Customer Service Representative – Dubai

For UAE Nationals only

Department Description:
Priority Banking manages Affluent/Executive banking customer relationships, providing a full range of products and services to meet their needs. Priority Banking is a unit within the Consumer Wealth Management division and manages a portfolio as per PRB threshold.

Job Purpose:

To provide consistently an excellent service to all PRB customers for their banking needs. The objective is to improve customer profitability and loyalty to the bank through such service.

Main Tasks:

To adopt an open and effective communication style and to act as a strong team player for the benefit of his/her team and of the unit as a whole.

To be accountable for client satisfaction and service quality levels at the branch by ensuring clients’ expectations are met consistently.
CSRs must take full responsibility and ownership for PRB customer service at the branch.
Avoid any staff complaints from customers as it’s affects the overall segment performance

Non-Financial transactions* (To be verified by a checker – BOO/BOM/CSM as applicable before submission of documents. Documents to be sent for processing should be put into Priority Banking –Blue envelopes for prioritized processing)

TTs requests, FDs Requests and Account Maintenance requests – to be validated and tracked in track BPM.
Account Opening – check for completeness of documentation and tracking in track soft
Credit card application – Check for completeness of documents and form before sending the same to RCC Cards.
Retail Credit Facility applications – documentation to be checked before sending to RCC –SME for processing.
Cheque Book and Debit Card requests processing.
AST (After sales transaction) requests of PRB customers to be initiated. (Eg: loan closure, early settlement etc.)

Financial transactions :- (To be processed by PRB only in case of urgency, else to be processed by the Mass Retail Branch/OPC)
Any financial transaction of the customer.

Follow up of the following :-
Account Opening Trackers, Account Maintenance, FDs and TTs trackers with OPC
Credit Card Applications with RCC cards
AST (loans) requests with AST Unit
IT related cases with IT service desk
(Use the escalation matrix provided for follow up)
Compliance tracker
Complaint SR tracker
Service-related issues on Credit cards
Collaborating with various internal departments to ensure that that they fulfill all customer requests
Review:-
Priority Q-card tallying has to be done at PRB centers.
Action and Review of CRM cases assigned to PRB Centers.
Review and follow up with other units holding up cases in CRM for PRB customers.
Review and replenish the priority banking stationary items eg. priority processing envelopes, RM/CSR stamps, Received Stamps, Priority Stickers and other PRB forms/applications.
Liaising with compliance and various other departments for following up and submission of documents or relevant matters.
Resolving complaints and keeping track of all processes that pertain to the client’s desires.

Assist the Account Manager in cross selling of products as required.

Refer customers to relationship manager(s) for financial advice/ Investment and Products related queries.

Set and track sales account targets, aligned with segment objectives as per Xceed structure

Monitor all CRM Qs under the respective clusters

E-Learning to completed as per HR assignments

Proactive communication with Central support team & ensure that the Customer issues are resolved within TAT

Service queries & Complaint received via following channels have to attended and solved.
CRM
Customer walk-in
E-mails
Phone calls
Faxes

:

AS Mentioned in the JD