Zaina Al Khater

• Offered friendly and efficient service to all customers, handled challenging situations with ease.
• Resolved problems, improved operations and provided exceptional service.
• Used coordination and planning skills to achieve results according to schedule.
• Increased customer satisfaction by resolving fraud issues.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Worked with VVIP customers to understand needs and provide excellent service.
• Presented new and additional products and services to existing customers.
• Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
• Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
• Keyed customer details, including contact information and payment data into system, carefully observing all corporate procedures related to confidentiality.
• Served customers in a friendly, efficient manner following outlined steps of service.
• Conducted research, gathered information from multiple sources and presented results.
• Assessed credit risk and analyzed financial statements.
• Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
• Gathered loan documentation for underwriting.
• Contacted customers and requested financial documentation.
• Reviewed customer files on regular basis to make sure receivables were in sound condition.
• Made decisions and recommendations about extending lines of credit.

• Prepared a variety of different written communications, reports and documents to ensure smooth operations.
• Used coordination and planning skills to achieve results according to schedule.
• Assisting Head of Sales in business development
• Develop a calling programs identifying and contacting Qatari Client who might take global custody from QNB.
• Position QNB as the domestic custodian of choice for local Qatari investors and international financial institutions.
• Develop a full service offering (brokerage and custody) aimed at local retail and institutional clients.

• Worked with clients to address and respond to client and partnership management issues.
• Processed customers requests for financial services per day, including reissuing statements, ordering additional checks and updating customer personal information in database.
• Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
• Built and maintained productive relationships with internal and external C-level executives to facilitate business success.
• Performed loan servicing functions to check compliance with applicable terms and conditions.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Opened, closed and updated accounts for customers.
• Conduct account annual review
• Prepare Mortgage loans agreements and Collateral agreements
• To review the technical aspects of a loan application and O/D facility ( Amounts, policy, client history) in order to provide a view of the applications strengths and weaknesses.
• Prepare annual account review and renewal All types of credit facilities.
• Assist RM as a second point of contact for their client.
• Use standardized process for preparing & evaluating credit proposals ensuring that all approved credits are within QNB's Credit Risk Strategy.
• Support Head of Private Banking in preparing a recommendation to expand, decline, or request further structuring/ guarantees/ Collaterals to the deal to minimize credit risk to meet QNB credit risk standards.
• 
  

Assist Private Bankers with account opening process:

• Prepare full account opening package

• Ensure account opening documents are duly filled and signed by client

• Ensure all required legal documents are provided by the client

Assist Private Bankers in client account management:

• Respond to Private Bankers requests and resolve account related problems.

• Credit card management, amendments and & Complaints

• Handling safe deposit lockers

• Handle all received transactions, requests, payments, standing orders & solve account related problems in an accurate manner to ensure client satisfaction and minimize complaints.

• Forward Private Bankers requests such as Credit Card requests (New, Replace, increase, decrease & any amendment) to the concerned departments and follow up with the respective departments for a timely and accurate execution.

• Open clients’ accounts and arrange for any amendment on the account, request for ATM, Chq Book…etc.

• Review transactions for compliance with policies

• Possess a superior knowledge of private banking activities, retail & corporate banking products and related risks together with a good knowledge of operations and controls.

• Identify related areas for self-professional development.

• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

▪Receive clients and determine inquiry/application type.

▪ Assist clients face to face, via phone, and email in a professional manner.

▪ Enter all orders and notes into a customer service database and direct to the concerned TCAD staff.

▪ Answer incoming telephone calls and route them to appropriate person-as per the first up system.

▪ Contribute to team effort by accomplishing related results as needed.

▪ Other tasks as assigned by management.