Primary point of contact for bank clients for professional advice, enquiries, resolving of discrepancy and transactional errors.
Responsible as primary contact for clients / internal stakeholders related to issue on general banking information, GTS products Cash management, Trade, MBOL, etc
Handle all customer service related issues / activities.
Provide the highest standard of client service in response to client Enquiries, Service Requests and Complaints. Delivery simply first class service and contribute to the team effort in achieving agreed service standards
Monitor and proactively update client on pending enquiries.
Understands when and where to escalate potential issues using the detailed escalation / TAT matrix.
Identify client expectations and needs for quality client service and escalate to relevant units to ensure end-end solution / satisfaction or inform client if solution is not available / possible.
Engages RM, Product Sales, Operations Partners and other key internal stakeholders to solve client issues
As part of service network, provide assistance to other service teams by contacting banks locally (if required) towards resolution of enquiries and issues.
Builds and maintains internal networks.
Provide assistance to other service teams by contacting internal and third parties (if required) locally towards resolution of enquiries and issues
Maintain up-to-date records of all client enquiries on CRM.
Responsible for effective service recovery progress through complaint logging and handling.
Continuously update and maintain knowledge database
Escalate issues which are pending at end of day to supervisor and ensure follow up on next working day for timely completion
Maintain a professional MB image through all interaction and communication with clients
Complete any assignments which might be given by the supervisor / BANK
Key Result Areas
Ensure service levels are maintained through timely and appropriate response to queries
As a Service Partner, work together with Product Sales, Relationship Managers (RM), Operations and other key internal stakeholders to identify opportunities for process improvements
Deliver proactive, reliable and excellent service to clients within portfolio by understanding clients' needs and exceeding their expectations.
Build relationships and rapport with all clients at the transactional / operational level.
Identify opportunities to sell MB products and services, referring them to the appropriate staff
Provide feedback for improving Knowledgebase where appropriate
Knowledge, Skills and Experience
University graduate with preferably a minimum of 3-4 years relevant working experience
Computer literate with ability to learn processing and customer service applications (CRM, etc)
Intermediate level of product knowledge i.e. Cash / Trade
Good command of spoken and written English. Arabic advantageous
Keen listener, effective interpersonal & communication skills and team player
Good analytical and problem solving skills
Service-orientated, thoroughness, good organizational skills
Possess positive attitude & willingness to learn & take ownership
Direct Customer Service experience is an advantage
Actively looking for ways to improve processes
Ability to work under pressure
Fast learner, energetic, and results-oriented.
Ability to multi-task and adapt to any situation or change
May 13, 2018