Client Services Manager, Business Banking- (UAEN Only)
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Key skills for this role
About the Role
Mashreq Corporate & Investment Banking Group seeks a Client Services Manager for Business Banking to manage service needs, handle non-financial requests, resolve complaints, and ensure compliance.
Key Skills for This Role
Responsibilities
- Accept and process non financial requests from customers, ensuring end to end follow up
- Manage mailbox and ensure agreed SLAs are met
- Take ownership of all issues/escalations and handhold to closure
- Implement One Call Resolution practice during case resolution
- Register CRM calls on daily basis
- Introduce and educate customers on alternative channels and new digital technologies
- Ensure compliance with policies and SOPs to safeguard the bank from potential loss/AML fraud
- Assist Relationship Manager in conducting proper KYC and fulfilling compliance requirements
Requirements
- 2 years customer service experience
- Good communication and interpersonal relationships
- Thorough knowledge of Business Banking and Branch Operational Procedures and Policies
- Positive attitude, strong work ethics and good team player
Full Job Posting
Role Overview
- Managing service needs of Business banking customers by providing best in class service standard.
Key Responsibilities
- Acceptance and processing of non financial request submitted by the customers and ensure end to end follow up.
- Manage mailbox and ensure agreed SLA’s are met.
- All emails on Retail inwards to be actioned on priority.
- Take the ownership on all issues/escalations raised to you and hand hold it to closure.
- One Call Resolution practice to be implemented during all your case resolution.
- All calls made should result in suitable resolutions.
- No customer emails to be missed and needs to be reverted within the agreed TAT.
- CRM registration of calls on daily basis.
- Internal customer’s (RM) SLA to be maintained.
- Introduce & educate customers on the use of Bank alternative Channels & new digital technologies.
- Ensure delivery of ‘superior customer service’ and being the single point of contact for Business banking customers, RMs and AM’s for handling all customer queries & complaints in an effective manner.
- Work on achieving the organization objectives, sustain service levels and plan to enhance the service standards for Business Banking that will improve customer experience.
Qualifications
- 2 years customer service experience.
- Good communication and interpersonal relationships.
- Thorough Knowledge of Business Banking and Branch Operational Procedures and Policies.
- Positive attitude, strong work ethics and good team player.
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