Customer Service Officer

Role Overview

Customer Service Officer at RAK BANK. The role is based at a branch location and focuses on delivering quality customer service, processing transactions, and supporting branch operations.

Role Purpose

Manage service functions of the branch by ensuring delivery of quality service to customers and cross-selling, while adhering to service standards and maintaining operational controls.

Key Responsibilities

Customer Service & Support

• Greet and assist customers with a friendly and professional attitude, ensuring a positive first impression.
• Provide guidance and advice to customers through delivery of excellent customer service to resolve customer queries and achieve customer satisfaction.
• Handle customer inquiries and complaints in a timely and effective manner, ensuring high level of customer satisfaction.
• Advise or counsel to solve recurring and structured problems with individuals within or outside the organization.

Transaction Processing & Operations

• Process customer transactions accurately and efficiently, adhering to service standards and guidelines.
• Carry out all branch tasks ensuring all activities are completed within timescales and with high degree of accuracy.
• Perform assigned service tasks and ensure adherence to timescales with utmost accuracy.
• Maintain a secure and controlled environment by ensuring compliance with operational controls and procedures.
• Perform branch tasks under supervision of the Line Manager to support smooth operation of the branch.

Product Knowledge & Cross-Selling

• Maintain thorough understanding of product range to provide accurate information and advice to customers.
• Cross-sell and promote bank products and services, identifying customer needs and offering suitable solutions.
• Migrate customers to digital channels as digital migration is key to the role.
• Stay updated with industry trends and bank initiatives to provide relevant and up-to-date information to customers.

Document & Card Custody

• Serve as custodian of deliverables including Debit Cards, Credit Cards, Digital Access Cards, Statements, Digital Banking User ID, Cheque Returns, Balance Transfer, Credit Card Cheque, Loan on Card Cheque, Liability Certificate, Foreclosure Letter, Police Letters, IBAN Letter, Reference Letter, Balance Confirmation Letter, Account Closure Letter, and Cheque Book.

Compliance & Governance

• Adhere to all appropriate processes and procedures and comply with Staff Code of Conduct.
• Adhere to Service Standards of the Bank and be fully compliant with them.
• Ensure adherence to department's policy, procedures, standards, reporting requirements, and relevant regulatory and statutory requirements.
• Function within framework and boundaries of the Bank's policies, Standard Operating Procedures, and overall organization and governance frameworks.
• Conform to requirements of Business Continuity Management and maintain awareness of branch Business Continuity Plan.
• Undertake appropriate training to ensure correct action is taken in the event of incident or disruption.

Team Collaboration & Continuous Improvement

• Collaborate with colleagues to ensure smooth branch operations and cohesive team environment.
• Plan and coordinate work efforts with other employees working toward common goals in situations where relationships are generally cooperative.
• Identify and act on ways to improve working knowledge and skills and be a team player.
• Assist in maintaining an organized and tidy branch, contributing to pleasant customer experience.
• Coordinate and monitor implementation of identified initiatives as per implementation strategy and road maps defined for smooth delivery of project.
• Coordinate and collate requests received by stakeholders for new projects.

General Duties

• Perform any other duties or tasks as required or instructed by the Line Manager to support smooth operation of the branch.
• Perform any other duties as assigned by the Branch Manager, contributing to overall success of the branch.

Qualifications & Experience

• High school diploma or equivalent; degree in relevant field is preferred.
• Minimum of 2 years of experience in a customer service role, preferably in a banking or financial institution.

Skills & Competencies

Behavioural Competencies

• Analytical thinking
• Fostering teamwork
• Initiative

Functional Competencies

• Managing performance
• Customer orientation

Technical & Soft Skills

• Excellent communication and interpersonal skills, with ability to build rapport and trust with customers.
• Strong product knowledge and ability to cross-sell effectively, with focus on customer needs.
• Proficiency in using banking software and systems, with basic understanding of banking operations.
• Ability to work independently and manage multiple tasks simultaneously, with high level of organization.
• Customer-oriented mindset, with passion for delivering exceptional service and positive attitude.
• Willingness to learn and adapt to new products, services, and procedures as bank evolves.
• Fluency in English is mandatory; proficiency in other languages, especially Arabic, is an advantage.
• Strong work ethic, with commitment to maintaining high standards of service and professionalism.

Additional Information

• Work is performed under direct supervision, using well-defined policies and procedures.
• Work is reviewed by supervisor and offers limited opportunity to exercise independent judgment and decision making.
• Interactions are moderately structured and routine and may involve employees belonging to different business functions.