Customer Experience & Operations Specialist (Emiratization)

The Customer Experience & Operations Specialist’s primary responsibility is to provide an outstanding experience to ruya customers, by supporting Customer Service and Operations teams. They will interact with customers across a variety of channels (primarily digital, but also in the Community Centre), handle back-end processes, and take end-to-end ownership for helping our customers.

Key responsibilities:

• Drive customer satisfaction through exceptional service. Deliver resolution to requests and issues through a variety of channels, by actively listening to understand the customer’s needs.
• Take full ownership of providing resolution to customers
• De-escalate situations involving dissatisfied customers, offering assistance and support with service recovery to clients if needed.
• Ensure strong accuracy and efficiency while handling back-office processes
• Develop a strong, value-added relationship with current and prospective customers by engaging in conversations that uncover their current and future financial needs.
• Increase customer satisfaction scores by consistently providing top-notch service that anticipates, and resolves needs seamlessly.
• Achieve customer loyalty as a key driver of sustainable growth, through client retention policy and tools.
• Striving for continuous learning and development to enhance skills and knowledge and attend assigned trainings.
• Supporting the bank’s growth and scaling by participating in customer journey and process development, product and feature launches and systems enhancements
• Handling customers from all segments (including VVIP) for support on all products and offerings.
• Support a secure and ethical culture at Ruya, actively participate in all dual-control functions and uphold the code of conduct, ensuring transparency and risk mitigation.

Job Requirements:

• Graduate with Bachelors degree
• Internship / work experience is strongly preferred
• Possesses excellent oral and written communication skills, sales and customer service skills.
• Demonstrates meticulous attention to detail and troubleshooting abilities.
• Exhibits strong interpersonal skills and exceptional organizational skills.
• Demonstrates effective problem-solving abilities and ownership capabilities