Underwriter specialist
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A performance-driven banking and financial services professional with over 5 years of experience across underwriting, credit risk, sales, and customer service within multinational banking and corporate environments. Proven expertise in retail credit assessment, risk mitigation,
regulatory compliance (CBE, AML, KYC), and customer advisory. Strong analytical mindset with hands-on experience in Oracle Fusion
Financials, automated underwriting systems, and process optimization initiatives. Recognized for accuracy, operational efficiency, and consistent achievement of service and sales KPIs.
01/2024 - Present
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Assessed creditworthiness for 500+ retail customers monthly by analyzing credit reports, scores, income profiles, and supporting documentation to maximize revenue.
Approved, adjusted, or declined credit line requests in accordance with internal credit policies, contributing to portfolio risk control and loss prevention.
Maintained a balanced risk approach while supporting business growth, achieving high decision accuracy and low rework rates.
Advised customers on appropriate financial products, credit terms, and associated risks, improving decision transparency and customer understanding.
Handled and resolved credit-related customer complaints, contributing to improved customer satisfaction and reduced escalation rates.
Ensured 100% compliance with AML, KYC, financial crime prevention standards, and internal regulatory policies.
Supported underwriting process reviews and optimization initiatives, contributing to reduced turnaround time (SLA) and enhanced customer experience.
Wealth & Personal Banking
09/2022 - 01/2024
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Actively promote and sell HSBC's banking products, including accounts, loans, and financial services to achieve targeted monthly KPIs.
Provide excellent service to new and existing customers, handle inquiries, resolve complaints, and offer after-sales support.
Build and maintain strong relationships with customers by understanding their needs.
Identify opportunities to cross-sell other products or services.
Adhere to all Group mandates, risk management protocols, and regulatory compliance standards.
Provide regular reports on sales activities and customer feedback.
Encourage and assist customers in using digital banking channels.
MO4 Network Leading Media & Creative Agency
03/2022 - 08/2022
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Managed and optimized professional content across digital platforms and marketing materials.
Ensured brand alignment and consistency across all published content.
Crafted compelling captions and marketing narratives.
Contributed as a writer, editor, and on-screen presenter for brand storytelling initiatives.
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2020 - 2021
Increased digital sales revenue by 30%+ through strategic management of Google Ads campaigns for Australian clients.
Proactively identified and qualified new prospects through digital market research and optimized referral networks.
Provided expert guidance on service selection, ensuring all digital strategies met specific client objectives and industry regulations.
Orchestrated the formal sales process, from drafting professional contracts to overseeing order fulfillment and processing.PROFESSIONAL EXPERIENCE
Western Union Account, Teleperformance Egypt
2019 - 2020
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Managed a daily volume of 70+ inbound customer inquiries (phone, email, chat) related to money transfers, maintaining a 97% customer satisfaction rating.
Resolved complex transaction issues and customer complaints, successfully de-escalating 90% of challenging interactions without managerial intervention.
Ensured strict adherence to financial regulations and Know Your Customer (KYC) processes, achieving 100% compliance with all security policies.
Utilized CRM software (Salesforce, Zendesk) and internal systems to accurately process transactions and document customer interactions, reducing processing errors by 20%.
Etisalat Emirates Account, Raya CX
2018 - 2019
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Enhanced customer satisfaction by 80% through exceptional greetings and telecom management adhering to brand standards.
Drafted and managed official business communications, ensuring all outgoing messages were professional, accurate, and on-brand.
Provided comprehensive administrative assistance to the executive team and staff to streamline daily business operations.
Translated technical and commercial documents, ensuring cross-language accuracy.
Pets Office, Retail Shop
Customer Services & Sales Representative
2017 - 2018
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Delivered high-end service ensuring a professional and welcoming brand image.
Recommended premium pet products based on specific customer needs, successfully driving sales and increasing repeat business.
Handled inquiries and resolved order issues efficiently, maintaining high levels of customer satisfaction and trust.
Maintained deep knowledge of the luxury products, prepared catalog to provide accurate information on materials, sizing, and benefits.
EDUCATION & PROFESSIONAL DEVELOPMENT
Banking Credit and Risk Management Program (Credit Course)
The American University in Cairo
Oracle Cloud Fusion Financials - Functional Consultant (End-to-End Implementation Training)
2025
TCA Training (Teaching Center Assistant)
Provided by the British Council aimed at developing teaching assistance skills.
2019
