GHADA CHAHLA

Main Responsibilities:

• Giving priority to customer satisfaction by consistently delivering fast, knowledgeable services for diverse banking needs and recommending solutions.
• Building working relationships by effectively responding to customer needs, resolving inquiries/ complaints in a positive, professional and timely manner.
• Developing new business by researching and analyzing community markets, calling on existing and potential clients and local businesses while prioritizing client needs
• Managing escalations with polite service and professionalism to satisfy needs and protect bank reputation.
• Advising customers on bank products, services and financial planning options.
• Helping customers open and close accounts, apply for loans and make sound financial decisions.
• Completing all functions related to opening and closing accounts, assisting customers with the appropriate selection of accounts and loans, taking applications, communicating decision to customer, and subsequently close and fund consumer loans
• Processing customer transactions and maintaining accurate records of transactions according to the Bank's policies and procedures including (BSA) Bank Secrecy Act requirements
• Helping customers understand and use technical tools such as mobile applications and online banking.
• Serving as digital expert with the ability to demonstrate above average knowledge of all digital channels in an effort to cross sell and expand existing relationships Proficient using technology smartphones, iPad, online banking, remote deposit capture, ATM deposits
• Follow-up with customers and internal departments to ensure that all documentation is received and in compliance with bank procedures
• Taking responsibility for branch and individual goals through engagement with the customers and prospective customers to present and cross sell products and solutions .
• Responding to incoming emails and calls by providing excellent client service
• Leading teammates by assisting branch management with coaching and training new associates on products and services
• Ability to effectively complete and pass all required quarterly/annual BSA training requirements

• Reviewed risk management database reports for compliance and fraud prevention.
• Directed reporting automation to reduce errors
• Supported development and implementation of approaches using automation to address risk and fraud by putting in place banks', correspondents' and dealers' limits and procedures for each unit related to the dealing room
• Constructed periodic reports and inspections to comply with all regulatory committees namely Central Bank Of Lebanon and The Capital Market Authority
• Reported on monthly trading activity and volumes for management teams.
• Managed and executed new accounts with international correspondents mainly regarding financial markets documentation such as ISDA Master Agreements, ISDA Credit Support Annexes, Global Master Repurchase Agreements
• Checked and communicated margin calls on a timely basis to counterparties associated with sales, purchases or loans for which collateral has been pledged
• Reviewed portfolios, identifying risk factors and determined methods to reduce delinquencies.
• Ensured reconciliation of Front Office operations before transfer to Back Office. Front Office operations related to Money Market, Fixed Income, Capital Markets, Foreign exchange ,Options, Swaps and futures.
• Maintained, monitored correct use of limits and margins by controlling client's exposure
• Solved client's complaints and requests
• Coordinated closely with compliance to ensure new accounts and their KYC follow the international standards in money laundering
• Oversaw filing systems and scanned documents to manage physical and electronic documents and information.

• Executed all Money Markets, Foreign Exchange and Equities operations of the Front Office
• Received and sent payments to correspondent banks related to Treasury, Foreign Exchange and Capital Markets by Swift.
• Received, controlled and executed corporate actions on equities
• Delivered, received equities and bonds against payment
• Reported to Finance, Treasury and Compliance on a daily, weekly and monthly basis
• Reconciled end of month statements with correspondents
• Maintained filing systems to organize operations and administration records.
• Supported office operations, managed client correspondence, tracked records and handled internal communications.
• Managed daily bookkeeping functions with attention to banking reconciliation and disbursements.

• Managed, maintained and controlled clients accounts and portfolios
• Provided excellent service and attention to customers
• Exceeded customer satisfaction by finding creative solutions to problems.
• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.

• Controlled Credit Approvals related to clients and Banks
• Inputted and monitored assigned credit limits to clients and banks
• Provided information on credit terms and conditions.
• Created and updated daily, monthly and yearly spreadsheets detailing latest information regarding doubtful accounts
• Analyzed and prepared existing borrower reports and reviews to track repayments and compliance with loan agreements.

• Managed monetary transactions, including deposits, withdrawals and credit card transactions.
• Set up and activated customer accounts.
• Responsible for the management of the ATM.
• Educated customers on special pricing opportunities and Bank offerings.
• Fielded customer complaints and queries, fast-tracking them for problem resolution.
• Trained new recruits
• Assisted in various administrative tasks