Customer Service Officer, Mirdif Branch (UAE National)

Job purpose:

To bring new customers and provide quality service to RAKBANK’s Personal Banking Customers, while ensuring adherence to Banks policies, ethics and code of conduct.

Accountabilities:

• Manage the customer service functions of the Retail Banking unit & branches.

• Contact customers in the Retail Banking Unit to cross sell, up sell banks products and services.

• Carry out all branch administrative tasks, ensuring all activities are completed within timescales and with a high degree of accuracy, whilst providing excellent customer service, to both external and internal customers, and adhering to all appropriate process and procedures.

• Send all complete error applications to the respective departments.

• Ensure approvals are in place prior before processing transactions.

• Create CIFs for new to bank customers through Finacle.

• Liaise with various departments within the bank and resolve queries and problems.

• Comply with the Staff Code of Conduct at all times to ensure a positive image of the Bank is presented to all customers both internal and external

• Ensure compliance with policy, procedures, standards and reporting requirements, plus any relevant regulatory and statutory requirements.

• Identify and recommend improvements to procedures and processes to improve process and service levels.

• Provide specialist information, guidance and advice to customers through the delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.

• Regularly review customer portfolio to identify potential sales/business opportunities.

• Understand customer needs and requirements and cross sell products to Customers.

• Retain customers through complaint resolution and other enquiries in coordination with Complaints unit.

Perform any other duties or tasks as required or instructed by the line manager to support the smooth operation of the branch.

Qualification :

Minimum High school (preferably higher diploma)

Experience :

Minimum 1 year experience in customer interface preferably in a service industry.

Specialist skills required for the job:

• Oral Communication: Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon. Explains the reasoning being what is being said to ensure understanding and acceptance.

• Written Communication: Produces clear and concise reports and other written material usually of a detailed and technical nature, which are understandable to those with or without a good knowledge of the subject matter.

• Office Equipment: Has the ability to use office equipment (e.g., calculator, pc, scanner, fax etc.) to carry out standard tasks which may include correction of errors and simple maintenance.

• PC Skills: Has the ability to use various basic computer applications e.g., MS Office.

• Procedure and Policy: A good knowledge of the relevant policies, practices, processes and procedures in own areas of responsibility. Where appropriate will have a good knowledge of the key relevant legal, regulatory and statutory requirements, technical interpretation and the ability to provide advice thereon.