Ferani
Associate Customer Relationship Officer
Medan
Summary
Solution-driven Associate Customer Relationship Officer with over 4 years of experience in maintaining & developing relationship with prime customers (are held responsible for approx 120 - 180 accounts). Exhibits exceptional skills for acquiring as well as analyzing the repayment capacity & cash flow projection for new debtors of housing loan, car leasing, and working capital loans. Comfortable working alone or with teams to accomplish certain service level needed. Elaborated with various divisions to ensure customers' needs are met while also quick to make sound judgement when negotiating with customers.
Overview
11
11
years of professional experience
Work History
Associate Customer Relationship Officer
PT Bank Central Asia, Tbk.
06.2023 - Current
- Assisted deputy branch manager in developing strategic initiatives aimed at increasing overall profitability by 10% monthly while maintaining excellent service standards. Strategy included strict weekly monitoring towards committed pipeline follow ups and by using exploratory data analysis on the prospectus further for other business needs.
- Collaborated with other departments such as appraisal, administrator, verification officer, and underwriter to ensure successful completion of loans within established deadlines & service level. Managed to increase service level from 60% to 80% for the last year together with the team.
- Assisted head of department to increase the score for "Customer Engagement" Survey which is held half-yearly from 4.7 for the first semester to 4.92 out of 5 points in the second semester by conducting shadow/ mock survey in advanced for customers and generated reports which result is as real as the federal survey in order to identify areas of improvement in services in advanced and did recovery visits for those needed.
- Boosted up the amount of loan referrals from operational team by using referral & affiliate program strategy. Increased a total of 15% more referrals than the previous year.
Assistant Account Officer
PT Bank Central Asia, Tbk.
10.2020 - 05.2023
- Collaborated with third party vendors to boost revenue in car sales while campaigning for humanity by hosting Blood Donor Event in 2022. Through the event, the amount of New Booking Car Loan contributed 10% towards the yearly KPI.
- Enhanced cross-selling opportunities by understanding customer needs and recommending relevant products or services.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Enhanced credit risk assessment by conducting thorough financial statement analysis and cash flow projections.
Trainee - Account Officer
PT Bank Central Asia
11.2019 - 09.2020
- Assisted seniors to provide exceptional customer service, resolving issues efficiently and maintaining positive client relationships.
- Managed to handle all of the analytic & administrative workload of a senior who suddenly took maternity leave and WFH during COVID'19 after only 3 months placement in the team and did an outstanding job without supervision.
Junior & Senior High School Tutor
Eureka Bimbingan Belajar
07.2013 - 05.2019
- Implemented creative problem-solving techniques in tutoring sessions to help students overcome obstacles in their academic journey.
- Encouraged collaborative learning among peers, strengthening overall group understanding of course material.
- Managed to send 13 out of 28 students to score distinction in Chemistry IGCSE and O-Level Test in 2018.
Education
Sarjana Teknik - Architectural Engineering
Universitas Sumatera Utara
Medan, Sumatera Utara 04.2001 -
Skills
Excellent Communication
Analytical Problem Solving
Risk Management
Relationship Building
Work without Supervision
Timeline
Associate Customer Relationship Officer
PT Bank Central Asia, Tbk.
06.2023 - Current
Assistant Account Officer
PT Bank Central Asia, Tbk.
10.2020 - 05.2023
Trainee - Account Officer
PT Bank Central Asia
11.2019 - 09.2020
Junior & Senior High School Tutor
Eureka Bimbingan Belajar
07.2013 - 05.2019
Sarjana Teknik - Architectural Engineering
Universitas Sumatera Utara
04.2001 -