Financial Customer Care Advisor , مستشار خدمة عملاء

Role Overview

Financial Customer Care Advisor at Ebra. You will serve as the first point of contact for debtors engaging with Ebra's platform, delivering respectful, compliant, and effective support across multiple channels.

Role Purpose

To provide respectful, compliant, and effective customer support that makes the repayment experience more human, helpful, and seamless for debtors using Ebra's platform.

Key Responsibilities

Customer Engagement

• Engage with debtors via WhatsApp, AI voice calls, SMS, and email using Ebra's omnichannel platform.
• Assist with login, identity verification (for example, Nafath), and secure access to account details.
• Explain payment options, including discounts, installment plans, and due dates.

Issue Resolution & Compliance

• Handle questions, complaints, and disputes in a professional and timely manner.
• Ensure all communications meet SAMA, PDPL, and company compliance standards.
• Document all interactions in Ebra's CRM and internal dashboards.
• Escalate edge cases or flagged issues to compliance or legal teams as needed.

Collaboration & Improvement

• Work collaboratively with Operations and Tech to improve workflows and the customer journey.

Qualifications & Experience

• Fluent in Arabic (native) and English (experienced level).

Skills & Competencies

• Excellent verbal and written communication skills.
• Comfortable using CRM tools, dashboards, and digital platforms.
• Ability to thrive in a fast-paced, tech-enabled, high-autonomy environment.