Customer Service Representative

Department Description:

Priority Banking manages affluent customer relationships providing a full range of products and services to meet their needs Priority Banking is a unit within the Consumer Wealth Management division and manages 350K wealth customers

Brief Description:

To provide consistently an excellent service to all PRB customers for their banking needs The objective is to improve customer profitability and loyalty to the bank through such service

Detailed Description:

To adopt an open and effective communication style and to act as a strong team player for the benefit of his her team and of the unit as a whole

To be accountable for client satisfaction and service quality levels at the branch by ensuring clients expectations are met consistently

CSRs must take full responsibility and ownership for PRB customer service at the branch

Nonfinancial transactions To be verified by a checker BOOBOMCSM as applicable before submission of documents to be sent for processing should be put into Priority Banking Blue envelopes for prioritized processing

TTs requests FDs Requests and Account Maintenance requests to be validated and tracked in tracksoft

Account Opening check for completeness of documentation and tracking in tracksoft

Credit card application Check for completeness of documents and form before sending the same to RCC Cards

Retail Credit Facility applications documentation to be checked before sending to RCC SME for processing

Cheque Book and Debit Card requests processing

AST After sales transaction requests of PRB customers to be initiated E.g. loan closure early settlement etc.

Financial transactions To be processed by PRB only in case of urgency else to be processed by the Mass Retail Branch OPC

Any financial transaction of the customer

Follow up of the following

Account Opening Trackers Account Maintenance FDs and TTs trackers with OPC

Credit Card Applications with RCC cards

AST loans requests with AST Unit

IT related cases with IT service desk

Use the escalation matrix provided for follow up

Review

Priority Q card tallying has to be done at PRB centers

Action and Review of CRM cases assigned to PRB Centers

Review and follow up with other units holding up cases in CRM for PRB customers

Review and replenish the priority banking stationary items e.g. priority processing envelopes RMCSR stamps Received Stamps Priority Stickers and other PRB form

For UAE national only

University Degree in Business or Finance will be more preferable

1-2 years of work experience preferably in a processing back office

Qualifications

University Degree in Business or Finance will be more preferable

1-2 years of work experience preferably in a processing back office

Customer Services function within the Bank

Experience in Finacle Fin One MS Excel and MS office

Excellent communication and presentation skills interpersonal skills are essential for this role

English while knowledge of regional languages is of advantage

Primary Location
: United Arab Emirates-Dubai-Dubai – Deira, Baniyas Road, Enbd Head Office

Job
: Customer Service

Organization
: Priority Banking

Schedule
: Regular

Shift
: Standard

Job Type
: Full-time

Day Job

Job Posting
: Nov 8, 2017, 6:02:32 AM