Customer Care Officer

ARABIC SPEAKER ONLY

Organisation Unit Purpose

To provide excellent customer support to attract prospective and retain existing clients.

Job Purpose

To act as the main point of contact for all prospective and existing clients and to assist or service customers through answering their queries and attending to their requests.

Job Content

Brokerage and Bank Account Opening Assistance:

• Assist clients in filling out the account opening forms
• Confirm receipt of account opening forms and corresponding documentary requirements from clients or ENBD Branches
• Verify the accuracy and completeness of the submitted documents and revert to the clients or ENBD Branches for any corrections or missing requirements
• Submit received documents for the opening of brokerage accounts

Customer Inquiry Handling and Complaint Resolution

• Entertain product and/or process inquiries from prospective and existing clients
• Provide support/guidance to clients on using the online trading system
• Attend to complaints from clients on products, services or erroneous transactions

Brokerage Account Opening/Closing

• Verify the documents and information /data provided , revert for additional input/clarification/document
• Set up of new accounts in the corresponding trading system (DFM, ADX, NASDAQ, DGCX)
• Set up of the cancellation of registration for clients who are closing their ENBDS account

On line & Tokens

• Verification of submitted documents for Online Trading
• Verification of submitted documents for RSA Token
• Issuance Tokens Letters
• Set up of eBroker services in TN

Customer Account Maintenance

• Accept request s to transfer existing client stocks from/to ENBD Securities to/from other brokerage firms
• Verify the accuracy and completeness of the submitted documents and revert to the clients for any corrections or missing requirements
• Enter stock transfer data into the system
• Provide Statements of Account to requesting clients
• Inform existing clients of changes in processes and regulations that will affect their account

Compliance and Quality Assurance

• Ensure that all documents are properly reviewed and validated
• Ensure that discrepancies are approved by the authorized person
• Ensure that all customer complaints/issues are resolved within the required period

AdHoc Projects Support

• Inform prospective and existing clients of ongoing promotions and initiatives
• Act as a support for brokers in handling clients queries and follow up issues

Job Knowledge

Basic understanding of the Brokerage function

Knowledge of all trading platforms & its related products

Skills

Technical & Professional

Acceptable verbal and written communication skills (English & Arabic)

Proficiency in other languages

Behavior’s

Customer service orientation

Education and/or professional qualification

Bachelors Degree