(UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group

Role Overview

Customer Service Manager - Client Experience and Conduct Group (CXC - CSU) at Mashreq. This role is exclusive to UAE Nationals. Based in the Corporate Banking sector, the position serves Large Corporate customers.

Role Purpose

As a CIBG Customer Service Relationship Manager, you will be solely responsible for answering and resolving customer queries, enquiries, and complaints by effectively coordinating with relevant supporting units. You will free up RMs/ARMs time pertaining to customer service issues, thereby enabling Large Corporate Relationship Managers to focus on additional business development within CIBG Large Corporates.

Key Responsibilities

Customer Query Resolution & Escalation

• Act as focal point of contact for all non-trade related Corporate queries such as Remittance, Cheque clearing, and account opening.
• Answer and resolve customer queries, enquiries, and complaints by effectively coordinating with relevant supporting units.
• Timely logging of all queries in CRM.
• Ensure timely escalation of issues to Direct Supervisor or Team Leader for onward evaluation and further escalation.
• Identify and analyze root cause of problems and define escalation processes to track problem resolution.

Service Delivery & Quality Assurance

• Support Team Leader or Customer Service Manager to execute all necessary actions to assure high quality customer service for Corporate customers.
• Adherence to Unit's SLAs and ensure highest level of customer service to Corporate Clients.
• Ensure service levels are maintained through timely and appropriate response to customer queries.
• Deliver proactive, reliable, and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
• Provide highest level of service to Corporate Customers both in UAE and overseas.
• Build relationships and rapport with all clients at the transactional and operational level.

Product & Process Knowledge

• Be well versed with products, services, and solutions of the Bank's offering, as well as on problem resolution, escalation processes, and problem tracking mechanism.
• Understand client needs in order to effectively service customers.
• Develop complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
• Maintain intermediate level of product knowledge regarding Cash and Trade.
• Develop basic knowledge of Liquidity (Pooling / Cash Concentration).

Process Improvement & Collaboration

• Ability to clearly identify root cause and propose process improvements.
• Support implementation of necessary applications and processes to automate the whole process, minimize time response, and assure proper identification and monitoring of problem resolution.
• 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.
• Actively look for ways to improve processes.
• Provide feedback for improving Knowledgebase where appropriate.

Client Relationship & Business Development

• Identify opportunities to sell MB products and services, referring them to the appropriate staff.

Qualifications & Experience

• University graduate.
• Minimum 3 to 5 years' experience in Corporate Customer Service.
• Experience of supporting or servicing Large Corporate Customers (Top Tier Customers of the Corporate Banking Sector) preferred.
• Prior Cash Management and Operations experience of 2 years; FI experience will be an added advantage.
• Direct Customer Service experience is an advantage.

Skills & Competencies

• Exceptional communication skills with complete command over spoken and written English and Arabic.
• Good command of spoken and written English; Arabic advantageous.
• Computer literate with ability to learn processing and customer service applications (CRM, etc).
• Keen listener with effective interpersonal and communication skills and team player.
• Good analytical and problem-solving skills.
• Service-orientated with thoroughness and good organizational skills.
• Positive attitude and willingness to learn and take ownership.
• Ability to work under pressure.
• Fast learner, energetic, and results-oriented.
• Ability to multi-task and adapt to any situation or change.

Additional Information

• UAE Nationals only.