Specialist - Commercial Banking - Emiratized Role

Company Description

Job Description

JOB PURPOSE:

To support the Area Manager & Relationship Managers to grow their assigned portfolio of liabilities customers in defined geographical markets covering service and customer support related activities

KEY ACCOUNTABILITIES:

Customer Excellence:

• Formulate & manage end to end process for all customer communication
• Ensure adherence to customer complaint management process by ensuring effective coordination with internal team members, product managers and relevant stakeholders.
• Responsible to engage with process owners and internal stakeholders for the purpose of NPS monitoring and achieve benchmark scores for the unit
• Support implementation of KYC related projects and initiatives
• Ensure the On-boarding/KYC team processes cases within agreed TAT / SLA.
• Receive inbound customer calls redirected to RMs by Branches / Call Center / Client Services and attend till resolution of complaint / query response.
• Obtain customer information and reply to AML alerts raised on assigned accounts within timelines. Co-ordinate for issuance of Liability letter / No Liability letter and subsequent settlement of loan
• Seek approval and follow-up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
• Co-ordinate with Customer and Branch in case of call back failures at Branches for transactions. Retrieve and provide bank statement to customers as per request.
• Arrange high value cash withdrawals / arranging approval for foreign currency withdrawals
• Co-ordination with branch for special clearing of cheques, delivery of return cheques to customer PO box.
• Co-ordination with branch for issuance of foreign currency demand drafts / manager’s cheque
• Follow up with branch for tracking of requests (in case of direct submission of requests in branch Eg: TT requests / any other maintenance request
• Pro-actively work to maximize customer satisfaction and requirements of clients. Analyze process issues to streamline the overall customer experience

Job Context:

• Evaluate Existing Business Processes & propose Process Improvements
• Creates processes and integrates voice of the customer insights into cross-functional action plans.
• Drives root cause analysis and work with all channels to identify and implement business process improvements that will prevent recurrence of issues
• Formulate & manage end to end process for all customer communication

FRAMEWORKS, BOUNDARIES, & DECISION-MAKING AUTHORITY:

• Process excellence
• Customer experience

#LI-MM2

Qualifications

QUALIFICATIONS & EXPERIENCE:

Graduate with at least 3 years relevant local market knowledge in retail banking product and services

• Sound compliance, ops or product or sales governance background
• Customer obsessed, change focused pragmatist
• Good communication & interpersonal skills