Alaa Kassem

Experience

• 

  Citibank

  Sept 2000 - Feb 2007

  -Supervise and assist in servicing the customers in the cash counter area and to ensure efficient and friendly delivery of service without prejudicing adherence to bank’s policies and regulations. Maintain acceptable control on operations and procedures of the branch.-Satisfies customer needs and approaches them as service enhancemen ensures appropriate referrals are made to CSRs.-Describes, demonstrates branch zones and all distribution channels to new existing customers and leads CSR team in educating customer in best ways of using the bank –i.e. CitiPhone/ATM education.-Thorough understanding of the branch sales process and how to leverage CSR referrals to contribute to branch profitability.-Flexibility, including willingness to work flexible schedule.-Capacity planning/scheduling for large branch including non-banking hours required. عرض أقل •Service the customers in the cash counter area and ensure efficient and friendly delivery of service.•Performs financial and service transactions for all customers (deposits, withdrawals., draft issuance, payment order (mutual funds, time deposits etc.), FX transactions,Travellers Cheques purchase/sales, clearing of cheques, safety boxes charges, CAT cash entries, investigations) in an efficient and effective way.•Ensures the adherence of A&P, Central Bank local requirements and standard operating procedures.•Describes and/or demonstrates the use of all distribution channels (ATMs, Citiphone, Card Reader).•Actively delivers a superior customet experience.•Ensures the safety and soundness of customers' and Citibank's assets.•Is responsible for control and operating lssues.•Train/coach Junior Tellers. عرض أقل •Make sure that the verification process flows smoothly and that risk are mitigated & minimized.•Ensures that the daily visits are done by phone sample checks•Evaluate quality of visits done and confirm judgement of each verifier by visit checks for verified companies.•Maintains a line of communication between External Verification and other units to ensure that all the team is aware of product, policy or service updates.•Measure employee performance using MIS of external verification that involved # of appl. received, visits, done and no. of rejection, cancellation for each verifier.•Measure capacity of each area using Areas Sheet. •Provide feedback to External Verification Head on problem incidence including immediate alerting in case of serious issues.•Handles External Tracking Sheet to make sure that turnaround time for applications equal the expected turnaround time.•Coordinate with verifiers their daily work to achieve the highest possible efficiency level.•Communicate any problems that clients may have to External Verification Head.•Give a positive impression about Citibank by maintaining a professional attitude with the client at all times.•Present clear answer to the potential client on any question that he/she may ask. عرض أقل

  • Cash & Operation Manager

    Sept 2004 - Feb 2007

  • Head Teller Cash & Operation Department

    Jun 2002 - Sept 2004

  • External Analyst Head(Credit Department)

    Sept 2000 - Jun 2002
• 

  Arab Bank

  Mar 2007 - May 2008

  Credit Analyst

  •Analyze retail customers' profiles to approve requested cash, Auto loans, and credit cards•Credit-score customers' financial positions to maintain acceptable leverage positions•Investigate employer and employee financial credibility to minimize potential bad loans•Analyze guarantor financial performance when required for certain loan categories•Develop an interest calculation method for issuing retail loans•Inquire about all clients, guarantors, and employers' credit positions at the Central Bank of Egypt (CBE)•Maintain a minimum percentage of delinquent clients of the total loans portfolio•Develop the Bank Credit Policy to professionally serve its retail products عرض أقل

• 

  Arabbank

  May 2008 - Sept 2012

  Consumer Credit Supervisor

  •Evaluating of applications to ensure compliance with credit policy and documentation criteria.•Meeting productivity targets without compromising credit quality.•Providing recommendations to improve credit and documentation requirement guidelines.•Developing and maintaining good working relationship and line of communication with counterparts in other departments to ensure that all the team is aware of product, policy and service updates.•Managing a team of credit analysts (providing continual guidance on-the-job training, ensure that team members productivity and quality standards are met).•Ensure compliance with Arab Bank policies and procedures.•Review the proposed deviation approvals based on strong profile of applicants that requires Credit Manager approval•Management a team of credit analyst عرض أقل

• 

  Arab Bank

  Oct 2012 - Dec 2018

  Consumer Credit Manager
• 

  Union National Bank Egypt

  Dec 2018 - Dec 2019

  Senior Vice President Retail Credit Division Head
• 

  EGBANK

  Dec 2019 - now

  Retail Credit and Microfinance Risk Head