Customer Service Agent jobs in United Arab Emirates

• Role holder is assigned to achieve growth and sales targets by successfully managing the Relationship Managers & third-party sales team (Dubai).
• Oversee and guide third-party sales teams to ensure the achievement of personal loan & credit card targets with strong emphasis on maintaining a customer-centric approach.
• Monitor performance and ensure all sales efforts align with FAB standards and regulations.

• Regular team meetings to discuss sales progress and share best practices. One-on-one meetings with Relationship Managers to discuss individual performance and development plans.
• Overseeing and guiding the performance of multiple channel partners selling loans and cards. Setting sales targets and monitoring progress for loan and card products. Conducting regular meetings to discuss sales performance strategies and product-specific challenges. Identifying areas for improvement and implementing corrective actions to optimize loan and card sales.
• Reviewing sales reports and analytics to identify trends and areas for improvement.
• Lead and manage a team of Relationship Managers to achieve sales targets and business objectives for loans cards and other financial products. Develop coach and mentor Relationship Managers to enhance performance skills and product knowledge. Foster a high-performing team culture driving collaboration and accountability among Relationship Managers who manage channel partners. Monitor team performance customer satisfaction and complaints with service level agreement (SLA)
• Ensure the team members are always adhering to FAB policies standards and regulatory requirements.
• Ensure the team is adequately trained on the banks products policies services and selling techniques.
• Ensure adherence to organizational policies processes systems and procedures for loan and card sales through channel partners
• Collaborate with Credit Product Policy and Contact Centre to ensure alignment and effective sales strategies. Gather feedback and insights from internal stakeholders to inform sales approaches and product development.
• Provide consistent support resolve disputes technical issues and service-related matters to enable and maximize team performance.
• Provide regular reports to management on channels performance potential risk and opportunities for improvement.
• Lead inspire and motive team members to achieve target by setting clear goals providing regular feedback and creating result driven culture.
• Demonstrate strong leadership in managing and resolving conflicts and challenges.
• Organizes and supervises the activities and work of subordinates to ensure that all work is carried out in an efficient manner and in alignment with SOP guidelines.
• Develop and maintain operational guidelines for staff.
• Provide regular feedback and coaching to the team members for any poor performance and recommend the required action plan.
• Identifies opportunities for continuous improvement of systems processes and practices.
• Ensure that all team members adhere to the Standard Operating Procedures Policies Code of Conduct and Service Standards of the bank and initiate appropriate disciplinary action for any violations noted.
• Ensure high-quality customer service is delivered to customers of loan and card products through channel partners. Resolve customer complaints and issues in a timely and professional manner ensuring customer satisfaction.
• Work with channel partners to improve customer experience and satisfaction with loan and card products.

• Bachelors Degree in Business Administration Finance Banking or a related major field of study.
• At least 5 years of experience in consumer banking and in managerial role

• Good Product knowledge.
• Excellent communication skills.
• Good understanding of banking industry trends in the local market.
• Good market awareness of product range and pricing.
• Good analytical skills

No

Full-time