Senior Officer, Customer Service
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Key skills for this role
About the Role
Assist in implementing change initiatives, ensure error-free transactions, promote digital platforms, and maintain customer satisfaction with banking services.
Key Skills for This Role
Full Job Posting
Generic Accountability
- Provide assistance in supporting the Branch Manager / Assistant Manager on implementing change initiatives.
- Ensure processing error free transactions in a timely manner.
- Encourage the customer to use the digital platforms (NHL App) to improve the service efficiency/experience and educate the customer how to use the APP
- Receive and process the customer requests within the predefined timelines.
- Generate leads/referrals from NHL walk-in customers and route to Islamic branches.
- Respond to all customer and operations related queries that are routing through other channels without fail within the predefined time lines.
- Up to date product knowledge and processes with respect to NHL.
- Customer needs to be served within the predefined average service time frame 10min
- Agree on assigned targets with the Branch manager / Assistant Manager.
- Engage with the customers who are waiting for their turn and treat the customers in professional manner
- Ensure proper record control maintenance for customer related documents, signed agreements and etc. as per FAB guidelines and defined SOP s.
- Accept customer requests such as Account Opening, all type of Account Maintenance and File Completion.
- Ensure customer satisfaction level is maintained.
- Ensure to verify all documents and customer s signatures.
Minimum Qualification
- Bachelor s degree in Accounting or related discipline.
- Minimum Experience
- 5 years relevant experience in the banking sector. Familiarity with bank products and related policies and procedures
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