Sura Ababneh
Customer Service Representative
Amman
Summary
Highly motivated and results-oriented Customer Service Representative with 9 years of experience in the commercial banking industry. Skilled in building strong client relationships, resolving inquiries efficiently, and exceeding customer expectations. Proven ability to manage multiple tasks effectively, collaborate with colleagues, and contribute to a positive and productive work environment. Passionate about environment and youth development, actively volunteering with INJAZ to empower young people with entrepreneurial skills.
Overview
11
11
years of professional experience
1
1
Language
Work History
Customer Service Representative
Jordan Commercial Bank
Amman
05.2013 - 10.2021
- Onboarded new clients by efficiently guiding them through account opening process, resulting in a 20% reduction in onboarding time
- Managed client bank accounts, including opening, closing, overseeing transactions, and ensuring regulatory compliance
- Analyzed and resolved client queries and complaints, achieving 95% customer satisfaction ratings
- Evaluated and authorized overdrafts and loans, ensuring adherence to bank policies and responsible lending practices
- Presented and cross-sold banking products and services, fostering positive client relationships and revenue growth
- Collaborated with other banking professionals, (e.g., loan specialists, investment advisors) to deliver a comprehensive and high-quality client experience
- Leveraged technical knowledge of banking systems to streamline client onboarding and account management processes
- Monitored customer complaints on social media and proactively reached out to provide solutions
- Documented customer interactions and technical issues within internal databases
- Contributed to continuous improvement by sharing feature requests and effective solutions with bank team
- Informed clients about new features and functionalities, enhancing their banking experience
- Followed up with clients to ensure their concerns were addressed and gathered feedback to improve service quality
- Assisted in training new customer service representatives, fostering knowledge transfer and consistent service delivery.
Entrepreneurship Education Volunteer
01.2021 - Current
- Empowered high school students to launch their own businesses by delivering workshops on project selection, strategy development, business launch, and project management
- Mentored students throughout the business development process, fostering financial literacy and entrepreneurial thinking.
Event Coordinator & Discussion Participant
Eco Youth Jordan
01.2020 - Current
- Coordinated and managed environmental awareness events, collaborating with a team to increase community participation in sustainability efforts
- Actively participated in discussions with experts on climate change and environmental issues, fostering knowledge sharing within the organization
- Certificates
- Introduction to bank compliance and anti-money laundering (AML)
- Bank cards and electronic channels
- Internal control systems and its application to branch operations
- Internal control systems and its application to branch operations
- Cyber Security Workshop
- Participated in I am the Driver Program conducted by Ripple
Education
Bachelor of Science: Bachelor's Degree - Banking And Finance
Yarmouk University
2012
Skills
- Communication & Collaboration
- Time Management
- Client Relationship Building
- Active Listening
- Commercial Banking Software
- Business Administration
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
RemoteHybridOn-SiteImportant To Me
4-day work weekFlexible work hoursPersonal development programsTimeline
Entrepreneurship Education Volunteer
01.2021 - Current
Event Coordinator & Discussion Participant
Eco Youth Jordan
01.2020 - Current
Customer Service Representative
Jordan Commercial Bank
05.2013 - 10.2021
Bachelor of Science: Bachelor's Degree - Banking And Finance
Yarmouk University
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