Customer Service - United Arab Emirates - Mashreq Bank

    Mashreq Bank
    Mashreq Bank United Arab Emirates

    5 days ago

    Description
    Description

    MashreqBank

    JOB DESCRIPTION

    1

    Job Title

    Customer Service Officer

    Department

    CCPL

     

    Direct Supervisor

    Team Leader – DBC operations

    Job Number

    2

    Job Purpose

    • To ensure 'superior customer service' by scheduling appointments with the customers, collecting documents, validating authenticity of the documents and sharing them with sales. 

    3

    Dimensions

     

    Operating Budget

    Number of Staff

     

    Capital Exp. Budget

    Other

    4

    Key Result Areas

    • To support Mashreqbank customers with collection of documents relating to personal loans / Credit card / account opening applications.

    • Ensure to be flexible in scheduling appointments with the customers or to meet the expectations set by the sales team in the collection of documents.

    • To manage and monitor the authenticity of the applications and other credit facilities by pre-screening the applications and relating documentation.

    • Identify anomalies if any in the collected documents and highlighting such anomalies to the unit management for onward follow-up / procedural change.

    • Ensure timely follow up with sales team / customers in case of rearrangement of appointments.

    • In case of any complaints from the customers, highlight them timely to the unit management.

    • Provide regular feedback to management on process / service related issues.

    • Ensuring adherence to processes and responsibilities outlined above.

    • Meeting the service standards and turnaround times outline with SLA.

    5Operating Environment, Framework and Boundaries, Working Relationships
    • The job holder has to work across all levels and functions within CCPL.

    • He / She has to work very closely with the sales team for improvement, root cause analysis and provide solutions to complex problems.

    6

    Decision Making Authority & Responsibility

    • The job holder will not have any authority to approve, deviate from the processes defined.  The job holder will act only on referrals from Sales and unit management.

    • He / She should recommend steps to improve customer satisfaction.

    8

    Knowledge, Skills and Experience

    • Job holder shall preferably be a Graduate with at least 1 year working experience in similar areas preferably with either sales or service background.

    • Should possess good customer sense and communication skills.

    • Good command in spoken English, Urdu / Hindi (Arabic is preferred).

    • Good PC skills with minimum knowledge of windows excel and word.

    Job Holder

    Date

    Line Manager

    Date

    Approved By

    Date


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