Officer - Customer Relations

National Bank of Fujairah; Fujairah City; On-site; AED 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated banking professional to enhance customer service and support branch operations. In this role, you will take ownership of customer complaints, ensuring timely resolution and satisfaction. You will also coach new staff, contribute to team goals, and promote retail products. This is a fantastic opportunity to grow within a dynamic team and make a significant impact on customer experience and operational efficiency.

Qualifications

• 2-3 years of banking or related service industry experience.
• Thorough knowledge of retail banking products and services.

Responsibilities

• Provide excellent customer service and resolve complaints effectively.
• Monitor team performance and provide on-the-job training.

Skills

Problem-solving

Communication Skills

Retail Banking Knowledge

Teamwork

Education

Diploma or Bachelor's Degree in Commerce

Job description

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• To provide NBF customers with financial services that exceed their expectations by delivering unbiased, competent, timely, and problem-free service.

• Improve service levels at the branches. Take ownership of customer complaints until final resolution.

• Be a team player and contribute to the achievement of goals based on Key Performance Indicators in the Branch. Support and coach new staff to facilitate their integration into the NBF team and help achieve their targets, both financial and non-financial.

• Provide constructive and consistent feedback to improve products, services, and processes, aiming to reduce cycle times or costs and enhance customer satisfaction.

Key Accountabilities

• Carry out processing and service functions ensuring tasks are completed within specified timelines and accurately, in line with internal and external guidelines, policies, procedures, and rules.

• Provide on-the-job training to staff within the section, supported by comprehensive training plans for new staff, with monthly progress reports.

• Monitor individual and team performance, attendance, and conduct, providing appropriate feedback and escalating issues to line management when necessary.

• Prepare and comment on reports and statistics (including error reports) as requested by line management and other relevant stakeholders.

• Adhere to branch processes and report deviations to the MCR/SOCR, aiming for an acceptable branch audit rating.

Other Accountabilities

• Perform other duties at a similar level as required and support line management in providing assistance to other departments when needed.

• Participate in departmental meetings, offering suggestions to improve operational efficiency, service quality, resource management, and issue resolution.

• Promote and cross-sell all retail products, maintaining and developing the cross-sell ratio.

Job Context

This section provides an overview of the job environment, including current projects and operational context, emphasizing delivering excellent customer service and achieving branch targets.

• Provide the best service to NBF customers and achieve the targets set by the branch manager, taking ownership of customer complaints until resolution.

• Be a team player within the branch, cooperating with colleagues to meet sales and service goals.

Education

Diploma or Bachelor's Degree, preferably in Commerce.

Experience and Skills

Skills
• Thorough knowledge of retail banking products, services, policies, and processes.
• Problem-solving, communication skills, and the ability to work under pressure.

Work Experience
• 2-3 years of banking experience or experience in a related service industry.

Additional competencies include compliance, customer service, relationship management, process improvement, change and innovation, communication, challenge evaluation and resolution, results orientation, and teamwork, all at a basic proficiency level.