Job Purpose:
Responsible for addressing branch walk-in customer needs, requests, queries,
and complaints, in an accurate and timely manner and support CBD Elite RMs and
CBD Elite customers.
Principal Accountabilities:
Act as first point of contact in understanding customer 's requirements,
queries and assist walk-in customers to select appropriate service.
Ensure to serve the customer with token, and encourage customer o use our
digital channels.
Ensure to provide customer statement and letters within TAT
Receive customer requests through Operational CRM eForms & KOFAX and execute
for next steps with required original documents.
*
Account Maintenance activities (EmiratesID Update, Passport Update, Contact
Details Update and etc.)
* Remittances (Smart Form & Manual Form)
* Standing order
* Trade Finance service documents
* Special Cheque Book requests
* Cheque Book delivery & Returned Cheque Book handling (in not centralized branches)
* Returned Cheque process handling
* Stop payment instructions and execution
* CDM ,and ATM cash dispute
* Locker visit and maintenance
* Contact details update
* Statement request
* Trade license update
* PDC removal request
Support PSAs for the onboarding and/or selling of products to new and existing
customers which include products such as, CASA, Deposits, Loans and Credit
Cards etc. with using the relevant systems in the branch.
Ensure that all product applications are filled accurately, within the agreed
timeframe and all the required documents are obtained and information entered
captured correctly in the system to avoid re-work.
Ensure that all customer applications submitted through the system within CBD
policy guidelines.
Proactively call existing and new customers and make agreed target number of
appointments per week to review customer needs and make sales of other
suitable CBD products.
Review customer's database and explore opportunities for the sales of other
suitable CBD products.
Attend all relevant sales and service meetings (as appointed) to review
performance and share best practice ideas.
Register customers visiting Safe Deposit Locker, verify signature and
accompany customer to the Vault to facilitate the locker access.
Receive, register, and maintain a balance report on a daily basis against the
physical stock (Cheque Books, Credit cards, Debit Cards, Returned Cheques
etc.) held with BOM (under dual custody).
Service and Quality
Proactively help customers to reduce their waiting time.
Ensure customers are on-boarded (new accounts) and served within prescribed
SLAs.
Ensures that all customer problems/complaints/queries are handled efficiently
and according to standards and high level of service quality using the
Operational CRM System.
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