Customer Relations Officer

National Bank of Fujairah (NBF); Ras Al Khaimah; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading bank in Ras al-Khaimah seeks a dedicated banking professional to enhance customer experience and improve service levels. The role involves overseeing service functions, training staff, and actively participating in operational improvement. Ideal candidates should have 2-3 years of experience in banking or a service-related field, coupled with strong problem-solving and communication skills.

Qualifications

• 2-3 years banking experience or experience in any other service industry.
• Thorough knowledge of retail banking products, services, policies, and processes.

Responsibilities

• Provide NBF customers with financial services that exceed expectations.
• Train and support staff to achieve departmental goals.
• Monitor performance and adherence to internal guidelines.

Skills

Problem Solving

Communication

Ability to work under pressure

Education

Degree/diploma in Commerce or equivalent

Job description

Job Purpose:

• To provide NBF customers financial services which exceed the customer’s expectations by delivering an unbiased, competent, and timely and problem free service.
• Improve on service levels at the branches. Take ownership of customer complaint until final resolution.
• Be a team player and contribute to achievement of goals based on the Key Performance Indicators, in the Branch. Also to support and coach new staff to make easier their assimilation in the NBF family & to achieve the assigned target / Financial & NON-Financial.
• Provide constructive and constant feedback on improvement of: products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction.

Duties and responsibilities:

• Carry out a range of processing / service functions ensuring that the work assigned has been completed within specified timelines and accurately, in line with all specified internal and external guidelines, policies, procedures and rules.
• Ensure the provision of on-the-job training to staff within the section, supported by robust training plans for all new staff within the section with monthly progress reports.
• Monitor individual and team performance, attendance and conduct and provide appropriate feedback, before escalating to line management, if appropriate
• Prepare and comment on, as appropriate, reports/statistics (including error reports) requested by line management and any other relevant statistical or other information deemed relevant to the section assigned.
• Adhere to Branch process and report deviations to the MCR / SOCR, which should finally lead to an acceptable Branch Audit rating.
• Undertake other duties at similar level when required and support line management in arranging for the provision of support to other areas within the department when required.
• Participate in the department’s regular meetings, recommending suggestions towards improving the operational efficiency, service quality, resource management and resolution of issues pertaining to the department
• To sell & cross sell all retail products & make sure to maintain and develop the cross sell ratio.
• To refer all commercial / corporate (NON Retail) Customers (borrowing / NON Borrowing) sales to the relevant segment / Department.

Qualifications

• Degree/diploma in Commerce or equivalent would be preferred.

Experience and skills:

• 2-3 years banking experience or experience in any other service industry.
• Thorough knowledge of products, services policies and processes of retail banking dept.
• Problem Solving skills, Communication skills, Ability to work under pressure.