted their documents to process loan application.
• Maintained up-to-date knowledge of industry regulations and compliance requirements to ensure adherence in all activities.
• Increased client satisfaction with timely and accurate responses to inquiries and concerns.
• Built and maintained relationships with new and existing clients while providing high level of expertise.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Educated and worked with clients on ROI terms to find accurate solutions.
• If there are any reinstates or incorrect rejections by underwriters, investigating customer file in details and taking necessary steps, and providing required documents to underwriters, follow up closely until right update is provided by them.
• Once loan is approved, Collecting PLDF, DDA and security cheques to book loan
• A final recap of loan information on recorded line for Documentation purpose.

• Training the doctors and the medical staff and the care team on how to use the module.
• Monthly or weekly follow-ups to check their stats or if they need any kind of assistance.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Educated clients on new products or services to increase customer engagement with brand. Monitored and analyzed customer feedback to identify opportunities for improvement.
• Maintained high client retention rate by providing exceptional customer service and anticipating clientEducation Accomplishments needs.
• Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
• Conducted regular account reviews to identify areas for improvement and ensure continued success.
• Monitored and analyzed customer feedback to identify opportunities for improvement.
• Actively participated in networking events within the industry, expanding professional connections and generating leads.
• Streamlined internal processes for better efficiency in account management tasks.
• Built relationships with customers and community to promote long term business growth.

• Act as the first POC for issues raised by the users / Functions for the contract IDs.
• Respond to queries raised by the users for their contract ID's.
• Information requests by searching, summarizing research results and compiling in requested format; escalate to supervisor as appropriate
• Become a subject matter expert for complex processes
• Document all new Tickets with appropriate solution or change in processes in the standard format and seek respond accordingly to the user / Functions
• May serve as technical and functional resource or super users to other team members
• Participate in process improvement initiatives or special projects as assigned
• Meet established goals and objectives.

• Safeguarded sensitive client information through diligent adherence to security protocols, preventing unauthorized access or breaches.
• Enhanced data entry speed and accuracy by mastering relevant software tools and techniques, increasing overall productivity.
• Developed strong relationships with clients through consistent professionalism, fostering trust and repeat business.
• Assisted in training new team members on company protocols, resulting in a more knowledgeable workforce and smoother transition periods.
• Contributed to ongoing process improvements by offering constructive feedback during team meetings and collaborating on solutions to shared challenges.
• Achieved consistently high performance ratings based on metrics such as error rate reduction, timely completion of tasks, and customer satisfaction levels.
• Maintained up-to-date knowledge of industry regulations, ensuring compliance throughout all aspects of transaction processing.
• Performed quality assurance checks and reported issues to management to discuss solutions.

• Implementing, advising and monitoring student activities
• Ensuring students receive statutory required training for their communication skills
• Designing and assessing training programme for students and staffs.
• Compiling and presenting information to the management about overall progress of the students training