Ashraf Hafez

Experience

• 

  Barclay's Bank

  Aug 2008 - Dec 2017

  • Assess a customer’s business through the analysis of Business and Credit risks associated with the provision of the Bank’s products and services to the customer. • Develop practical and appropriate credit solutions (i.e Lending recommendations to the sanctioning authority.• Preparation of credit packages with paper attachments for recommendations to the sanctioning authority• Responsible for managing financial information produced by customers• Monitor and control quality of portfolio using triggers stipulated in credit approvals in line with policies and internal guidelines.• Work in partnership with relationship managers on new and existing credit applications, providing guidance on credit appetite.• Ensure that turnaround time is maintained at satisfactory level and that service quality is extended to business partners and end customers at all times. • Support and contribute to specific industry focus as determined by the Corporate and Credit teams.• Attend customer meetings with the relationship manager if credit related issues are to be discussed/need to be resolved.• Work in partnership with colleague and proactively anticipate, respond and seek to exceed customers’ expectations.• Discussing with sanctioned triggers events if the give cause for concern, advising the relationship manager simultaneously and propose appropriate strategies.• Support in maximizing healthy corporate credit portfolio.• Responding to ad-hoc requests to ensure meeting customers’ needs, within bank regulations. Show less -Full responsibility for tracking the installment & reward project (production/Audit).-Handling all the maker / checker actions requests and complains related to credit card installments services & the credit card earned rewards.-Responsible for handling the daily GL reconciliations related to credit cards.-Handling the Supplementary cards creation process.-Handling the full issuance process for Barclays debit and credit cards during the migration period of the cards personalization vendor. -Participating in the monthly refreshment sessions and trainings related credit cards services.-Managing the service level agreements between the card operations and other departments regarding daily requests. -Responsible for making and updating such process and unit manuals.-Maintain a full training for Call center, activation team and branches to use Vision system as a tool to answer any inquiry or complain from customers.-Member of system testing team for any New implemented programs (UAT). Show less • Receive calls from Barclay's customers in Retail around service enquiries in an automated Call center environment.• Providing comprehensive services to the customers via telephone, and handling their incoming inquiries, Requests & Complaints, Pertaining to all Bank products. (Cash Loan, Auto Loan, Banking Accounts, Credit Cards/Debit Cards, Time Deposit & Certificates).• Maintains up to date knowledge of Products and Service features and related Procedures.• Ensures compliance of call resolution with appropriate policies and procedures.• Sells/Cross sells product and services and generates sales leads for other units to follow up on.• Sending complaints by manual forms & using by CRM (Customer Relation Management) to solve & follow complaints on system.• investigate to resolve all cases related for the banking retail.• Working with back office team (contacting with the customers & reply for mails from branches, collogues & other departments).• Trainer: Refreshment Training about: (Bank product & Complaint handling).• Handling Afternoon Shifts as a Shift Leader on Five Working days (Reporting with the Screen & Service Level, Coordinate Floor, Managing agent's breaks, Answer Escalated Calls, Training New agents & Handling Shift incidents. Show less

  • Senior Credit Risk Officer

    Jan 2015 - Dec 2017

  • Senior Cards Operation Officer

    Jan 2011 - Jan 2015

  • Call Center Shift Leader

    Aug 2008 - Dec 2010
• 

  Attijariwafa bank

  Jan 2018 - now

  Credit Risk Manager

  • Nominated Relationship Managers working with a defined portfolio of high value , complex & sophisticated customer connections, acting as the conduit to Credit for sanctioning purposes.•Develop practical and appropriate credit solutions (i.e. Lending structures) through understanding customer’s needs•Prepare & deliver high quality and consistent credit applications, making lending recommendations to the sanctioning authority•Monitor and control nominated accounts within designated portfolios.•Maintain data integrity of all approved credit facilities and periodically update financial information.•Ensure that turnaround time is maintained at satisfactory level and that service quality is extended to business partners and end customers at all times.•Monitor and Control quality of portfolio using triggers stipulated in credit approvals (where applicable) in line with policies and internal guidelines.•Discussing with Sanctioner trigger events if they give cause for concern, advising the Relationship Manager simultaneously and propose appropriate strategies.•Work in partnership with Relationship Managers on new and existing credit applications, providing guidance on credit appetite.• Deliver service in line with agreed business needs.• Work in partnership with colleagues and proactively anticipate, respond to and seek to exceed the expectations of customers.• Attend customer meetings with the Relationship Manager if credit related issues are to be discussed/need to be resolved.• Proactively contribute to embedding agreed change management initiatives in support of process and quality improvements, cost reductions.• Support and contribute to specific industry focus as determined by the Corporate and Credit teams. Show less