Senior Relationship Officer.Injaz - RBG - CC_Balance Builder.Retail Banking Group

Role Overview

Senior Relationship Officer, Injaz - RBG - CC_Balance Builder, Retail Banking Group at Mashreq. This is a call center-based role focused on credit card acquisition and balance-building product sales.

Role Purpose

Drive credit card acquisition and portfolio growth by effectively selling credit cards and balance-building products such as Balance Transfer and Easy Cash through customer calls and direct meetings, while ensuring compliance with policies, quality sales standards, and superior customer experience.

Key Responsibilities

Sales & Revenue Generation

• Sell Credit Cards and drive balance-building products such as Balance Transfer and Easy Cash.
• Engage customers through calls and direct meetings to identify needs and convert opportunities into sales.
• Promote appropriate credit card and balance-building solutions aligned with customer profiles.
• Achieve assigned sales, revenue, and productivity targets.

Compliance & Documentation

• Ensure accurate documentation and adherence to internal policies and regulatory guidelines.
• Deliver a high standard of customer service while supporting portfolio growth.

Problem Solving & Issue Resolution

• Conduct root cause analysis of problems and recommend product, process, or procedural changes to management.
• Manage real-time crisis situations with ownership and problem resolution.
• Resolve working issues within the team and between telesales and other units.
• Resolve customer-related issues.

Decision Making & Performance

• Conduct appraisal performance and Management by Objectives (MBO) reviews for self.
• Position quota decisions in lead generation and adjust to accommodate changes in process.
• Make decisions on matters relating to improving leads and customer satisfaction.

Stakeholder Management

• Interact with Team Leader, Product Manager, and Inbound/Outbound Management for action and follow-up.

Qualifications & Experience

• University graduate.
• 1–2 years of experience in a similar work environment.
• Preferably has a practical marketing background.

Skills & Competencies

• Excellent people management skills.
• Strong sales and customer focus.
• Ability to think creatively and work under pressure.
• Excellent presentation skills.
• Good team player with result-driven attitude.
• Business sensitive.
• Analytical and computer skills.
• Adaptable and versatile.

Additional Information

• Operating Environment: Call center.