Job description

Job Description

Managing service needs of walk-in SME customers. To ensure that SE Account Manager’s involvement in operational issues is brought to minimum level
Execution of maintenance activities including KYC handling and Compliance related activities and exception handling
To ensure ‘superior customer service’ delivery and being the single point of contact for SE AM’s handling all escalated and complex customer complaints effectively in a timely manner
Maximize cross-sell opportunities by referring the leads to the SE Account Manager
Support Manager for different project/tasks.

Responsibilities

Assist the SME relationship management team in the branches in maintaining and developing both existing and prospective relationships.
Provide full customer service and handling of all the walk-in SME customers’ + CIBG customers covering all the maintenance activities and complaints handling, thereby, ensuring minimum involvement of SE AM’s in operational & service related issues.
Resolve all customer complaints as quick kills using CRM and follow up on reversals and waivers as per the delegation matrix.
Explore potential cross-sell opportunities from existing portfolio of customers & refer / assist the Relationship Management Team in closure of the leads through CRM.
Liaise regularly with various departments (e.g. CPC, FTC, OPS, Compliance, Credit Ops…etc) within the bank and entertaining requests and enquiries pertaining to Cheque Clearing and other transactions and/ or documentation.
Assist the SE AM in ensuring all documentation is up to standard and up to date and ensuring that MER exception items are kept to a minimum.
Adhere to all policies with regard to KYC/ AML as set out by the bank from time to time.
Update line manager on daily business activities for better controls.
Update all customer interactions on CRM.
Handles all allocated functions with strict adherence to set processes.
Enhance usage of Alternate Delivery channel.
Assists RMs in conducting day to day transitions.
Timely resolution of MER cases in transactions, Account Opening & all maintenance activities.
Conducting on-site visit to Micro segment customers for any compliance/other units related queries, if required
Handling of defined branch retention process for Early Settlement of SME Loans as well as Attrition process for SME Business Current Accounts.

Qualifications

Banking Sales & Service experience
Excellent communication and objection handling skills.
At least 2 years+ relevant banking experience in local or international market
Graduate
Positive attitude, strong work ethics & good team player.

About Us

The leading financial institution in MENA

While more than half a century old, we proudly think like a challenger, startup, and innovator

in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate? To help customers find their way to Rise Every Day, partnering with them through

the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.

Required profile