Customer Experience Advisor (UAEN)
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Key skills for this role
About the Role
RAKBANK is seeking a Customer Experience Advisor to provide exceptional service across banking channels. The role involves handling inquiries, resolving complaints, and cross-selling products.
Key Skills for This Role
Responsibilities
- Interact with customers over the phone to understand their banking needs
- Provide personalized service by gathering customer information and fulfilling needs
- Resolve problems over the telephone and escalate queries when required
- Convert sales opportunities to meet financial targets
- Cross sell credit cards, balance transfers, and other assigned products
- Capture and report customer feedback for product development
- Adhere to bank procedures and BCP rules and regulations
Requirements
- Bachelor’s degree in business, Finance, or a related discipline
- Relevant experience in banking, client relationship management, or customer service
- Proven experience in managing and growing high value client relationships
- Strong attention to detail and accuracy
- Effective communication and interpersonal skills
- Basic technical proficiency in banking systems and processes
Full Job Posting
About the Role
- A Customer Experience Advisor is responsible for providing exceptional service to customers across various banking channels.
- The role involves handling customer inquiries, resolving complaints, guiding customers on banking products and services, and identifying opportunities to improve customer satisfaction.
- The advisor acts as a key point of contact, building strong customer relationships while ensuring compliance with bank policies and service standards.
What You’ll Be Doing
- Interact with customers over the phone to understand their banking needs.
- Provide personalized service by thoroughly and efficiently gathering customer information, assessing and fulfilling customer needs, and educating the customer where applicable.
- Provide excellent customer service to achieve customer loyalty.
- Resolve problems over the telephone and when required appropriately escalate customer queries and complaints for resolution.
- Convert sales opportunities in order to meet financial targets.
- Clarify and explain procedures and products over the telephone.
- Capture and report customer feedback towards continual product development.
- Follow up all bank procedure and process with fully adherence to BCP steps rules and regulations.
- Cross Sell Credit Cards Balance transfers & credit card cheque over the phone.
- Cross Sell any of the assigned products or services assigned by the management.
- Login to chats and provide services as chat agent as and when required.
- Working on Internet Banking & Mobile Banking enables / disables when required.
Qualifications & Experience
- Bachelor’s degree in business, Finance, or a related discipline
- Relevant experience in banking, client relationship management, or customer service, preferably within a HNWI / Priority Banking / Relationship Management environment
- Proven experience in managing and growing high value client relationships
- Fostering teamwork and collaborative relationships
- Adaptability and resilience in a dynamic branch environment
- Strong team collaboration and customer orientation
- Result driven mindset with basic problem solving ability
Functional Competencies
- Strong attention to detail and accuracy
- Effective communication and interpersonal skills
- Basic technical proficiency in banking systems and processes
- Demonstrated initiative and ownership in achieving sales targets
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