Customer Service Representative Full Time

JOB DESCRIPTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

Job Purpose

Business Banking was set up separate segment managing small and medium enterprises. In Business Banking we always ensured that our customers are placed on the right platforms as we deliver the best products and services. Customer Service Representative is an enhanced role within the organization that is responsible to improve customers’ experience and reduce errors whole interacting with customers in order to provide the support to all types of requests and complaints.

As a Customer Service Representative, you will be responsible for handling a ll types of SRs logged in CRM queues. Fixing the identified process and systems gaps and provide feedback to business units on knowledge gaps to help in training. Investigating all reopened cases in order to identify gaps for effective resolution. Assisting RMs to all type’s requests assigned to them for effective resolution/TAT. Processing to all requests on BPM/Tracksoft with less errors.

Responsibilities

• Achieve reduction to complaints logged in CRM.
• Ensure reduction in errors while performing transaction on BPM and Tracksoft.
• Document the gaps identified in terms of knowledge, process or system and provide the feedback to respective units.
• Liaise with various departments with regards to approval processes and handling issues (end to end).
• Strive to achieve high results of CSAT for the respective RM.
• Take ownership to resolving issues pertaining different areas.
• Work Closely with Line Managers by diligently key training programs.
• Attend all trainings offered by the bank.
• Offer customers financial guidance, advising on suitable products and services, and assisting with their banking needs.
• Explore opportunities for cross-selling during customer interactions.
• Combine meeting financial targets with providing excellent customer service in order to achieve their set targets.

Requirements

• Education
• Graduate, preferably Business/Finance/Accounting
• Experiences
• 0-2 years in banking experience preferably in customer service role.
• Knowledge of system (CRM, Finnacle, Finnone etc), policies and processes.
• Excellent oral and written communication skills.
• Knowledge & Skills
• Basic Customer Operations
• Servicing Customers
• Strong Team Player

WHAT WE OFFER YOU:

• Competitive salary package
• Market-leading incentives
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development
• Preferential banking facilities for employees