مسؤول خدمة العملاء

Relationship management

• Work closely with Area Managers/ Central Team and the Relationship manager to identify desired service levels.

• Work on standardize overall client services across all Emirati Gold teams and contribute to developing and implement agreed actions

• Ensure RMs smooth flow of all applications and requests including account opening and ownership of discrepant cases from sales channels.
• Be the final direct and indirect point of contact for customer complaints, which will be sourced through branches, RMs or directly from customers.
• Present regular feedback to Product Managers on process / service-related issues.

Risk management and Governance

• Ensure that the RMS are checking the submitted KYCs and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Manage the Rejects and Referrals on all products sourced by Relationship Managers, by acting as a checker and providing feedback.
• Report the expired and overdue KYC, Passport, Emirates ID are updated on a timely basis for the Emirati Gold Segment

• Represent Emirati Mashreq Gold in liaising with audit for operational issues/ working with Area Managers in rectifying all audit objections and queries.

• Ensure excellent quality of KYC is maintained on all Emirati Mashreq Gold clients including regular annual reviews of turnover and nature of transactions. Pending reviews to be completed on a project basis

• Ensuring to smooth functioning of SLAs and operational standards. Initiate necessary amendments as and when required.

Administration & Reporting

• Ensure that the RMs are saving the activates and transactions recorded/processed on the system in a timely/accurate manner.
• Ensure that the Relationship Manager to conduct proper KYC and fulfil the compliance requirement on KYC, and other regulated activities such as insurance and investment.
• Provide weekly feedback to AMs/HOMG/Operation Sr. Manager on Services Pack

• Ensure effective handling of customer complaints/inquiries for Emirati Mashreq Gold Clients.

• Monitor customer feedback to ensure Emirati Mashreq Gold standards are met at all levels.

• Drive CRM/Face App usage at frontline for respective team, act as CRM champion and ensure all customer interactions (Complaints, Service Request) are appropriately recorded in CRM/Face App, check by way of sample.

Governance and Audit

• Support Emirati MG with KYC, FATCA and to have updated client information.
• Ensure implementing all audit recommendations and procedures as advised by Senior Management

• Refer all matters of non-routine nature to appropriate superiors.

Area Managers

• Handle all customer queries that have been escalated to an Area Manager for intervention, ensure these are logged in CRM and conduct independent investigation and propose to Area Manager course and suggested action
• Document and share (as per format provided) any feedback from frontline

Alternate Channels

• Strategize on how to increase penetration of alternate channel usage within teams
• Help with any ad-hoc outbound calling exercises as designated periodically by Manager client experience

• Support RM to resolve all customer issues.

• Remittance / CASA / Credit Card/ Insurance / Investment Reject Rates to be under 5%
• Champion at least two service campaigns when launched.

Operating Environment, Framework and Boundaries, Working Relationships

• To ensure that a consistently high level of relationship management customers services is maintained and thus contributing positively to the image of the Bank.

• Contribute to effective training and development of staff if is required.

• Ensure mails received from all the teams addressed to processing department are sent on a timely basis.

• Ensure all acknowledgement received processing department from are appropriately filed.

• Ensure all filing cabinets are locked at the end of day and all obsolete files / registers are regularly sent for archiving.

• Keep the work area clean and tidy.

Problem Solving

• The Manager of RMS will have to deal with unstructured and complex customer problems related to the Bank (not restricted to the Center).

• Taking ownership of customer problems and handling it till final resolution through coordinating with other partners.

Decision Making Authority & Responsibility

• The Manager of RMs will be empowered to take decision on financial and nonfinancial issues of the customer.

• The Manager of RMs will be empowered to put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction and customer satisfaction.

Knowledge, Skills and Experience

• Thorough knowledge of products, services policies and processes of retail banking in Mashreqbank.

• The job holder will have to possess the following skills:

• Problem solving skills.

• Communication skills.

• Interpersonal skills.

• Ability to work under pressure.

• Computer literacy.

• The job holder should have completed his university graduates are better to have. They should have 3-4 years banking experience or experience in any other.

Behavioral Competencies

Interpersonal Relationship - 3

Influencing & Negotiation skills – 2

Analytical Thinking – 2

Strategic orientation – 2

Customer Focus – 3