Senior Officer - Customer Care Unit.Injaz - CXC - RBG - Customer Care Unit.Client Experience & [...]

Mashreq Careers; United Arab Emirates; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading bank in the UAE is seeking a customer service specialist to manage and resolve Central Bank complaints for RBG and SME customers. The role involves ensuring compliance with regulations and maintaining high customer satisfaction scores. Candidates should have over 2 years of experience in banking with excellent analytical and negotiation skills. Proficiency in English and Arabic is essential.

Qualifications

• More than 2 years of customer service experience in banking.
• Thorough knowledge of features and benefits of all products and services of the bank.
• Excellent inter-personal and communication skills, able to perform as a team player.

Responsibilities

• Manage and resolve customer complaints related to Central Bank regulations.
• Ensure timely logging and posting of complaints.
• Analyze root causes of complaints and contribute to process improvements.

Skills

Customer service experience

Analytical skills

Negotiation skills

Team player

Communication skills (English and Arabic)

Job description

United Arab Emirates (FTO)

Trending

Job Description

• To handle and resolve all Central Bank (CB), AECB complaint along with other escalated, unstructured & complex complaints in an effective and timely manner for all RBG, SME customers.
• Be a focal point of contact to coordinate with Ombudsman personnel on regular basis / specific cases
• To effectively manage the Central Bank Portal within set TAT, by timely logging & posting the complaints on daily basis
• To ensure CB complaint TAT is met by resolving the customer issue and posting response within set TAT.
• Ensure adherence to CB regulations and CPR (consumer protection regulation) standards in complaints handling.
• To administer, co-ordinate, monitor and report on the above CB complaints (daily/weekly report, monthly dashboard)
• To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers.
• To maintain courteous, proactive and resolution-oriented relationship with CB contact person and all internal units/ departments of the bank in order to ensure complete resolution of customer complaints.
• To visibly improve customer satisfaction scores and related survey results through complaint resolution

Responsibilities

• To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per CB, AECB SLAs
• To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points – CB, AECB, branches, MOL, emails, mails, phone banking and various channels
• Resolve/escalate all customer complaints assigned within agreed TAT
• Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.
• Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.
• Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis
• Maintain and track Technology issues and mass incidents reported
• Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide constructive feedback on service quality aspects through first hand observations.
• Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
• Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners andreview/ measure improvement in process/product
• Contribute towards team building and create positive energy to boost team’s productivity.

Qualifications

• Understanding of Regulatory / Central Bank regulations / standards
• Understanding complete Retail Banking, SME, Neo products, processes and systems
• Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication
• Thorough knowledge of features and benefits of all products and services of the bank and a fast learner
• Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).
• Excellent inter-personal and communication skills - written and oral. (English and Arabic)
• Ability to perform as a team player
• Excellent analytical skills to enable resolution of complex problems.
• Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution.
• Able to multi-task and work under pressure
• More than 2 years of customer service experience in banking