Abdul Rahman Nouri
Federal Way
Summary
Results-driven banking professional with extensive managerial experience as a Branch Manager at various commercial banks. Demonstrated expertise in leading teams, optimizing operational efficiency, and providing exceptional customer service. Adept at cultivating strong client relationships, exceeding sales targets, and ensuring adherence to regulatory standards.
Overview
16
16
years of professional experience
Work History
Client Community Outreach Coordinator
LUTHERAN COMMUNITY SERVICES NORTH WEST
01.2023 - 01.2024
- Develop and plan content for cultural engagement trainings
- Coordinate 'Learning from Experience' workshops to help assimilate clients to life in the United States
- Develop and sustain relationships with outside stakeholders for appropriate engagement opportunities
- Collaborate and strengthen relationships with community partners and agencies
- Implement administrative practices that ensure quality, accurate, confidential participant record keeping, and safe service delivery
- Coordinate quarterly 'Know your Rights' orientations
- Research, compile accurate and traceable data, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies in a timely manner
- Plan and execute cultural exposure events every 6 months
- Promote relationship-building within LCSNW
- Participate and partner with other LCSNW programs in support of crossprogram dialogues that promote strategic planning across areas of service
- Responsible for representing program at partner community meetings on a regular basis
- Provide individual and group case consultation, i.e
- Orientations, cultural integration and etc
- As and if needed
Manager Branch Operation
AIB Bank
01.2015 - 01.2021
- Managed the Branch in order to meet the financial services needs of customers in the assigned community market area as follows:
- Worked with retail management in establishing growth, sales, and profit objectives for the bank; provides input to these objectives and to the manner in which performance will be measured and controlled
- Ensured that the branch was properly staffed and staffs were trained to meet customer service needs as well as sales objectives
- Made certain that all branch operations are performed in accordance with established Bank policies and procedures, either directly or through appropriate supervisor, e.g., balancing, control of vault cash, etc.; makes recommendations for changes/improvements as appropriate
- Monitor overdrawn checking accounts and delinquencies
- Communicates with HO office departments to assist in answering questions and resolving issues
- Made certain that all customer service personnel are adequately trained both with respect to product knowledge and selling techniques
- Ensures that all sales and customer service reporting information is provided on a timely basis
- Conducts regularly scheduled (at least twice a month) sales and customer service meetings; actively encourages staff to build customer relationships
- Responsible for expanding the lending & deposit portfolio of the branch with quality new businesses
- Manages and supervises recording of static data and customer data
- Manages and supervises the purchasing of various supplies
Branch Manager
Afghanistan Commercial Bank
01.2009 - 01.2015
- Supervise branch staff, including coaching, development and discipline to help meet sales goals, strict adherence to policies and procedures, and to provide exceptional customer service, with staff level based on branch staffing model
- Approve paid time off, create schedules for staff and assure staff hours/staff costs are within established criteria
- Process loan applications; pursuant to authority, policy and procedure
- Prepare accurate reports as requested by management
- Handle customer complaints and inquiries
- Maintain a strong, visible and positive presence in the community through involvement in community events and clubs
- Comply with all bank policies, regulations, and laws applicable to carrying out duties and responsibilities
Customer Services Officer
BRAC Afghanistan Bank
01.2008 - 01.2009
- Handle inbound customer calls in a courteous, timely, and professional manner - including email and live chat
- Listen to customers, understand their needs, and resolve customer issues
- Escalate customer issues to the appropriate staff and managerial for resolution as needed
- Ensure first call resolution through problems solving and effective call handling
- Follow the processes of the Client program and perform all tasks in a courteous and professional manner
- Utilize knowledge base and training to accurately answer customer questions
- Create and maintain customer CRM records with accurate call details
- Accurately document call resolution in appropriate systems
- Strictly follow client process for handling financial issues and inquiries
- Comply with requirements surrounding confidential information and personal information
- Follow all required scripts, policies, and procedures
- Adhere to all attendance and work schedule requirements including all scheduled training
Education
BACHELOR OF BUSINESS ADMINSTRATION -
Rana University
Kabul, Afghanistan01.2018
Skills
- High Communication Skills
- Banking Branch Management Skills
- Customer Services Excellence
- Organizational Skills
- Reading
- Interviewing
- Art
- Gym
- Travel
- Complaint handling
- Team collaboration
- Decision-making
- Time management
- Customer service
- Team leadership
- Verbal and written communication
- Complex Problem-solving
- Operations management
- Cross-functional teamwork
- Project management
Languages
Hindi
Professional Working
Persian
Native or Bilingual
English
Full Professional
Arabic
Limited Working
Timeline
Client Community Outreach Coordinator
LUTHERAN COMMUNITY SERVICES NORTH WEST
01.2023 - 01.2024
Manager Branch Operation
AIB Bank
01.2015 - 01.2021
Branch Manager
Afghanistan Commercial Bank
01.2009 - 01.2015
Customer Services Officer
BRAC Afghanistan Bank
01.2008 - 01.2009
BACHELOR OF BUSINESS ADMINSTRATION -
Rana University
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