Relationship Officer -DBC - Neo Team.

SupportFinity™; United Arab Emirates; On-site; AED 30,000 - 60,000; Full time

Job summary

Ein etabliertes Unternehmen im Finanzsektor sucht einen engagierten Kundenservice-Mitarbeiter, der in einem dynamischen Umfeld kreative Lösungen bietet. In dieser Rolle werden Sie für die Bearbeitung von Kundenanfragen, die Unterstützung bei der Aktivierung von Konten und die Verwaltung von physischen Dokumenten verantwortlich sein. Sie werden eng mit verschiedenen Teams zusammenarbeiten, um die Kundenzufriedenheit zu gewährleisten und die Effizienz zu steigern. Wenn Sie ein leidenschaftlicher Problemlöser sind und gerne in einem teamorientierten Umfeld arbeiten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• 2-3 Jahre Erfahrung im Kundenservice im Bankwesen.
• Fundierte Kenntnisse der Neo/Digital Banking Produkte.

Responsibilities

• Leitung von Projekten und Prozessverbesserungen zur Steigerung der Kundenzufriedenheit.
• Sicherstellung der Einhaltung von KPIs und internen Audits.

Skills

Kundenbetreuung

Kommunikationsfähigkeiten

Bankensysteme

Dokumentenmanagement

Education

Bachelor-Abschluss

Job description

Job Description

• Address exception queries and document requests raised in account opening applications through designated systems by coordinating with customers and internal departments.
• Operate effectively in an ever-changing and dynamic environment to offer creative solutions to tackle potential issues and problems.
• Ensure EDMS exception tracking and clearance on a regular basis.
• Process account activation cases assigned daily by adhering to established SOPs and procedures.
• Handle inbound calls as needed and assist customers with the activation of their digitally opened accounts.
• Address fund transfer and AML RFI inquiries and communicate customer responses to relevant teams for review.
• Receive and process physical CHEQUES daily and act according to updated SOPs, ensuring pending CHEQUES are stored securely in fireproof chubs.

Responsibilities

• Lead projects and process improvements assigned by the Unit head and Service Manager, focusing on key areas such as customer satisfaction, employee satisfaction, productivity, efficiency, cost savings, and revenue generation.
• Coordinate seamlessly between Neo fulfilment and Neo activation teams to ensure smooth operations.
• Respond promptly to all CXCG inquiries and clarifications via email or calls.
• Handle customer complaints with priority, maintaining high standards of customer satisfaction.
• Participate in team training sessions on KPIs, quality, and productivity.
• Foster an environment where staff are involved in their work and encouraged to contribute ideas for service excellence.
• Initiate and follow up on quality projects and workflow improvement reviews.
• Ensure team compliance and satisfactory performance in internal and group audits.

Qualifications

• Thorough knowledge of features and benefits of all Neo/Digital Banking products and services.
• Working knowledge of various banking systems.
• Excellent written and oral communication skills.
• Strong customer care skills.
• Experience handling physical and financial documents.
• Management of physical CHEQUES in coordination with relevant stakeholders.
• 2-3 years of customer service experience in banking.