وصف الوظيفة
Role Overview
Customer Service Representative – Business Banking at Emirates Islamic Bank, a market leader across the MENAT region serving over 9 million customers. This role is based at a branch location within the UAE.
Company Overview
Emirates NBD is the leading financial services brand in the UAE with a Brand value of approximately USD 4 billion. The organization has a presence in 13 countries across the Middle East, North Africa, and Türkiye. Emirates NBD serves customers through retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations. The organization is a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of branches. Emirates NBD also operates Liv, the lifestyle digital bank, which has over half a million users and is the fastest-growing digital bank in the region.
Role Purpose
To improve Business Banking customers' experience and reduce errors while interacting with customers in order to provide support for all types of requests and complaints, ensuring responsive service delivery and operational integrity at the branch.
Key Responsibilities
Customer Satisfaction and Retention
- Respond to client enquiries regarding retail banking products and services, ensuring accurate information is provided in line with current offerings.
- Facilitate account opening, closure, and maintenance requests by guiding customers through required documentation and compliance checks.
- Address and resolve routine service complaints or transactional issues, escalating unresolved or complex cases to the Branch Manager as needed.
- Support customer onboarding by explaining digital banking features and encouraging adoption of self-service channels.
- Maintain up-to-date knowledge of branch promotions and cross-sell opportunities to enhance the customer relationship.
- Assist RMs with all types of requests assigned to them for effective resolution and turnaround time achievement.
- Forward all requests received through emails from RMs and various internal departments.
- Strive to achieve high customer satisfaction scores for the respective RM.
Operational Risk Mitigation and Compliance
- Verify customer identity and documentation in accordance with KYC and AML policies before processing transactions or account changes.
- Monitor for suspicious activity or unusual transaction patterns, promptly reporting concerns to compliance or management.
- Safeguard customer data by adhering to data privacy protocols and ensuring confidential handling of sensitive information.
- Stay current on regulatory updates and branch compliance procedures, applying changes to daily activities as directed.
- Participate in periodic compliance training and contribute to a culture of risk awareness within the branch.
Transaction Accuracy and Integrity
- Receive all types of Service Requests assigned to the center.
- Investigate and identify appropriate resolution.
- Ensure reduction of errors while performing transactions on BPM and Tracksoft.
- Process deposits, withdrawals, and payments with precision, following dual control and verification protocols where applicable.
- Balance cash drawers and reconcile discrepancies at end-of-day, escalating unresolved variances to the Branch Manager.
- Validate transaction records in the core banking system to ensure completeness and accuracy of customer accounts.
- Assist in the preparation and review of daily branch reports, supporting audit readiness and transparency.
- Collaborate with tellers and operations staff to maintain high standards of transaction integrity.
Process Improvement and Knowledge Management
- Document the gaps identified in terms of knowledge, process or system and provide feedback to respective units.
- Monitor lobby and waiting areas to identify customer bottlenecks, directing clients to appropriate service points.
- Coordinate with tellers and sales staff to balance workloads and minimise wait times during peak periods.
- Educate customers on digital queueing and appointment systems to streamline branch visits.
- Provide feedback to the Branch Manager on recurring process issues impacting customer flow or service delivery.
- Support implementation of new branch technologies and process improvements as directed.
Qualifications & Experience
- Diploma or Bachelor's degree in Business, Finance, or related field.
- 2 years of banking experience, preferably in a customer service role.
- Preferred: Certification in Customer Service or Retail Banking Operations.
- Ongoing professional development in compliance and digital banking.
Skills & Competencies
- Knowledge of systems including CRM, Finnacle, Finnone, BPM, and Tracksoft.
- Knowledge of banking policies and processes.
- Excellent oral and written communication skills.
Additional Information
- Flexible work policy allowing remote work options.
- Competitive rewards, benefits, and perks.
- Professional development opportunities to accelerate career growth.