Relationship Officer.Injaz-RBG-DBC PL Fulfillment.Retail Banking Group

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.

Operating 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.

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.

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.