Mashreq Bank
(UAE Nationals Only) Customer Service Manager-CXC - CSU- Client Experience and Conduct Group
🇦🇪 UAE, UAE🏢 On-site
Corporate BankingCRMCustomer ExperienceRelationship ManagementProblem ResolutionArabicEnglish
🌙 UAE Nationals Only
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Senior
- Experience
- 3-5 years
- Type
- Full-time
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🌙 UAE Nationals Only
Mashreq Bank
5000+ employees
Customer Service Manager - Client Experience
Corporate Banking
CIBG Customer Service Relationship Manager will be solely responsible to answer / resolve customer queries, enquiries, complaints etc. by effectively coordinating with the relevant supporting units and freeing up RMs/ARMs time pertaining to Customer Service Issues, thereby helping Large Corporate RMs to get additional business within CIBG Large Corporates.
- Act as focal point of contact for all Non -Trade related Corporate queries such a Remittance, Cheque clearing, account opening etc.
- Support Team Leader / Customer Service Manager to execute all necessary actions to assure a high quality of customer service for Corporate customers
- Adherence to Unit’s SLAs and ensuring highest level of customer service to Corporate Clients
- Ensure to timely escalate issues to Direct supervisor / Team leader for onward evaluation and further escalation
- Ability to clearly identify Root Cause and propose process improvements
- Timely logging of all queries in CRM
- Provide highest level of service to Corporate Customers both in UAE & overseas
- Understand client needs in order to effectively service the customers
- Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
- Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
- Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
- Ability to analyze root of problems and define escalation processes and to track problem resolution
- University graduate preferable with minimum 3 - 5 years’ experience in Corporate Customer service
- Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
- Exceptional communication skills with complete command over spoken and written English & Arabic
Requirements
- •University graduate preferable
- •Minimum 3 - 5 years’ experience in Corporate Customer service
- •Prior Cash management and operations experience of 2yrs
- •Exceptional communication skills in spoken and written English and Arabic
- •UAE Nationals Only
Nice to Have
- •FI (Financial Institution) experience
Responsibilities
- •Answer and resolve customer queries, enquiries, and complaints
- •Coordinate with supporting units to free up RMs/ARMs time
- •Act as focal point for Non-Trade related Corporate queries (Remittance, Cheque clearing, account opening, etc.)
- •Execute actions to assure high quality of customer service for Corporate customers
- •Adhere to Unit’s SLAs
- •Escalate issues to Direct supervisor/Team leader for evaluation
- •Identify Root Cause and propose process improvements
- •Log all queries in CRM
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Spot the Problem
- Find what's costing you interviews at Mashreq Bank
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
🌙 UAE Nationals Only
Company
Mashreq Bank
5000+ employees
Mashreq Bank offers a wide range of banking products and services, including retail, corporate, and investment banking. It serves individuals and businesses across the UAE and internationally.