Customer Service Support Officer

Job description / Role

Role purpose

Deliver excellent customer service in accordance with agreed standards.

Key accountabilities of the role

• Opening and closing applications on time.
• Ensure proper implementation and follow up in a timely manner.
• Prepare financial applications and obtain necessary approvals.
• Perform efficient troubleshooting of issues.
• Ensure turnaround time (TAT) is adhered to and, where possible, exceed customer expectations.
• Co-ordinate and liaise with other departments in a professional manner.
• Participate in regular review and development meetings with key stakeholders.
• Prepare and provide monthly reports.
• Keep a record and details of actions taken.
• Support customer service agents.
• Provide technical help to colleagues if required.
• Ensure compliance with bank policies.
• Perform other tasks specified by management.
• Ensure customer queries are resolved within agreed TAT.
• Achieve positive customer feedback.
• Deliver professionalism when dealing with other departments.

Specialist skills and technical knowledge required for this role

• Display flexibility in dealing with other team members.
• Good data processing skills.
• Good problem-solving skills.
• Excellent communication skills.
• Excellent decision-making skills.

Previous experience required

• Previous banking experience in a similar role.
• Knowledge of regulated financial services and banking industries.
• Detailed understanding of asset products.
• In-depth understanding of internal processes, procedures, and internal systems.

This position is for UAE nationals only.