Summary
Mashreq is hiring a Customer Service Manager to support corporate banking clients in the UAE and overseas. The role handles non-trade queries and complaints, coordinates with relationship managers and internal teams, monitors service levels, and identifies causes of recurring issues and process improvements. Applicants should be university graduates with at least three years of relevant corporate customer service experience; cash management or operations experience is preferred. The posting specifies that applicants must be UAE nationals.
The posting
As published on mashreq.com. Pulled from the employer's site and shown as they wrote it.
Customer Service Manager - Client Experience
Corporate Banking
CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates.
- Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
- Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
- Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
- Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
- Ability to clearly identify Root Cause and propose process improvements
- Timely logging of all queries in CRM
- Provide highest level of service to Corporate Customers both in UAE & overseas
- Understand client needs in order to effectively service the customers
- Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
- Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
- Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
- Ability to analyze root of problems and define escalation processes and to track problem resolution
- University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
- Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
- Exceptional communication skills with complete command over spoken and written English & Arabic
Responsibilities
- Ensure service levels are maintained through timely and appropriate response to customer queries
- As a Service Partner, work together with Product Sales, LC Relationship Managers (RM/ARM), Operations and other key internal stakeholders to identify opportunities for process improvements
- Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
- Build relationships and rapport with all clients at the transactional / operational level.
- Identify opportunities to sell MB products and services, referring them to the appropriate staff
- Provide feedback for improving Knowledgebase where appropriate
Qualifications
- University graduate with preferably a minimum of 3-4 years relevant working experience
- Experience of supporting / servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) will be preferred.
- Basic knowledge of Liquidity (Pooling / Cash Concentration) will be a plus.
- Computer literate with ability to learn processing and customer service applications (CRM, etc)
- Intermediate level of product knowledge i.e. Cash/ Trade
- Good command of spoken and written English. Arabic advantageous
- Keen listener, effective interpersonal & communication skills and team player
- Good analytical and problem solving skills
- Service-orientated, thoroughness, good organizational skills
- Posses positive attitude & willingness to learn & take ownership
- Direct Customer Service experience is an advantage
- Actively looking for ways to improve processes
- Ability to work under pressure
- Fast learner, energetic, and results-oriented.
- Ability to multi-task and adapt to any situation or change