Customer Service Representative

Note - This position is only for UAE Nationals
Department Description:
Priority Banking manages Affluent/Executive banking customer relationships,
providing a full range of products and services to meet their needs. Priority
Banking is a unit within the Consumer Wealth Management division and manages a
portfolio as per PRB threshold.

Brief Description:

To provide consistently an excellent service to all PRB customers for their
banking needs. The objective is to improve customer profitability and loyalty
to the bank through such service.
Detailed Description:

o To adopt an open and effective communication style and to act as a strong
team player for the benefit of his/her team and of the unit as a whole.
o To be accountable for client satisfaction and service quality levels at the
branch by ensuring clients' expectations are met consistently.
o CSRs must take full responsibility and ownership for PRB customer service at
the branch.
o Avoid any staff complaints from customers as it's affects the overall
segment performance
o Non-Financial transactions* (To be verified by a checker - BOO/BOM/CSM as
applicable before submission of documents. Documents to be sent for processing
should be put into Priority Banking -Blue envelopes for prioritized
processing)
o TTs requests, FDs Requests and Account Maintenance requests - to be
validated and tracked in track BPM.
o Account Opening - check for completeness of documentation and tracking in
track soft
o Credit card application - Check for completeness of documents and form
before sending the same to RCC Cards.
o Retail Credit Facility applications - documentation to be checked before
sending to RCC -SME for processing.
o Cheque Book and Debit Card requests processing.
o AST (After sales transaction) requests of PRB customers to be initiated.
(Eg: loan closure, early settlement etc.)
o Financial transactions :- (To be processed by PRB only in case of urgency,
else to be processed by the Mass Retail Branch/OPC)
o Any financial transaction of the customer.
o Liaising with compliance and various other departments for following up and
submission of documents or relevant matters.
o CSR to maintain a Compliance tracker for all cases.
o Follow up of the following :-
o Account Opening Trackers, Account Maintenance, FDs and TTs trackers with OPC
o Credit Card Applications with RCC cards
o AST (loans) requests with AST Unit
o IT related cases with IT service desk
o (Use the escalation matrix provided for follow up)
o Complaint SR tracker
o Service-related issues on Credit cards
o Collaborating with various internal departments to ensure that that they
fulfill all customer requests
Review:-
o Priority Q-card tallying has to be done at PRB centers.
o Action and Review of CRM cases assigned to PRB Centers.
o Review and follow up with other units holding up cases in CRM for PRB
customers.
o Review and replenish the priority banking stationary items eg. priority
processing envelopes, RM/CSR stamps, Received Stamps, Priority Stickers and
other PRB forms/applications.
o Resolving complaints and keeping track of all processes that pertain to the
client's desires.
o Assist the Account Manager in cross selling of products as required.
o Refer customers to relationship manager(s) for financial advice/ Investment
and Products related queries.
o Set and track sales account targets, aligned with segment objectives as per
Xceed structure. This is part of CSRs year end performance & one of the main
KPIs
o Monitor all CRM Qs under the respective clusters
o E-Learning to completed as per HR assignments
o Proactive communication with Central support team & ensure that the Customer
issues are resolved within TAT
o Service queries & Complaint received via following channels have to attended
and solved.
o CRM
o Customer walk-in
o E-mails
o Phone calls
o Faxes

Qualifications
AS Mentioned in the JD
Primary Location : United Arab Emirates-Dubai-Dubai - Jumeirah,
Jumeirah Beach Road
Job : Customer Service
Organization : Priority Banking
Schedule : Regular
Shift : Standard
Job Type : Full-time
Day Job
Job Posting : Jan ‎25, ‎2023, ‎12:02:‎24 AM