Julia Roussi

Bank Complaints Department Supervisor

About me

NAME: Julia Roussi


CITY: Athens


BACKGROUND: College Bachelor-MHRM/ Continuing Professional Education

ACTION/SECTOR: Bank and Finance

POSITION: Supervisor of Complaints Department



My Background and Career

I completed secondary education in Arsakeio Tositseio Ekalis School at 1995 and graduated with a Bachelor Of Science in Business Administration, Major in Human Resources Management in American College of Greece.  I work in EFG EUROBANK ERGASIAS SA, one of the four biggest banks in Greece since 1998. I was Customer Service Officer, Mortgage Loan Officer till 1999. The period 1999-2005 I was the Head of Mortgage Department and member of Bank’s SLA committee. The period 2005-2007 I was the Head of Small Business Banking in the tasks of review and analysis of business and economic data for small and medium enterprises and evaluation of risk-taking in cooperation. I have been responsible for developing and maintaining a customer portfolio monitor and investigating market trends and competitors business. I worked with all directorates and subsidiaries of the Bank to offer integrated services covering the full range of needs of business customers. Since 2007 I am the Supervisor of Complaints Department of the Clients Relations Office of the Bank solving complex problems on a daily basis and ensuring compliance and integrity with complaint handling standards imposed by all Local authorities (Bank of Greece, public bodies such as the Ministry of Development, the Bank Ombudsman, etc) Pin point cases stemming through complaints for bank-wide quality improvement proposals and suggestions. Complaints and extrajudicial control. Pinpoint any lack or wrong flow of resolution and launch corrective actions. Customer Care: quality control (phone) to customers after the resolution of their complaint, in order to determine the level of their satisfaction. EFQM project team leader.

My Experience

I have to overcome problems:
Family: Little time left to spend with my family.
Personal: Little time left for social life.
Social: When I got pregnant, I had to take time off work
My keys for success are the education and training and my character



My Skills

Among my competences, I am able to learn and put into practice new information in my work. I easily adapt myself to changes.  I know and I use the required techniques to do a good job. I am a good communicator. I listen and I pay attention to other people’s problems. My personal development through my job is important. The personal development of people working with me is important. In case of arguments I look for peaceful solutions. I like to negotiate and that everybody end up with satisfaction. I coordinate and motivate the staff. I like to work as a team I schedule activities and organize myself easily. I solve problems and I find solutions. I like to have objectives and to reach my goals. I am able to quickly make up my mind. I don’t hesitate to ask for advice. I am able to use one’s experience and advice.
Among my qualities I’m active, progressive, talkative, cooperative, optimistic, persistent, innovative, practical, flexible, fast, creative, far-sighted, organized and democratic


Hints & Tips

My lucky phrase is “Be true to yourself.”

Everyday women in different sectors, who never forget their purpose in life, are successful; Neighbours who can manage both their family and career, without being trapped in their own little world: these are the people who provided me with the qualities I admire and I constructed my model, creating my ideal future self.
My advice to other women: Unfortunately, the stereotype of women as best-suited to minor business positions still holds – to a lesser degree, though. They still have to put in a great deal of effort in order to prove that they can do what men are entitled to just by being considered ‘the stonger sex’: lead. However, all it takes is patience and persistence on their part. They should never be disappointed at the first difficulty encountered. They should also use what they are already endowed with by nature: their organizational ability. Moreover, they should set their target priorities right, judging according to the future they want to have, not their present time and age Assets to be developed: Inner self-development, willpower, self-confidence, sense of independence, certainty, decision making, collaboration, self-respect, respect for people, kindness. Weaknesses to overcome:  Insecurity, bossiness, arrogance, selfishness, impoliteness



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