UAE Nationals only. Customer Services Officer.RBG - Emirati Governance.Retail Banking Group

Role Overview

Customer Services Officer, Retail Banking Group (RBG) – Emirati Governance, Mashreq. UAE Nationals only.

Company Overview

Mashreq Bank. The Retail Banking Group serves Emirati customers through relationship managers, branches, and alternate channels.

Role Purpose

To maintain consistently high-quality relationship management and customer services for Emirati Mashreq Gold clients, ensuring compliance, operational excellence, and customer satisfaction across all service touchpoints.

Key Responsibilities

Relationship Management

• Work closely with Area Managers and Central Team to identify desired service levels.
• Standardize overall client services across all Emirati Gold teams and develop and implement agreed actions.
• Ensure smooth flow of all applications and requests including account opening and own discrepant cases from sales channels.
• Serve as the final direct and indirect point of contact for customer complaints sourced through branches, relationship managers, or directly from customers.
• Present regular feedback to Product Managers on process and service-related issues.
• Handle all customer queries escalated to Area Managers for intervention, ensure these are logged in CRM, and conduct independent investigation to propose course of action to Area Manager.
• Support relationship managers to resolve all customer issues.

Risk Management and Governance

• Ensure relationship managers are checking submitted KYCs and fulfilling compliance requirements on KYC and other regulated activities including insurance and investment.
• Manage rejects and referrals on all products sourced by relationship managers by acting as checker and providing feedback.
• Report expired and overdue KYC, Passport, and Emirates ID updates on a timely basis for the Emirati Gold Segment.
• Represent Emirati Mashreq Gold in liaising with audit for operational issues and work with Area Managers in rectifying all audit objections and queries.
• Ensure excellent quality of KYC is maintained on all Emirati Mashreq Gold clients including regular annual reviews of turnover and nature of transactions, with pending reviews completed on a project basis.
• Ensure smooth functioning of SLAs and operational standards, initiating necessary amendments as required.
• Support Emirati Mashreq Gold with KYC and FATCA updates and maintain current client information.
• Implement all audit recommendations and procedures as advised by Senior Management.
• Refer all matters of non-routine nature to appropriate superiors.

Administration and Reporting

• Ensure relationship managers are saving activities and transactions recorded and processed on the system in a timely and accurate manner.
• Ensure relationship managers conduct proper KYC and fulfill compliance requirements on KYC and other regulated activities including insurance and investment.
• Provide weekly feedback to Area Managers, Head of Mashreq Gold, and Operations Senior Manager on Services Pack.
• Monitor customer feedback to ensure Emirati Mashreq Gold standards are met at all levels.
• Drive CRM and Face App usage at frontline for respective team, act as CRM champion, and ensure all customer interactions including complaints and service requests are appropriately recorded in CRM and Face App, checked by way of sample.
• Document and share feedback from frontline as per format provided.
• Ensure mails received from all teams addressed to processing department are sent on a timely basis.
• Ensure all acknowledgements received by processing department are appropriately filed.
• Ensure all filing cabinets are locked at the end of day and all obsolete files and registers are regularly sent for archiving.

Alternate Channels and Campaigns

• Strategize on how to increase penetration of alternate channel usage within teams.
• Help with any ad-hoc outbound calling exercises as designated periodically by Manager of Client Experience.
• Champion at least two service campaigns when launched.
• Maintain remittance, CASA, credit card, insurance, and investment reject rates below 5%.

Problem Solving and Decision Making

• Deal with unstructured and complex customer problems related to the Bank.
• Take ownership of customer problems and handle them to final resolution by coordinating with other partners.
• Empowered to take decisions on financial and non-financial issues of customers.
• Put forth recommendations for changes in processes which may lead to reduction in cycle time, cost reduction, and customer satisfaction.

Operational Standards and Environment

• Ensure consistently high level of relationship management customer services is maintained to contribute positively to the Bank's image.
• Contribute to effective training and development of staff as required.
• Keep the work area clean and tidy.

Qualifications & Experience

• University graduate.
• 3 to 4 years banking experience or experience in any other sector.

Skills & Competencies

• Thorough knowledge of products, services, policies, and processes of retail banking at Mashreq Bank.
• Problem-solving skills.
• Communication skills.
• Interpersonal skills.
• Ability to work under pressure.
• Computer literacy.
• Interpersonal Relationship competency level 3.
• Influencing and Negotiation skills competency level 2.
• Analytical Thinking competency level 2.
• Strategic orientation competency level 2.
• Customer Focus competency level 3.