Customer Service Officer.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group

MashreqBank

JOB DESCRIPTION

1

Job Title

Customer Service Officer

Department

CCPL

Direct Supervisor

Team Leader – DBC operations

Job Number

2

Job Purpose

• To ensure ‘superior customer service’ by scheduling appointments with the customers, collecting documents, validating authenticity of the documents and sharing them with sales.

3

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

Other

4

Key Result Areas

• To support Mashreqbank customers with collection of documents relating to personal loans / Credit card / account opening applications.

• Ensure to be flexible in scheduling appointments with the customers or to meet the expectations set by the sales team in the collection of documents.

• To manage and monitor the authenticity of the applications and other credit facilities by pre-screening the applications and relating documentation.

• Identify anomalies if any in the collected documents and highlighting such anomalies to the unit management for onward follow-up / procedural change.

• Ensure timely follow up with sales team / customers in case of rearrangement of appointments.

• In case of any complaints from the customers, highlight them timely to the unit management.

• Provide regular feedback to management on process / service related issues.

• Ensuring adherence to processes and responsibilities outlined above.

• Meeting the service standards and turnaround times outline with SLA.

5Operating Environment, Framework and Boundaries, Working Relationships

• The job holder has to work across all levels and functions within CCPL.

• He / She has to work very closely with the sales team for improvement, root cause analysis and provide solutions to complex problems.

6

Decision Making Authority & Responsibility

• The job holder will not have any authority to approve, deviate from the processes defined. The job holder will act only on referrals from Sales and unit management.

• He / She should recommend steps to improve customer satisfaction.

8

Knowledge, Skills and Experience

• Job holder shall preferably be a Graduate with at least 1 year working experience in similar areas preferably with either sales or service background.

• Should possess good customer sense and communication skills.

• Good command in spoken English, Urdu / Hindi (Arabic is preferred).

• Good PC skills with minimum knowledge of windows excel and word.

Job Holder

Date

Line Manager

Date

Approved By

Date