Hani Alothman

Work in (Retail Banking) customer service and cashier
Work in (Operations Division) monitoring and reviewing the
operations carried out through the branches

Work in (Trading and Finance) since the establishment of the
division in financing operations

Work in (Channels Support Department) since the establishment of the bank in financing operations.
Work in (Customer Experience and Quality Department) since
the establishment of customer care:

• Receiving customer complaints through the bank’s channels.
• Creating customer complaints in the bank’s system at the time of receipt.
• Provide the customer with a complaint reference number by text message.
• Ensure that complaints are classified and directed to the relevant departments.
• Follow up on customer complaints and escalate them if there is a delay in closing.
• Ensure the accuracy and integrity of the complaint processing also the availability of relevant documents, if any.
• Communicate with the customer and inform them of the results of complaint.
• Re-opening the complaint when the customer is not satisfied with the result of processing.
• Analyzing all types of customer complaints submitted.
• Holding meetings, discussing customer complaints, and following up on plans to correct them.
• Finding appropriate and radical solutions to customer complaints to ensure that they do not occur or reoccur.
• Create a control panel to monitor all data related to the customer complaints system.
• Preparing daily reports to classify customer complaints.
• Preparing weekly reports on the results of handling customer complaints.
• Preparing monthly reports on customer complaints and discussing them with the relevant departments.
• Preparing quarterly reports detailing all customer complaints.
• Measuring the customer experience and collecting interactions since the beginning of the relationship with the bank.
• Measuring the level of quality of services and products provided to customers.
• Measuring the level of customer satisfaction with the services and products.
• Measure the extent of employees’ awareness of the services and products.
• Follow the bank’s social media sites to evaluate the level of services.
• Preparing the highest quality standards to be applied when providing services and products,
• Evaluating the application of quality standards in the bank’s branches.
• Follow up on mystery shopper visits and ensure that standards are implemented.
• Listen to phone calls and measure the quality of conversations and responses.
• Preparing mystery shopper reports for all regions of the Kingdom.
• Providing advice and guidance to the level of banking culture among customers.
• Increase awareness about taking caution when carrying out banking transactions.
• Educating customers about the dangers of irregular businesses to avoid scams.
• Sending awareness messages to customers through the bank’s various channels.
• Sending awareness messages to employees to activate the employee’s role in spreading financial culture.
• Educating customers by participating in activities and events implemented by the bank.
• Providing credit consultations on the bank’s products through credit advisor.
• Explain the benefits and risks of services and products provided to customers through available channels.
• Holding workshops for front-line to clarify the goals and concept of customer experiences.
• Visiting bank branches and qualifying the employees to carry out the role of awareness and education.
• Preparing monthly reports showing all roles and tasks carried out during the period.