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
- 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
- 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
