(UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group

Mashreqbank PSC; Abu Dhabi; On-site; AED 180,000 - 360,000; Full time

Job summary

Mashreqbank PSC in Abu Dhabi is seeking a Customer Service Manager - Client Experience for Corporate Banking to lead resolution of customer queries and complaints by coordinating with supporting units, freeing up relationship managers to focus on business.

You will act as the main contact for non-trade corporate queries, ensure SLA adherence, log queries in CRM, identify root causes, and drive process improvements while delivering high-quality service to UAE and overseas corporate clients.

Qualifications

• University graduate preferred with 3-5 years of corporate customer service experience
• Experience in supporting/servicing Large Corporate Customers is preferred
• Knowledge of Cash management and operations is a plus
• Proficiency with CRM and related customer service applications
• Strong command of English; Arabic a plus

Responsibilities

• Maintain service levels by responding to customer queries in a timely and appropriate manner
• Collaborate with Product Sales, RM/ARM, Operations and other stakeholders to identify process improvements
• Deliver proactive, reliable service to clients by understanding needs and exceeding expectations
• Build relationships with clients at the transactional level
• Identify opportunities to refer MB products and services to the appropriate staff
• Provide feedback to improve the Knowledgebase and processes

Skills

Communication skills

Arabic language

English language

Interpersonal skills

Analytical thinking

Problem solving

multitasking

Education

Bachelor's degree

Tools

CRM

Job description

Job description

Customer Service Manager - Client Experience
Corporate Banking

CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates.

• Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
• Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
• Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
• Ensure to timely escal... issues to Direct supervisor / Team leader for onward evaluation and further escalation
• Ability to clearly identify Root Cause and propose process improvements
• Timely logging of all queries in CRM
• Provide highest level of service to Corporate Customers both in UAE & overseas
• Understand client needs in order to effectively service the customers
• Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
• Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
• Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
• Ability to analyze root of problems and define escalation processes and to track problem resolution
• University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
• Exceptional communication skills with complete command over spoken and written English & Arabic

Responsibilities

• Ensure service levels are maintained through timely and appropriate response to customer queries
• As a Service Partner, work together with Product Sales, LC Relationship Managers (RM/ARM), Operations and other key internal stakeholders to identify opportunities for process improvements
• Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
• Build relationships and rapport with all clients at the transactional / operational level.
• Identify opportunities to sell MB products and services, referring them to the appropriate staff
• Provide feedback for improving Knowledgebase where appropriate

Qualifications

• University graduate with preferably a minimum of 3-4 years relevant working experience
• Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred.
• Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus.
• Computer literate with ability to learn processing and customer service applications (CRM, etc)
• Intermediate level of product knowledge i.e. Cash/ Trade
• Good command of spoken and written English. Arabic advantageous
• Keen listener, effective interpersonal & communication skills and team player
• Good analytical and problem solving skills
• Service-orientated, thoroughness, good organizational skills
• Posses positive attitude & willingness to learn & take ownership
• Direct Customer Service experience is an advantage
• Actively looking for ways to improve processes
• Ability to work under pressure
• Fast learner, energetic, and results-oriented.
• Ability to multi-task and adapt to any situation or change

Preferred candidate

Nationality United Arab Emirates